Sushma Irukuvarjula

Experience

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  Uber

  May 2016 - Aug 2021

  Product Development Responsibilities:a. Researched, analyzed and diagnosed the root-causes of defects pertaining to product's evolutionb. Manually reviewed the rider/driver accounts and trips to acknowledge the reason for any defect which inturn helps product quantify the impact of possible solutions, which leads to defect reduction, better product and a more enhanced seamless experience for riders and driver-partnersc. Conducted root cause analysis to understand the actual reason behind the issue type creationd. Assigned and standardized appropriate codes/buckets for each and every Issue categorye. Documented several investigation steps based on the issue type requestf. Trained the whole team on the process, conducted assignments to understand the knowledge levels of the candidate, has taken necessary steps to fulfill the knowledge gaps after the assessment like mentoring and monitoringg. Worked on various SQL queries to standardize and validate the accurate codes/buckets h. Consolidated all possible data for each and every issue category in order to provide insights to the stakeholders by running SQL queriesi. Considering the granular, sub granular codes/buckets, documented several deep dive records on providing a solution to a particular issue categoryj. Built multiple business intelligence dashboards such as insight tools which is a combination of consolidation, TDD and statistically significant data for each contact, which projects included data of CSAT, AHT, CR, contact volumes and their cost with region wise and many parameters which are required to find the problemsk. Produced insights that are possible solutions to the issues that an coding investigator observes while coding a particular ICl. Worked in and around business insights generation for the product development on the global level which includes US&C, LatAm, Spain, Portugeese teamsm. Framed various Product Review Documents that summarises the changes/updates wrt product development Show less 1. Risk Investigation & Management Responsibilities: a. Research and analyze Rider and Driver partner profiles / accounts to detect and preempt cases of fraudulent activities / transactions and process legitimate paymentsb. Regularly interact with city operations teams across APAC, NEA, ANZ markets to understand the reasons for fraudulent transactionsc. Trained, mentored and monitored the junior level operations specialists in terms of understanding the process2. Management Information Systems Responsibilities: a. Hands on experience in maintaining product and market specific dashboards which enabled the respective teams to take data driven business decisionsb. Business Intelligence Tools Used : Sherlock, Cascade, Opera, Sentinel, Chronicle, Monocle, Query builder, Atlassian JIRA, Validator, Doc Approver, Lucid charts, Bliss, Ugraph3. Business Process Improvement: a. As an internal process auditor managed the responsibilities pertaining to process audit, monitoring process compliance and process controlb. Reporting of all performed audits within established time frames with an objective to improve on time legitimate payments to driver partners c. Trained the team on process to eliminate/reduce the percentage of incorrect payments to the driver partners4. Documented process changes, designed SOPs (Standard Operating Procedures) and trained the team on the same5. Researched and investigated the fraud checks on the new products released ( Uber Medic & Essentials ) in response to COVID-196. Worked for ANZ Document approval process. My responsibilities included:(i) Reviewing, performing checks on driver partners documents i.e Visa and work to entitlement, criminal background for on-boarding with us(ii) Approved/ rejected vehicle policy insurances for the driver partners of different lines of business such as Uber Eats, Uber Black, Motorbike, Taxi, P2P, Logistics Show less 1. Sales and Business growtha. Interacted with potential driver partners and educated them on the benefits of partnering with Uber.b. Developed a deep understanding of their challenges for on-boarding, incorporated the inputs to improve the on-boarding process thereby improving the conversion rate.2. Business Process Improvement - Rider Operationsa. Analyzed the concerns / issues raised by riders to understand the root cause of the problem, captured the voice of the customer, reviewed and modified the business process(es) thereby improving the overall Customer Satisfaction (CSAT)3. Key Account Management - Uber for Business (U4B)a. Managed U4B employee accounts of large scale corporate firms across US, Europe and APAC regions.b. Analyzed corporate account data to derive business insights, worked with the customer facing Account management team to identify areas of business growth.Tools Used: Braintree, Hive, Zaakpay, Phabricator, Zendesk Show less

  • Business Analyst Quality Assurance

    Dec 2020 - Aug 2021

  • Engagement Ambassador - Global Fraud Prevention Services & Global Production Services

    Oct 2020 - Jul 2021

  • Service Quality Risk Compliance Analyst II

    Jun 2018 - Dec 2020

  • Risk Management Analyst

    May 2016 - Jun 2018
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  Intuitive

  May 2022 - Aug 2022

  Supply Chain Business Intelligence Analyst - Global Operations

  a. Developed business intelligence dashboards on Tableau writing SQL queriesb. Identified trends and process improvements through analysis of both Intuitive Manufacturing and Supplier Quality data setsc. Created and modified reports and dashboards based on data mining, analysis, and visualizationd. Defined and implemented linkages between data sets and the Intuitive intranet for companywide visualizatione. Evaluated internal data and reporting systems for efficiency, problems, and inaccuracies; recommended and implemented improvementsf. Worked directly with Product Quality engineers as well as cross-functional engineering teams to gather and interpret data setsg. Familiarized with quality data metrics associated with Intuitive Production and Supplier source data h. Familiarized with System Data Sources (SAP, Agile, etc.) and how that meta-data is translated into the Intuitive Electronic Data Warehouse (EDW)i. Implementation of process and visualization improvements for Tableau reports and dashboards (sourced from EDW)j. Translation of Tableau reports and dashboards into real-time reports on the Intuitive SharePoint intranet (LEO) Show less

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  M4A Foundation

  Aug 2023 - Jul 2024

  Business Data Analyst

  a. Utilized data analytics to inform strategic decision-making within the organization's Initiatives.b. Analyzed and evaluated the effectiveness of programs related to healthcare and affordable housing.c. Conducted comprehensive cost-benefit analyses to assess the financial viability and sustainability of projects.d. Assessed market trends and conducted market research to inform decision-making processes.e. Measured and reported on the impact of Initiatives, tracking progress and outcomes.f. Collaborated closely with cross-functional teams to align data-driven insights with organizational goals.g. Developed data visualizations, including charts and graphs, to present key findings effectively.h. Delivered impactful presentations to stakeholders, supporting Match4Action's mission of sustainable solutions in healthcare and affordable housing sectors. Show less

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  CVS Health

  Jul 2024 - now

  Senior Decision Science Analyst