Meghana Goparaju
@meghanagoparaju
I’m a Safety Investigations Specialist with 4+ years at Uber, improving safety and CSAT through investigations and process optimization.
IndiaWhat I'm looking for
I’m a Safety Investigations Specialist with 4+ years at Uber, specialising in high-volume case management, stakeholder engagement, and process optimisation. I independently investigate complex safety cases, perform evidence review, and take decisive, data-driven actions to protect users and platform integrity while maintaining strict SLA and quality standards.
I’ve built measurable impact in customer and employee experience by driving data-led insights to improve service delivery. I conduct root-cause analysis to reduce recurring incidents, collaborate cross-functionally to resolve escalations, and support colleagues with escalated cases and process clarifications.
I’m also recognised as the Most Efficient Trainer (2024), and I strengthen teams through call-quality and knowledge-sharing initiatives. From DSAT trend analysis to safety and privacy feature contributions, I translate operational findings into actionable improvements that raise satisfaction, compliance, and overall user safety.
Experience
Work history, roles, and key accomplishments
Independently investigate complex safety cases by reviewing evidence and taking decisive, data-driven account actions to protect users and platform integrity. Maintain SLA and quality adherence while collaborating cross-functionally to resolve escalations and improve operational efficiency.
Analyze root causes of issues faced by business users and coordinate with product, operations, and technical support to deliver sustainable solutions within defined SLAs. Drive continuous improvement by identifying process inefficiencies, monitoring resolution quality, and serving as an escalation point to enhance customer satisfaction.
Provide real-time safety support for riders and driver-partners during active trips by resolving reported safety concerns with timely, empathetic handling. Manage workflow queues and SLA adherence, conduct trend analysis from collected data, and support DSAT audits to improve service quality.
Serve as real-time safety support for riders and driver-partners by engaging customers after safety-related incidents and ensuring adherence to process compliance standards. Collect and analyze data to identify trends and propose initiatives that improve service quality and support business growth.
Education
Degrees, certifications, and relevant coursework
Meghana hasn't added their education
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