- Conduct thorough quality assessments and offer guidance on optimal methodologies.- Assist leadership in adhering to Service Level Agreements (SLAs) by actively monitoring queues, prioritizing escalations, and assigning cases accordingly.- Proactively investigate service-related issues and potential disruptions, providing insights for service enhancement.- Drive expedited procedural changes by liaising with stakeholders and orchestrating collaborative efforts across departments, as… Show more - Conduct thorough quality assessments and offer guidance on optimal methodologies.- Assist leadership in adhering to Service Level Agreements (SLAs) by actively monitoring queues, prioritizing escalations, and assigning cases accordingly.- Proactively investigate service-related issues and potential disruptions, providing insights for service enhancement.- Drive expedited procedural changes by liaising with stakeholders and orchestrating collaborative efforts across departments, as directed by leadership.- Serve as a consultant on tactical decisions and changes, leveraging expertise to navigate complexities effectively.- Facilitate support to partner sites, bridging internal and external realms, and evaluate weekly performance metrics, conducting spot checks, and facilitating team training in tandem with the Training team.- Advocate for global cohesion while addressing regional and local idiosyncrasies, fostering collaborative relationships among various regions.- Provide support and mentorship to new hires and Associates, particularly on handling complex cases and stakeholder management best practices.- Act as a Subject Matter Expert for training and quality assurance, maintaining up-to-date knowledge of operational changes.- Assume responsibility for the management of highly sensitive cases requiring specialized expertise.- Oversee and manage intricate, sensitive, and time-sensitive cases that may pose significant risks to our brand or operational capabilities across diverse geographic areas.- Exemplify the professionalism and expertise of Regulatory Response through written and verbal communication, setting a precedent for less experienced team members. Show less

- Handled escalations and issues related to regulatory compliance, legal matters, and policy violations. - Ensuring that Airbnb's policies and procedures are followed, addressing user complaints and issues, and collaborating with other teams to resolve complex cases.- Worked on user issues related to US taxes, US cities registration, legal contacts, Intellectual property/copyright violation, data incidents & user’s request related to data deletion, data access and portability requests..

- As part of the resolutions team, helped the users with complex issues related to check-in & check-out, reservation cancellations, mediation with the Guest and Host to provide the best possible resolutions to both parties in a situation of conflict.- Maintained the metrics like NPS, ACW, Handling time and occupancy.- Shared best practices within the team on how to manage and handle complex cases to provide the best resolution and converting NPS.

- Helped with the user’s query related to Reservations,account login and other user issues via calls , messaging via the app or emails etc.- Made sure to provide the best support to the user and maintaining the NPS

• Laid off due to lack of company's future business pipeline and less tenure within organisation amidst Corona crisis.• Dedicated to multiple clients for supporting the client's global meeting and event management strategy, specifically overseeing the project management of CrowdCompass mobile apps.• Showcased product features to clients and discussed implementation, handle objections for a clear and concise responses that position the benefits of the platform to the clients… Show more • Laid off due to lack of company's future business pipeline and less tenure within organisation amidst Corona crisis.• Dedicated to multiple clients for supporting the client's global meeting and event management strategy, specifically overseeing the project management of CrowdCompass mobile apps.• Showcased product features to clients and discussed implementation, handle objections for a clear and concise responses that position the benefits of the platform to the clients .• Worked together with account management and other internal employees to drive long-term success for the client's events• Creation and maintenance of CrowdCompass mobile application in line with client branding.• Presenting solutions; offering best practice tips to help the client use the CrowdCompass app to effectively meet their business goals.• Manage and maintain client relationships in addition to providing direction and support to client's other vendors from a technical perspective.• Oversee mobile application projects from kick-off to launch in Apple and Google Play stores.• Worked in the PMO pricing team. Created reports in Salesforce CRM and MS Excel. Visual Dashboards in Tableau and review decks in MS PowerPoint (related to sales, pricing trends and performance stacks) Show less

• Joined as CCP, rose to the post of Resolution Expert in 2016. Last held role was that of New Hire Coach.• Providing the best resolution and service to the card members , along with the additional/New services that they can opt for.• As a New Hire Coach, managed the team of new hires through process training and helped them in their OJT and process certification• Conducted training sessions of new hires as an auxiliary trainer.• Worked as back up team leader, handled team of… Show more • Joined as CCP, rose to the post of Resolution Expert in 2016. Last held role was that of New Hire Coach.• Providing the best resolution and service to the card members , along with the additional/New services that they can opt for.• As a New Hire Coach, managed the team of new hires through process training and helped them in their OJT and process certification• Conducted training sessions of new hires as an auxiliary trainer.• Worked as back up team leader, handled team of 10-15 members.• Worked with the Team members to drive hygiene and maintain process metrics.• Provided feedback sessions to track performance and resolve quality concerns.• Conducted sessions to overcome any process related queries/ gaps.• Assessed performance trends, helped CCPs build individual action plans & follow proactive methods to avert any service break down. Show less

• Client: AT&T DSL• Job profile included modem troubleshooting, network troubleshooting, web mail/client mail related issues and other internet/plan related issues