Anand Rahul

Experience

• 

  Globallogic Technologies

  Mar 2015 - Jun 2016

  Analyst
• 

  UBER INDIA SYSTEMS PRIVATE LIMITED

  Jun 2016 - Apr 2020

  As a senior team lead my responsibilities included but not limited to hiring and scaling safety team at Uber.Have setup teams at Colombo and Vizag to efficiently handle SOS teams with 99% service levels within 2minutes.Trained and coached a large group of agents to deliver exceptional support during safety incidents Promoted as Senior Quality Specialist Promoted as Quality Auditor

  • Senior Team Lead

    Dec 2019 - Apr 2020

  • Team Lead

    Dec 2018 - Dec 2019

  • Senior Quality Specialist

    Jul 2018 - Dec 2018

  • Quality Specialist

    Feb 2017 - Jul 2018

  • Community operations Specialist

    Jun 2016 - Feb 2017
• 

  PhonePe

  Apr 2020 - Dec 2022

  Started during the early stages and closely worked with payments teams. Worked extensively on improving CSAT through product and process improvements.Developed and incubated Assisted Buying team for insurance from 2 member to a 200 member team by reaching the conversion metrics without hampering experience.

  • Operations Manager

    Jun 2022 - Dec 2022

  • Assistant Manager

    Apr 2020 - Aug 2022
• 

  Jupiter

  Jan 2023 - now

  Operations Manager

  In my role as LOB lead for Level 1 and 2 escalations, I'm responsible for delivering service levels aligned with Jupiter's mission. I have been part of multiple projects involving stakeholders across products to optimize operations and increase efficiency.Have expertise in ticket automation leading to churn reduction in turn reducing cost. Extensively supported program managers to implement AI bot migration to self service bot reducing 30% queries to manual support teams.Improved SLs to 85% creating a robust process to deliver resolution with speed resulting in better satisfaction.Automated critical processes involving money to reduce humane errors and dependency. Show less