Open to opportunities

Syeda Hiba

@syedahiba2

Subject Matter Expert in operations support, leading teams and resolving escalations to keep delivery and processes running smoothly.

India

Message

What I'm looking for

I’m looking for an operations or customer support role where I can lead escalations, run RCA, build SOPs, and use Power BI/SQL to track performance and improve day-to-day execution.

I’ve been the primary SME for Dunzo’s D4B platform, leading a 36-member cross-functional team and tackling 50+ complex process gaps each month. I manage ticket queues and high-priority escalations with RCA and corrective actions, while tracking performance through Redash and PowerBi.

Before that, at Reliance SMSL, I served as a POC for team concerns, led 25 associates, and kept 94% SLA compliance by resolving assigned tickets without delays. Earlier, with BlitzNow, I provided on-ground rider support—triaging mismatches, store coordination issues, and delivery escalations and documenting resolutions for reporting.

Experience

Work history, roles, and key accomplishments

Subject Matter Expert (SME)

Dunzo Digital Private Limited

Mar 2022 - Mar 2025 (3 years)

Acted as primary SME for D4B platform, leading a 36-member team and resolving 50+ complex process gaps monthly. Managed ticket queues, high-priority escalations, and reported performance metrics to senior leadership.

SME Team Leadership Root Cause Analysis Redash Power BI SOP Development Fraud Mitigation