Ayesha Suri
Community Support
- Role
- Customer Service Ambassador at Airbnb
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
Experience
Customer Service Ambassador
Jun 2024 — Present · IN
As a Community Support Representative at Airbnb, I play a vital role in delivering exceptional support that embodies our core values:**Be a Host, Embrace the Adventure, Be a Cereal Entrepreneur and Champion the Mission.Job Responsibility includes- Customer Advocacy: Serve as the primary point of contact for Hosts and Guests, addressing inquiries and resolving issues with empathy and efficiency.Issue Resolution: Utilize a data-driven approach to identify trends and implement solutions that enhance user experiences.Cross-Functional Collaboration: Partner with product and operations teams to provide feedback and drive improvements in our platform.Training & Development: Mentor new team members, sharing best practices to elevate the quality of customer support.Feedback Integration: Gather and analyze user feedback to inform continuous improvements and enhance service delivery.Key Successes:Project Leadership: Support function for batch mates implementing a new response to cases system, reducing ticket handling times by 30% for internal stakeholders and team members.User Satisfaction: Achieved a 95% customer satisfaction rate through proactive engagement and tailored support. Only user to Clear all SBS (Side by side barging) with 100% achievement for Quality Peak Process Optimization: Developed a resource guide for common issues, improving team efficiency and empowering users to resolve questions independently.By embodying Airbnb’s values and focusing on community-driven solutions, I am committed to fostering a welcoming and supportive environment for all users internally and externally.
Education
GD Goenka Public School
Business/Commerce, General
1995 — 2007
Delhi University
Bachelor of Arts (B.A.), Business/Managerial Economics
2008 — 2011
Skills
- Quantitative Research
- Marketing Research
- Market Research
- Market Analysis
- Qualitative Research
- Customer Insight
- Competitive Intelligence
- Consumer Behaviour
- Analytics
- Segmentation
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