Experience

• 

  Uber

  Nov 2016 - Mar 2023

  - Own quality assurance content and process creation for your dedicated lines of business- Own support and improve interactions with Global QA teams for (QA Reporting, JIRA for queue handling, content management)- Be a Subject Matter Expert (SME) for the qualitative methodology and support COE, Central, and regional teams on leading improvement initiatives- Assist in the triage, project planning, and project management of new Core QA programs- Validate and review new program launches, queries, data repositories, and dashboards with Central/Local Quality Managers- Plan and implement Quality Improvement Projects (QIPs) with LOB and QA stakeholdersAssess, implement and share updates to QA logic with the QA team- Partner with program leaders to stay up to date with all program changes and launches, ensuring the team is well equipped to support business needs- Collaborate with Sr. QAs to create and disseminate newsletters within the core vertical- Recommend how changes to Core programs should be implemented and structuredWith Learning & Development team, create and maintain training resources for Core programs Show less - Lead the Quality Team with effective decision making and team / Business QA growth while understanding various outcomes and possible risks with clear mitigation plans- Manages the day to day QA operations and new QMS launches/initiatives with minimal input, direction, and rework required from the QA manager- Identifies and executes hiring and training needs for team end to end- Makes clear decisions based on the facts and manage the holistic team goals/vision while executing the day to day and long-term QA function with minimal input from the QA manager- Surface defects and work in close partnership with the Managers and QA team to improve them- Support QA Manager and perform management duties to ensure business continuity while demonstrating an optimistic leadership persona Show less - Lead, motivate, and manage the team including setting daily targets, driving performance, monitoring queue, ensuring discipline and morale, and liaising with city teams to optimize operations and facilitate insights.- Manage enforcement policies including attendance and discipline for the team and KPI- Be available to team members by maintaining a consistent presence on the floor and acts as a first point of contact for escalations on critical/ time-sensitive issues.- Drive continuous process improvement to deliver a consistent world-class experience. Show less

  • Senior Quality Program Specialist

    Jun 2021 - Mar 2023

  • Snr. Quality Assurance Team lead

    Jun 2019 - May 2021

  • Quality Assurance Team Lead

    Jan 2018 - Jun 2019

  • Subject Matter Expert

    Apr 2017 - Jan 2018

  • Comunity support representative

    Nov 2016 - Apr 2017
• 

  Valu

  Apr 2023 - now

  1. Leading a large team across 9 functions: Content, Quality Assurance, Learning Development, Business Insights, Business Communications, Business Analytics, Workforce Management, CX. Backoffice, and Sales Backoffice Operations2. Designed and implemented comprehensive performance reports and dashboards for 400 Sales andCX team members use automation tools and platforms such as Google Sheets, SQL, Excel, Power BI,Power Automate, and Process Street3. Initiated automation solutions for current processes using Power Automate, Process Street, and SQL4. Developed advanced forecasting models based on historical data to predict future staffing needs,maintaining an SLA above 90% for CX support and Sales services5. Introduced and executed a robust auditing process for customer interactions6. Established and maintained a comprehensive knowledge base with responses, scripts, technicaldocuments, troubleshooting guides, and product information to support agents and address customerFAQs7. Organized team-building activities for the Central Operations team to enhance collaboration and foster a cohesive work environment. Show less Roles & responsibilities: 1. Developing and implementing workforce strategies that support the organization's mission and vision, while also aligning with ValU's customer-centric approach.2. Analyzing and interpreting workforce data, such as customer service metrics, call center data, and employee performance data, to identify trends and areas for improvement.3. Developing and maintaining analytics dashboards and reports that provide insights into key workforce metrics, such as customer satisfaction, employee engagement, and performance.4. Collaborating with other departments, such as customer service and operations, to integrate workforce analytics into their processes and decision-making.5. Providing guidance and support to managers and executives on workforce-related issues, including workforce planning, talent management, and performance management.6. Managing a team of real-time analysts and data analysts to ensure timely and accurate reporting and analysis of workforce data.7. Ensuring compliance with relevant labor laws and regulations, such as those related to data privacy and security.8. Staying up-to-date with emerging trends and best practices in workforce analytics and sharing knowledge with the HR team and other stakeholders. Show less

  • Senior Central Operations Manager

    Jun 2024 - now

  • Workforce & Data Analysis Manager

    Apr 2023 - May 2024