Syeda Hiba Haq
@syedahibahaq
Operations and data-driven support SME, leading teams to resolve escalations and improve efficiency.
IndiaWhat I'm looking for
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.
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.
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.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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