Saishrie Rangineni Email & Phone Number

Canada

Hyderabad Area, India

• Responsible for reviewing and analyzing signals related to identifying, preventing and mitigating the exploitation of the Uber’s platform and products by bad actors.• Provide assistance in identifying new and existing risks facing the Operations organization for which controls or surveillance are lacking.• Partner with cross-functional teams to scope, size and propose improvements to fix recurring issues.• Been part of multiple projects like India Driver Fraud, Airport fraud, Gps Spoofing fraud, Documents fraud, Duplicate Driver accounts fraud and external employees Fraud.• Assisted in sucessfully revamping the entire ticketing tool for the BPO agents for better efficiency.• Developed Fraud support logics, implemented changes for the BPO and GLH employees for the first contact resolution to the Driver-partners.• Analysed incoming trend notifications from GLH, BPO, and COE network as well as sub regional teams and escalate the key trend.• Discovered the opportunities to reduce good user friction and customer contacts through identifying fraud mitigation activities.

Hyderabad, Telangana, India

• Root cause analysis of customer grievance tickets handled by email/call/chat mode customer service agents and provide final resolutions to the highest pushback tickets.• Handle customer associate agents throughout the Globe in resolving various customer issues within stipulated time. • Analyse, monitor, validate, and drive continuous improvement to methods, and propose projects to improve customer satisfaction rate.• Work with vendors, quality, engineering, and all support areas to improve better customer experience.• Identify continuous improvement opportunities and support efforts in order to implement Lean principles throughout the organization.• Work on multiple projects to improve the quality and handling time of the associates• Play an active role in building and implementation of support logics.• Support Amazon digital services team during the product launch by providing support logic and assisting in resolving high risk escalations.