Nikhil Shankar
Escalations & Risk Management Pro | Cross-Functional Collaborator | Building Loyalty at Airbnb
- Role
- Senior Consulting Associate at Airbnb
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Nikhil Shankar
High-Stakes Customer Resolution Consultant | Empathy-Driven Problem Solver | Airbnb…
Experience
Senior Consulting Associate
Jul 2025 — Present · IN
High-Stakes Customer Resolution- Lead resolution of critical cases escalated to senior leadership, ensuring urgency and precision- Conduct investigative deep dives into high-impact issues (e.g, safety concerns, disputes) using data-driven analysis and cross-functional collaboration. Customer Experience Redefinition- Transform customer experiences by addressing systemic issues, not just immediate concerns- Deliver tailored resolutions (e.g, surprise gestures, executive-level handling) to build long-term loyalty. Empathy-Led Advocacy- Anticipate unspoken customer needs and proactively address pain points- Use emotionally intelligent communication to turn detractors into brand advocates. Cross-Functional Collaboration- Partner with teams like Community Support, Legal, PR, and Trust & Safety to align resolutions with organizational goals- Identify escalation trends and provide actionable recommendations to leadership for process/policy improvements. Risk Management & Expertise- Master company policies, compliance requirements, and regulatory obligations- Exercise sound judgment to handle ambiguous, high-stakes cases independently. Operational Excellence- Mentor peers, refine playbooks, and upskill team members- Innovate workflows to embed customer-first principles.
Education
Jagan Institute Of Management Studies(JIMS Rohini)
Bachelor Of Computer Application
2004 — 2007
Jagan Institute Of Management Studies(JIMS Rohini)
Master of Computer Applications - MCA
2007 — 2010
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