Muhammad Umar Afzaal Email & Phone Number

Lahore, Punjab, Pakistan

Lahore, Punjab, Pakistan

Working as “Team Lead – SME and Trainer” for Uber Project.Responsibilities/Accomplishments:▪ Proficiently leading team of more than 20 members while keeping check on risk, compliance, and quality team. MeetingSLAs and achieving quality scores and targets. Optimizing productivity by controlling iteration▪ Maintaining updated knowledge to render maximum output and desired results▪ POC for multiple SSA region to work with the Uber operational teams.▪ Conducted training for new and existing employees on Uber operational policies, procedures, and adequate knowledge ofthe product.▪ Working closely with the client to be aligned on quality and operational needs.

Lahore, Punjab, Pakistan

Worked as “Social Operations Response Team Member” for Uber Project.▪ Monitoring, analyzing the Uber social media channels to respond the customer issues in a timely, effective manner whilemaintaining the customer satisfaction rate and the prescribed SLA.▪ Worked with various departments to solve complex situations. (Driver Operations, Restaurant Operations and RidesOperations)▪ Continued Incident Response Team duties for multiple LOBs (Rides and Restaurant operations)

Lahore, Punjab, Pakistan

Worked as “Email Support Executive” for Uber Project.▪ Addressed and resolved customer product complaints empathetically and professionally.▪ Handled service complaints, Uber account issues, fraud issues, billing & payments, and promotional engagements.▪ Handling the Incident response team issues.▪ Enhanced qualitative productivity expectations.