Summary
Overview
Work History
Education
Skills
Timeline
Generic

Hozefa Patrawala

Dubai

Summary

Dynamic Customer Experience and Care Service Ops Manager at Careem with a proven track record in process optimization and strategic stakeholder communication. Achieved significant cost reductions through data-driven analysis and enhanced team performance, while fostering a culture of continuous improvement and adaptability. Skilled in KPI development, driving operational excellence and customer satisfaction with a strong focus on fostering teamwork and adapting to evolving business needs.

Overview

10
10
years of professional experience

Work History

Customer Experience and Care Service Ops Manager

Careem
12.2024 - Current
  • Reduced operational costs by identifying inefficiencies and implementing cost-saving measures across departments, including the detection of refund and appeasement seepage. Introduced policy changes to reduce quality (service)-related appeasements and implemented proactive measures to address root causes of delays and quality issues.
  • Assisted senior leadership in operations management through data-driven decision-making and tool optimization.
  • Led cross-functional teams on multiple large-scale projects, one such being the School Package initiative, enabling users to purchase school ride packages—delivered on time.
  • Improved team efficiency by streamlining project management workflows and deploying new collaboration tools (Apollo, Leapsome, Captain NPS tools), resulting in enhanced customer experience, reduced resolution errors, and increased operational efficiency.
  • Implemented data-driven strategies to support better decision-making, resulting in improved CSAT response rates, higher First Contact Resolution (FCR), and faster knowledge transfer—contributing to reduced Average Handling Time (AHT).
  • Oversaw annual budgeting and manpower planning , ensuring financial goals were met while optimizing resource allocation across departments.
  • Enhanced communication channels among agents, supervisors, and departments by utilizing Slack and Jira for faster resolutions and transparent tracking of issues.
  • Drove continuous improvement efforts in call center operations by launching a Proactive Care process, defining defect rates, and intervening early to resolve issues before escalation.
  • Led process improvement initiatives to optimize the Global Help Center experience, reducing customer effort and the number of touches required to resolve issues.
  • Established and tracked KPIs such as CSAT, FCR, Quality Scores, AHT, and Customer Retention Post-Outages to drive consistent performance improvements.
  • Revamped training programs for new hires by redesigning training modules and materials, reducing onboarding time from 14 to 10 days while improving training quality.
  • Minimized workflow disruptions by cross-training staff on technical platforms (Jira, Redash), creating a more agile workforce capable of resolving both technical and non-technical issues efficiently.

Senior Care and Service Operations Lead

Careem
01.2022 - 12.2024
  • Championed change management initiatives across departments, ensuring smooth adaptation to new policies and processes—most notably supported the successful transition of Careem Rides operations to Uber.
  • Managed vendor performance across 7 locations in the MENAP region, establishing metrics and tracking systems to ensure consistent quality and alignment with business goals.
  • Reviewed and enhanced knowledge base content and policy documentation to align with evolving business needs, improving process efficiency and ensuring up-to-date support for call center teams.
  • Improved customer satisfaction scores from 75% to 90% by launching proactive customer care initiatives, including outreach programs and targeted resolution strategies.
  • Successfully initiated 50+ win-back campaigns across 2024 and 2025 using tools such as Braze and Segment Builder, achieving over 90% customer retention following service outages and degraded experiences.
  • Trained, motivated, and coached team members , playing a key role in helping individuals transition to leadership roles, managing portfolios, and leading high-performing teams to meet center-wide goals.

Care and Service Operations Lead

Careem
01.2019 - 01.2022
  • Represented the Care team in multiple cross-functional projects, managing end-to-end operational tasks for seasonal and product-based initiatives including Eid campaigns, Inter-City Trip product development, and Christmas offerings among others.
  • Led the Special Corporate Care Team , providing high-touch support to key corporate clients including McKinsey, Bain, BCG, Deloitte, and other enterprise accounts across all Careem service areas.
  • Partnered with leadership on strategic initiatives to improve business effectiveness, customer engagement, and team performance—resulting in a rise in First Contact Resolution (FCR) from 60% to 85% and quality scores from 85% to 95% through optimized resolution workflows.
  • Recruited and trained 150+ new employees at vendor sites in 2018, ensuring seamless onboarding and alignment with performance expectations.
  • Conducted regular performance assessments to deliver constructive feedback, support professional development, and identify growth opportunities across teams.
  • Applied advanced problem-solving skills to resolve customer inquiries efficiently, contributing to higher satisfaction rates and reduced escalations.

Senior Operations Executive

Careem
11.2015 - 01.2019
  • Oversaw daily operational activities for the Careem Rides business across all Careem-operated regions, ensuring smooth functioning and adherence to high-quality standards. Managed end-to-end operations, including oversight of key corporate accounts such as McKinsey, Bain, BCG, and Emirates.
  • Applied strong problem-solving and strategic execution skills to streamline operations by identifying inefficiencies in manual processes. Developed and implemented Standard Operating Procedures (SOPs), reducing manual intervention, increasing operational efficiency, and minimizing escalations.
  • Pioneered proactive process development initiatives to address recurring issues in the ride-hailing business, leading to a measurable decline in user complaints and an improvement in overall service delivery.

Education

Bachelor of Commerce - Business Studies

University Of Pune
Pune, India
05-2009

Skills

  • Skilled in time management planning
  • Process optimization
  • SOP development
  • Data-driven business analysis
  • KPI development and tracking
  • Strategic stakeholder communication
  • Customer feedback optimization
  • Creative solution development
  • Multitasking
  • Time management
  • Adaptability and flexibility

Timeline

Customer Experience and Care Service Ops Manager

Careem
12.2024 - Current

Senior Care and Service Operations Lead

Careem
01.2022 - 12.2024

Care and Service Operations Lead

Careem
01.2019 - 01.2022

Senior Operations Executive

Careem
11.2015 - 01.2019

Bachelor of Commerce - Business Studies

University Of Pune

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Hozefa Patrawala