Akhil Aneel

Experience

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  Uber

  Oct 2017 - Mar 2022

  Work closely with Operations team and Business analysts for regional and central level projects to be able to supervise, support and secure on-time project completion which deals with quality and service improvements, creating and improving capabilities, data analytics, keeping tracks of plans, quality and timelines for such activities. Provide both consultation and direction to Operation leads, Departmental leads, and Business analysts to achieve the internal and external goals. Partner with Leadership team to identify efficiency and cost savings projects to achieve strategic objectives.Revamped and automated the scorecard reporting system for 500+ employees, improving employee NPS by 25 pointsCollaborated with 30+ team leads and 7 portfolio managers to understand their team’s core KPIsPartnered with analytics team to revamp performance dashboards and introduce weekly employee scores Show less Improved internal communication, engagement, and processes to increase employee NPS by 25%Conducted survey to gauge challenges with cross-functional collaboration; revamped processes and introduced project management tools to make internal collaboration more efficient, increasing employee NPS by 12 pointsDevised a rewards and recognition program, improving employee satisfaction by 20+ points; recognized with the Quarterly Superstar Award (1/600)Launched the insights and intelligence team to improve user trust & safety, reducing cases of safety incidents by 30%Improved process to deal with safety incidents; revised benchmark for unsafe behavior and reactive actions takenProvided critical recommendations to product team, helping ideate & launch the Uber safety toolkit in-app Investigated cases of abnormal driver behavior during airport trips and setup processes to reduce the cases by 40% Show less Work closely with country leads to build and mitigate social media escalations. Build out a consistent brand voice across various social channels like Twitter, Facebook and LinkedIN. Handle high risk issues which can damage brand image and handle escalations from verified handles on priority.Improving customer satisfaction and social listening Spearheaded efforts to change the tonality of customer communication from robotic to empathetic for 200+ support agents, increasing average customer satisfaction score from 2.7 to 3.8 in a monthBuilt social media support playbook for the SEA region; trained 20+ recruits to maintain a 4.1 rating (industry avg 2.9) Show less

  • Program Specialist III

    Mar 2021 - Mar 2022

  • Program Specialist II

    Dec 2018 - Mar 2021

  • Social Media Operations Specialist

    Oct 2017 - Nov 2018
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  Compass Overseas

  Jan 2022 - Aug 2024

  Founder

  Bridging the gap between aspiration and achievement for Indians. Helped over 20+ families and 50+ individuals to pursue their global ambitions banking on Compass overseas personalised mentoring, scholarship support, end to end visa application guidance.

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  Unacademy

  Mar 2022 - Dec 2022

  Program Manager CTO Office

  Responsible for planning and designing the programme and proactively monitoring its progress, resolving issues and initiating appropriate corrective action. Owning and running strategic initiatives for the CTO.Set up an agile process for design requests, saving 100+ person-hours monthly and improving speed of feature launch Abolished bi-monthly sprints and replaced them with a weekly cadence on raising cross-functional requests Collaborated with 45+ employees from design, product, & leadership and promoted process buy-in among them Spearheaded the launch of a gamified on-the-go learning product to help stressed-out students prepare for competitive exams; collaborated with business, engineering, and marketing to launch and scale the product to 1M users within a week of launch Optimised use of technology to reduce monthly cash burn by $350K Removed non-critical software subscriptions and licenses and built two in-house sales and analytics tools Re-negotiated contracts with 6+ vendors such as Amazon Web Services (AWS), Postman (API provider), and Google Show less

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  Wiona Electricals

  Jan 2023 - Aug 2024

  Head Operations and Product

  Led an ops & sales team of 20, adding 24 new distributors to reach 2K retailers, increasing revenue by 4x (on track to $1M) Improved quality assurance processes in the production cycle, reducing cases of defective products by 25% Introduced 3 HR and sales management tools to improve tracking of data across the organization, improving productivity by 20% Launched 4 new verticals to de-risk the business and shift dependence from general trade, generating 30% incremental revenue Show less