Jayakar Jay Katikala

About Jayakar Jay Katikala

I believe the best training doesn’t just happen in a classroom—it happens when learning perfectly aligns with operational reality.Currently, I am an L&D Trainer for Uber for Business (U4B), supporting our global teams across Hyderabad, Manila, and Taiwan. But my journey here started on the front lines. Over the last 4.5+ years, I grew from a Senior Support Specialist to a Shift POC, and eventually became one of the first Subject Matter Experts (SMEs) for the U4B line of business.Because I have sat in the agent\'s seat, navigated the complex escalations, and adapted to daily Knowledge Base updates, I bring a unique, floor-tested perspective to Learning and Development. I know exactly where the \"knowing-doing gap\" exists, and I design my facilitation to close it.In my current role, I focus on: Agile Facilitation: Moving away from passive lectures and towards active, simulation-based learning (Teach-Backs, Open-KB scenarios). Targeted Interventions: Utilizing \"Scaffolded Learning\" for new hires and \"Delta Training\" for tenured pros to respect their time and reduce cognitive overload. Business Impact: Ensuring that every training initiative directly moves the needle on operational metrics like First Contact Resolution (FCR) and Quality Assurance (QA).I am deeply passionate about adult learning, performance consulting, and empowering support teams to do their best work. I’m always happy to connect with fellow L&D professionals, operational leaders, or anyone passionate about the U4B space!

Experience

1. Learning and Development Specialist Iv

   Uber

   Apr 2026 — Present · Hyderabad, IN

   Driving strategic Learning & Development initiatives for global Uber for Business (U4B) operations across the Hyderabad, Manila, and Taiwan (HYD, MNL, TWN) centers. Dedicated to bridging the \"knowing-doing gap\" by translating complex operational policies into engaging, high-retention learning experiences. Facilitation & Delivery: Facilitate comprehensive onboarding and continuous learning programs using Adult Learning Principles. Utilize \"Scaffolded Learning\" for new hires and targeted \"Delta Training\" for tenured agents to maximize operational hours and reduce cognitive overload. Agile Learning Strategy: Partner closely with Operations leaders and Instructional Design teams to rapidly deploy micro-learnings and live-simulation workshops in response to daily Knowledge Base (KB) updates. Performance Assessment: Design and evaluate production-simulated tollgates (case-based, open-KB scenarios) to objectively measure behavioral application and ensure floor readiness. Continuous Improvement: Champion active learning methodologies, including peer-to-peer Teach-Back sessions, to drive top-tier business metrics such as First Contact Resolution (FCR) and Quality Assurance (QA) adherence.

Education

• Indian Institute of Management and Commerce

  Bachelor of Commerce - BCom, E-Commerce/Electronic Commerce

  2015 — 2018

• Symbiosis Centre for Distance Learning

  Postgraduate Degree, Human Resources Management/Personnel Administration, General

  2018 — 2020