Kavita Sharma

• Enhanced customer satisfaction levels with streamlined processes that reduced response times and improved service quality.
• Championed a culture of continuous improvement by fostering open communication channels among team members for sharing feedback, ideas, and concerns.
• Led change management efforts during major system implementations or updates; ensuring minimal disruption to ongoing operations while maximizing benefits from new technologies.
• Collaborated with cross-functional teams to identify opportunities for process optimization, leading to more efficient systems and higher team performance.
• Established metrics-driven performance management systems to drive accountability and results-oriented behavior among team members.
• Monitored implemented solutions, documented data and modeled trends.
• Managed projects focused on enhancing operational efficiencies from conception through completion, ensuring timely delivery within budget constraints.
• Completed process mapping to provide foundation for evaluations.
• Facilitated workshops and brainstorming sessions to encourage innovative thinking around process improvement strategies.
• Improved process efficiency by analyzing workflows, identifying bottlenecks, and implementing solutions.
• Increased productivity through the implementation of Lean Six Sigma methodologies and continuous improvement initiatives.
• Mentored and coached Six Sigma Green Belts in lean manufacturing and continuous improvement processes.

Project - Handoff Redesign

When the customer support team at Airbnb reaches the end of their shift, they often transfer urgent cases to the incoming team that is starting their shift. The purpose of streamlining the handoff process was to eliminate any waiting time for the customer during the transition between customer support teams. We were able to achieve the desired outcome on this project

Roles & Responsibilities:

• E2E handling from baselining the data, problem statement till impact
• Collaboration with Partner sites for Team's performance Regular analysis on performance and sharing reports with the Project sponsor
• Preparing control charts and writing the action plan
• Calculating the cost through cost analysis and presenting the $ impact from the project

Project - Pests in Listing

Pests in listings have a significant impact on guest experiences and satisfaction. The presence of pests, such as bed bugs, rodents, or insects, can cause distress, discomfort, and dissatisfaction among guests. This often results in negative reviews, decreased Net Promoter Scores. During this project, we improved the User experience and also the NPS efficiently.

Roles & Responsibilities:

• Worked along with Voice of Customer team for the relevant data
• Lead the project as a Owner
• Identified the relevant tools required to measure the variation and gaps in the process
• Using the brainstorming sessions, came up with potential solutions for the root causes identified basis the deep dives
• Suggested solutions that lowered the detractor rate

Operational Change Management ( OCM )

• As a part of Business Improvements, I have played major roles working along with Change management team and various stakeholders
• My task was to identify if the change is required
• Calculating the impact on the specific change as well as inter-related articles
• Working on Experimental change requests
• Providing feedback and final sign offs from BPI

Knowledge Management

• Airbnb has a vast list of workflows where we often had influx of improvement suggestions.
• BPI was involved in these intakes to enhance and keep the information updated for the frontiers
• We have a set target to work on these intakes and refine the information which could be related to processes or the macro content
• Im also part of this project where we have an initiative to clear the backlog of KM intakes

• Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
• Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
• Developed and maintained quality assurance procedure documentation.
• Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
• Optimized resource utilization by effectively prioritizing tasks based on project timelines and risk assessment outcomes.