Open to opportunities

Syeda Hiba Haq

@syedahibahaq

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Operations and data-driven support SME, leading teams to resolve escalations and improve efficiency.

India

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What I'm looking for

I’m looking to leverage my SME, SQL/Power BI, and escalation-management experience to improve operational efficiency—leading teams, driving RCA, and turning metrics into better customer and rider experiences.

I’m a Subject Matter Expert (SME) who thrives at the intersection of operations and analytics. In my roles, I step in as the primary point of contact to resolve complex escalations, reduce delays, and keep delivery and support flows moving smoothly.

At Dunzo Digital Private Limited, I led a 36-member cross-functional team and tackled 50+ process gaps monthly to strengthen operational efficiency. I managed high-priority ticket queues with root cause analysis (RCA), implemented corrective actions, and translated performance data into weekly and monthly reporting for senior leadership using Redash & PowerBi.

Earlier, at Reliance SMSL Limited, I led a team of 25 associates, trained new hires, and maintained 94% SLA compliance by proactively tracking and resolving assigned tickets. I bring a practical, metrics-informed approach—building SOPs, improving productivity, and focusing on fast, durable solutions.

Experience

Work history, roles, and key accomplishments

Subject Matter Expert (SME)

Dunzo Digital Private Limited

Mar 2022 - Mar 2025 (3 years)

Served as the D4B platform SME, leading a 36-member cross-functional team and resolving 50+ complex process gaps monthly to improve operational efficiency. Owned ticket queues and high-priority escalations with RCA, tracked KPIs using Redash and Power BI, and implemented corrective actions for recurring issues including fraud mitigation.

Power BI Redash SOP Development Fraud Mitigation Team Leadership

Customer Support Executive (POC)

Reliance Smsl Limited

Jan 2021 - Mar 2022 (1 year 2 months)

Acted as a POC SME to manage team flow and handle escalations for general concerns, leading a team of 25 associates to meet quality benchmarks under tight timelines. Maintained 94% SLA compliance by proactively tracking and resolving assigned tickets, and improved performance through training, coaching, and call audits.

Team Leadership SLA Management Ticket Resolution Benchmarking Escalation Handling Time Management

Education

Degrees, certifications, and relevant coursework

Vidya Vikas Institute of Engineering & Technology

Bachelor’s degree (ECE), Electronics & Communications Engineering

Grade: 6.5 CGPA

Earned a Bachelor’s degree in Electronics & Communications (ECE) from Vidya Vikas Institute of Engineering & Technology in Mysuru, graduating in 2020.