Train or instruct employees in job duties or company policies or arrange for training to be provided.Develop work schedules according to budgets and workloads.Work cross-functionally across COE/ BPOs to improve COSs/CSRs learning experience and knowledge ofinternal and external tools and productsSupport trainees on the job, ensure that learning translates to performance, and evaluate learning and useevaluation and feedback to improve learning and/or develop additional… Show more Train or instruct employees in job duties or company policies or arrange for training to be provided.Develop work schedules according to budgets and workloads.Work cross-functionally across COE/ BPOs to improve COSs/CSRs learning experience and knowledge ofinternal and external tools and productsSupport trainees on the job, ensure that learning translates to performance, and evaluate learning and useevaluation and feedback to improve learning and/or develop additional materialModify training programs, as necessary, to ensure consistency with Uber culture; quality standards; and localcontext Show less

Dealt with the rider's concerns related to Trips, accounts, promotions and payments for Australia region.Mentored new agents and improved their performance.Worked closely with content team and provided insights in improving the process.Pulled and published the team performance reports on weekly basis.Calibrated with workflow team and designed the work schedule for team.

Provided guidance/assistance to the agents to handle the TRMS related issues andqueries.Identified suspicious and fraudulent activities and escalated the issue to the concerned teams.Supported the cross skill during the peak.Provided floor support and managed a team during the peak.Handled manager escalation issues when required.