DHRUV RAJVANSHI
Faridabad
Summary
With over 8 years of experience as a Customer Account Manager, I excel in delivering outstanding service and fostering business growth. My expertise lies in building strong client relationships, resolving issues effectively, and leveraging CRM systems for informed decision-making. Highly motivated and adaptable, I thrive in dynamic environments, making me an ideal fit for the role.
You
Overview
9
9
years of professional experience
1
1
Certification
Work History
Trust & Safety Specialist
AIRBNB GLOBAL CAPABILITY CENTER PRIVATE LIMITED
Gurugram
02.2021 - Current
- Played a key role in mediating and resolving conflicts between hosts and guests, applying effective conflict resolution techniques
- As a case manager, ensured ongoing communication with complainants via phone, email, and messaging platforms
- Policy Enforcement: Implementing and enforcing platform policies and guidelines to ensure compliance and safety for users
- Performed expedited investigations, obtaining recorded statements from victims to ensure their safety and investigate incidents promptly
- Upon ensuring safety, contacted the accused to gather their perspective
- Requested documentation from all involved parties, meticulously investigated, and concluded investigations in accordance with established protocols
- Took charge of contacting, investigating, and resolving reports, employing conflict mediation expertise
- Offered essential support on urgent cases to the reporter or victim
- Addressing urgent cases such as kidnapping, physical assault, violent threats, human trafficking, sexual misconduct, and involvement in sex work, and conducting thorough investigations while prioritizing the safety of victims or reporters.
Client Management Executive
Capgemini India Pvt Ltd.
Noida
02.2016 - 12.2020
- As a Client Management Executive at GE Life Sciences, my role involves managing service contract renewals for equipment utilized in research laboratories, universities, and hospitals
- I serve as the primary point of contact for post-sales services, responsible for managing tasks such as scheduling maintenance, repair work orders, billable services, and contract renewals
- Engaging with high-value clientele within GE Life Sciences, research laboratories, universities, and hospitals through personalized email and phone interactions, delivering tailored services to meet their specific needs
- Guaranteeing prompt and courteous responses to customer inquiries, requests, and concerns in a professional manner
- Keeping comprehensive records of all inquiries meticulously documented within the Salesforce platform
- Crafting estimates for billable services and contract renewals
- Requesting Purchase Orders PO and Blanket PO from customers
- Upon receipt of a purchase order, authorizing the shipment of spare parts and coordinating the dispatch of skilled engineers to the onsite location
- Recognizing coaching and mentoring possibilities for team members and conducting weekly one-on-one discussions to provide guidance and support
- Overseeing a team of 18 field engineers across the United States and Canada.
Education
B.com -
Shobhit University
08.2014
Skills
- Customer Service
- Account Management
- Communication Negotiation
- Relationship Building
- Conflict Resolution
- Problem Solving
- Tool / Technology Complaint Management
- Tool / Technology
- Subject matter expertise
- Crisis Management
- Documentation skills
- Incident Reporting
Affiliations
- Demonstrates your commitment to giving back to the community and helping others.
- I have demonstrated my ability to take charge, inspire others, and drive positive outcomes.
Accomplishments
- I have received awards and recognition from leadership on multiple occasions.
Certification
- Common European Framework (CEF) from British Council in 2020.
- IBM Customer Engagement Specialist Professional Certificate by Coursera
- Write Professional Emails in English certificate by Coursera
- TESOL Teach English Now! Foundational Principles by Coursera
- Behavior Analysis and Trauma management
References
References available upon request.
Timeline
Trust & Safety Specialist
AIRBNB GLOBAL CAPABILITY CENTER PRIVATE LIMITED
02.2021 - Current
Client Management Executive
Capgemini India Pvt Ltd.
02.2016 - 12.2020
B.com -
Shobhit University
- Common European Framework (CEF) from British Council in 2020.
- IBM Customer Engagement Specialist Professional Certificate by Coursera
- Write Professional Emails in English certificate by Coursera
- TESOL Teach English Now! Foundational Principles by Coursera
- Behavior Analysis and Trauma management
Similar Profiles
Vikas TanejaVikas Taneja
SME at Airbnb Global Capability CenterSME at Airbnb Global Capability Center
Rajesh ARUMUGHAMRajesh ARUMUGHAM
Divisional Manager at Daimler India Commercial Vehicles Private Limited, Global Capability CenterDivisional Manager at Daimler India Commercial Vehicles Private Limited, Global Capability Center
Paritosh KumarParitosh Kumar
Senior Specialist - Collections at Airbnb Global Capability Center Pvt. Ltd.Senior Specialist - Collections at Airbnb Global Capability Center Pvt. Ltd.