Prathiksha Pai

About Prathiksha Pai

Professional Experience:Managed Operations for Diverse Team:Led and optimized operations for a team of 20, encompassing agents, SMEs, program management specialists, and content experts. Implemented strategic planning to drive cross-functional LOB specific deliverables, enhancing processes, and achieving performance metrics.Leadership Responsibilities:In the leadership role, conducted coaching sessions, held weekly & monthly review meetings, mentored new team members, and established KPIs for various processes with different AHT and TPH. Facilitated goal achievement strategies for the metrics in respective queues.Key Project Contributions:Contributed to pivotal projects, including establishing SLAs for non-production and production environments. Worked on continuous improvements to achieve quarterly targets. Developed an enhanced quality framework to identify pitfalls, establish fair gauging scales for Jiras, and ensure ongoing quality benchmark progression.Automation Initiatives:Spearheaded automation projects to reduce AHT, optimize production time, and minimize HC requirements. Additional projects include involvement in Uber\'s product/feature launches, in-app node automation, and building utilization mechanisms for project resources.Career Aspirations:Currently seeking opportunities as an operations manager/leadership role to apply acquired skills and embrace new challenges. Eager to leverage knowledge and continue learning through fresh experiences.

Experience

1. Senior Operations Lead

   Uber

   May 2022 — Present · Hyderabad, IN

Education

• Malla Reddy College of Engineering & Technology

  Engineer’s Degree

• Loyola Accademy

  Intermediate