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Vidyadhari Tennety

@vidyadharitennety

Customer Operations and Knowledge Management specialist at Uber who improved SOPs and knowledge content and analyzed customer feedback.

India

Message

What I'm looking for

I'm seeking roles across Customer Success, Customer Operations, Business Operations, Knowledge Management, and Quality/Process Improvement.

At Uber, I supported complex customer and operational cases as an SME, analyzed CSAT/DSAT feedback, and enhanced regional and global SOPs and knowledge content. My work included identifying recurring issues, root causes, process gaps, and opportunities to improve customer experience.

I also conducted quality audits, supported training and mentoring, and used AI and generative AI tools in content workflows with human review for accuracy and quality. Earlier, I handled banking customer queries at HSBC and customer support at CONCENTRIX.

Experience

Work history, roles, and key accomplishments

COE Specialist II / Knowledge Content Specialist II

Uber

Jan 2020 - Aug 2026 (6 years 7 months)

Supported complex customer and operational cases as an SME, coordinated with stakeholders, and analyzed CSAT/DSAT feedback to identify root causes and process gaps. Conducted quality auditing, enhanced SOPs and knowledge content, and used AI and generative AI tools for content workflows.

Customer Operations Knowledge Management Quality Assurance Root Cause Analysis Case Investigation CSAT DSAT Analysis Process Improvement SOPs Stakeholder Management AI assisted content Generative AI Training Mentorship

Program Coordinator

Tekwissen

Sep 2019 - Dec 2019 (3 months)

Coordinated program deliverables, stakeholder communications, and talent-development activities. Organized meetings, captured discussions, maintained follow-ups, and distributed action items.

Program Coordination Stakeholder Management Meeting facilitation Follow up Management

Customer Service Representative

HSBC

Feb 2017 - Sep 2019 (2 years 7 months)

Resolved complex banking customer queries and after-care requests while maintaining confidentiality, security, and service-quality standards. Applied structured problem-solving, escalation management, and quality feedback to improve service performance.

Customer Service Problem Solving Escalation Management Quality Assurance Confidentiality