swati gupta

Freelance Accessibility Specialist

Built a standardized QA framework for alt-text accuracy across STEM diagrams, infographics, and data charts, cutting publisher content review cycles by 10%. Maintained an 80% compliance rate with accessibility publishing standards by auditing and revising content pipelines.

AccessibilityQA FrameworksALT TextSTEMInfographicsData ChartContent AuditingCompliance

Community Support & Program Management Specialist

Uber Technologies Inc.

Reduced escalated case resolution time by 23% by restructuring SOPs for Communication and Safety Response across India, Sri Lanka, and Bangladesh markets. Improved cross-market SLA adherence by 32% through cross-functional process-improvement initiatives and mentored a team of 12.

Escalation ManagementSOP DesignProcess ImprovementSLA ManagementCross Functional CommunicationData Driven ReportingMentorshipSafety Response

Quality & Product Trainer

Cut new-hire ramp-up time by 15% by designing structured onboarding frameworks for chat and email support teams. Raised process compliance by 38% by building SOPs and quality frameworks and running feedback sessions.

TrainingOnboardingSOP DesignQuality FrameworksProcess ComplianceFeedback

Soft Skills Trainer

Improved learner engagement scores by 12% by standardizing and delivering employability training curricula under the NSDC partnership for 150+ participants.

Soft Skills TrainingEmployability TrainingCurriculum DevelopmentNSDC CertificationLearner Engagement