@abalarisaswer
Customer Success and Operations leader at Airbnb who improved AI support pilot handling time by 22% and QA scores by 15%.
IndiaAt Airbnb, I led an AI support pilot that improved agent handling time by 22% and QA scores by 15%. I also worked with product, engineering, and data science teams to test AI tools and add human-in-the-loop accuracy checks.
At Airbnb, I redesigned customer journeys and call flows, improving NPS by approximately 80%. Earlier, at American Express, I improved CSAT by 25% and reduced resolution time by 15% through process and service-delivery workflow improvements.
Work history, roles, and key accomplishments
Led AI support pilots and process improvement initiatives, improving agent handling time by 22% and QA scores by 15%. Managed a portfolio of 10+ AI pilots and cross-functional projects.
Improved NPS by approximately 80% through customer journey and call flow redesign. Led a 14+ specialist team handling 10,000+ cases monthly, achieving 100% nesting throughput.
Improved CSAT by 25% and reduced resolution time by 15% through process improvements and workflow redesign. Led a team of 12-18 analysts against critical service and operational KPIs.
Processed applications with a focus on compliance, accuracy, and quality standards. Supported fraud-prevention and customer-servicing operations.
Resolved technical issues while meeting performance expectations and delivering troubleshooting support. Contributed to service upselling.
Bharti AXA Life Insurance
Sep 2008 - Feb 2010 (1 year 5 months)
Managed and trained a team of 20+ agents, supporting sales-target attainment, capability development, and team productivity.
Degrees, certifications, and relevant coursework
Bachelor of Commerce, Commerce
Completed a Bachelor of Commerce degree.
Software and tools used professionally
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