Priyanka Mahendra
Hyderabad
Summary
A safety and customer support expert with a proven track record of success. Adept at handling critical incidents and investigations, ensuring customer satisfaction. Demonstrated ability to analyze complex situations and collaborate effectively. Possesses strong leadership skills with the ability to mentor and guide others. Seeking a challenging opportunity to drive positive impact and growth.
Overview
7
7
years of professional experience
Work History
Safety Investigation Specialist III ( Claims )
Uber India Pvt LTD
10.2023 - Current
- Manage Claim Investigations for various inbound requests which are highly time sensitive ensuring timely and error free outcomes to ensure brand safety.
- Suggested (FNOL Form changes) Process Improvements which bring down the AHT and ease customer experience and reduction in snowball customers.
- Ensure to share best practices with the team so that the team is able to overcome unforeseen challenges.
Safety Investigations Specialist ( IRT L3/L4)
Uber India Pvt LTD
12.2020 - 10.2023
- Worked on Ubers most critical customer interactions to ensure impact on brand safety is minimized.
- Conducted through investigations to know/understand/determine the right actions to be taken in critical events.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Mentor and guide junior investigators, fostering their development and growth.
Community Operations Specialist II
Uber India Pvt LTD
12.2019 - 12.2020
- Led the resolution of safety issues on the platform, utilizing investigative skills and collaborating with stakeholders, development, and legal teams.
- Developed and implemented new strategies to improve safety protocols and reduce response times.
Community Operation Specialist ( IRT )
Uber India Pvt LTD
09.2018 - 12.2019
- Proactively identified and addressed customer issues, ensuring timely resolution and customer satisfaction.
- Mentored new team members, providing guidance and support to help them succeed in their roles.
- Awarded a 5-star performer award for achieving the best customer satisfaction rate.
Digital & Device Technical Support Associate
Amazon India
09.2017 - 09.2018
- Resolved complex technical issues for customers, demonstrating strong problem-solving skills and technical expertise.
- Proactively identified and reported trends in customer issues, contributing to product improvements and enhanced customer experience.
- Provided exceptional customer support, resolving inquiries and ensuring customer satisfaction.
- Selected for the Concession Abuse Prevention team, where I identified and addressed trends in concession abuse, protecting company revenue.
- Awarded the Most Valuable Player's Award for performance in Concession Abuse Prevention.
Education
PG Diploma - Cyber Law
Osmania University
Hyderabad, India05-2017
Master of Science - Forensic Science
University College of Science, Osmania University
Hyderabad, India05-2017
Bachelor of Science - Life Sciences
Osmania University
Hyderabad, India05-2015
Skills
- Customer satisfaction
- Incident management
- Quality assurance
- Stakeholder management
Timeline
Safety Investigation Specialist III ( Claims )
Uber India Pvt LTD
10.2023 - Current
Safety Investigations Specialist ( IRT L3/L4)
Uber India Pvt LTD
12.2020 - 10.2023
Community Operations Specialist II
Uber India Pvt LTD
12.2019 - 12.2020
Community Operation Specialist ( IRT )
Uber India Pvt LTD
09.2018 - 12.2019
Digital & Device Technical Support Associate
Amazon India
09.2017 - 09.2018
PG Diploma - Cyber Law
Osmania University
Master of Science - Forensic Science
University College of Science, Osmania University
Bachelor of Science - Life Sciences
Osmania University
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