Open to opportunities

Ramya Surakanti

@ramyasurakanti

Message

I resolve complex business support escalations, improve workflows, and prevent fraud through data-driven investigation.

India

Message

What I'm looking for

I'm looking to lead complex customer, business, risk, or quality operations work where I can improve workflows, resolve escalations, use data to prevent recurring issues, and partner closely with cross-functional teams.

At Uber, I own complex, high-priority support cases for Uber for Business administrators, coordinating cross-functional teams through resolution and keeping stakeholders informed.

I've reduced backlogs by closing more than 100 long-standing complex cases in two months, maintained 98%+ customer satisfaction on strategic account escalations, and improved team efficiency by 25% through standardized onboarding workflows.

My work also includes global account-takeover investigations, fraud trend analysis, and detection-workflow improvements that support fraud prevention and reduce false positives. I partner with engineering, operations, and account teams to identify systemic issues and improve the customer experience.

Previously at Lyra Health, I managed critical incidents, technical escalations, QA programs, training, and process improvements across clinical, client services, billing, product, and engineering teams. I also bring client assessment and referral experience from MOCSA.

Experience

Work history, roles, and key accomplishments

Current

Premium Support Specialist

Current

Uber

Feb 2026 - Present (7 months)

Owns complex, high-priority support cases for Uber for Business administrators, driving timely resolution and clear stakeholder communication. Analyzes client data and case trends to identify recurring issues and improve customer experience.

Data Analysis Customer Support Stakeholder Communication Case Management Trend Analysis

Client Support Specialist

Lyra Health

Provided frontline support via email, phone, and chat, conducting needs assessments and educating clients on Lyra's services. Supported rollout of Lyra's 1:1 App by assisting new blended care providers in identifying and resolving technical errors.

Customer Support Needs Assessment Technical Support Communication Skills

Client Support Specialist – Level II

Lyra Health

Drove resolution of system-wide technical issues by collaborating with engineering and product teams, restoring service reliability. Served as a technical escalation point for peers and clients, troubleshooting complex issues.

Technical Support Troubleshooting Escalation Management Cross Functional Collaboration

Intake & Assessment Specialist

Metropolitan Organization to Counter Sexual Assault

Facilitated DBT Skills group and conducted assessments for new clients. Followed up with callers, making recommendations for level of care and referrals.

DBT Client Assessment Referrals Case Management

Risk & Compliance Specialist II

Uber

Managed global ATO investigations, ensuring timely resolution across high-risk accounts in multiple regions. Identified and prevented fraudulent activity by analyzing trends across Earner and Spender accounts.

Fraud Prevention Risk Management Data Analysis Compliance Investigation Trend Analysis

Client Senior Support Specialist

Lyra Health

Owned case management for critical incidents and complex cases, collaborating with clinical and client services teams. Acted as primary escalation manager for high-risk members, problem-solving creatively to remove barriers to care.

Case Management Escalation Management Customer Satisfaction Problem Solving Cross Functional Collaboration

Senior Support Specialist

Uber

Owned support for high-impact global escalations, resolving issues reported from all regions and ensuring business continuity. Partnered with engineering teams to flag systemic issues and improve product reliability.

Escalation Management Stakeholder Engagement Mentorship Process Improvement Cross Functional Collaboration

Business Development Specialist II

Uber

Led onboarding and mentorship of new hires, standardizing workflows that improved team efficiency by 25% and reduced error rates. Owned resolution of high-priority escalations for strategic business accounts, achieving 98%+ customer satisfaction.

Onboarding Mentorship Escalation Management Customer Satisfaction Backlog Reduction Cross Functional Collaboration

Quality Assurance Specialist

Lyra Health

Partnered with program managers to define strategic vision and QA goals, ensuring alignment with organizational objectives. Led cross-functional initiatives to manage timelines and deliverables, driving on-time completion of critical program milestones.

Quality Assurance Process Improvement Training Cross functional Leadership Data Analysis