Open to opportunities

AKSHAT CHAWLA

@akshatchawla

Customer support professional with 5+ years improving CSAT and operations through workflow optimization and customer-first service.

India

Message

What I'm looking for

I’m looking for a customer support role where I can own high-volume inquiries, improve workflows with knowledge-base and standardization, and partner cross-functionally to raise CSAT while driving measurable efficiency and quality.

I’m a customer support professional with 5+ years of experience across hospitality, operations, and client-facing roles. Most of my background comes from independently managing Airbnb operations, where I handled everything from guest communication and issue resolution to bookings, turnovers, and day-to-day coordination.

Over the years, I’ve maintained a 95% CSAT score and a 4.9/5 guest rating while managing 80+ daily inquiries with quick response times and strong first-contact resolution. I enjoy solving problems calmly, creating smoother workflows, and making sure people feel genuinely heard and supported.

Beyond support, I’ve also helped improve internal processes by reducing repeat issues, shortening resolution times, and assisting with onboarding and training new team members. I’m someone who naturally takes ownership, adapts quickly, and believes great customer experience comes from both empathy and efficiency.

Experience

Work history, roles, and key accomplishments

Airbnb Host

Airbnb

May 2021 - Feb 2026 (4 years 9 months)

Managed end-to-end guest experience and operations for an Airbnb listing, maintaining a 4.9/5 guest rating and a 98% response rate within one hour. Improved performance by optimizing listing content and dynamic pricing, launching targeted promotions, and reducing turnover time by 35% through standardized cleaning and check-in workflows, while resolving issues promptly to reduce cancellations and s

Operations Management Listing Optimization Dynamic Pricing Booking Management Workflow Automation Promotion

Sales Associate

Polo Pvt

Jun 2020 - May 2021 (11 months)

Handled 80+ daily customer inquiries across phone, email, and live chat, maintaining 95% CSAT with a 1.2-hour average first response and resolving 85% of issues on first contact. Reduced repeat tickets by 18% and shortened average resolution time by 22% by refreshing the knowledge base and standardizing workflows, while training and mentoring 6 new hires to cut training time by 30%.

Customer Support CSAT Knowledge Base Management First Contact Resolutions Mentoring Customer Communications

Customer Support Sales

Polo PVT

Jun 2020 - May 2021 (11 months)

Responded to 80+ customer inquiries daily across phone, email, and live chat, maintaining a 95% CSAT and 1.2-hour average first response time. Resolved 85% of issues on first contact and improved support efficiency by reducing repeat tickets 18% and average resolution time 22% through a knowledge-base refresh and workflow updates.

Customer Support Live Chat Email Support Knowledge Base Management CSAT Workflow Automation First Response Management