Kunal Vishnoi

Teleperformance – Airbnb Process (International) October 2023 – Present.

• Managed 15-18 inbound customer queries daily related to Airbnb bookings, payments, cancellations, and account issues, ensuring resolution aligned with international quality standards.
• Delivered high-quality customer experiences across voice support, maintaining an average CSAT score of 90%+ and adherence to all compliance metrics.
  Promoted to Subject Matter Expert (SME) after 14 months of consistent performance; currently responsible for supporting team escalations, mentoring new agents, and driving process knowledge improvements.
• Fixed Critical Agent Workflow Issue:
  Resolved a major bug in the Atrium system where closed case IDs attached to links left agent footprints on guest accounts, preventing proper system separation and compliance with zero-tolerance policies.
  Internal Tool Error : Implemented an automated self-refresh feature for Atrium, ensuring agents start their daily work on the homepage, even when accessing a link containing a closed case ID, streamlining the workflow, and improving overall system functionality.
• After 14 months of consistently exceeding performance expectations, Promoted to Subject Matter Expert (SME). In this role, managed critical escalations, mentor and train new team members.
  

• Managed 100–150 inbound and outbound customer support calls daily during the initial 1.5 years, consistently meeting service-level targets and resolving queries with high customer satisfaction.
• Transitioned to the email support team, handling customer concerns and service issues with clear, concise written communication; resolved 50+ tickets/day while maintaining quality and timeliness.
• Served in the Social Media Support team, addressing 15–18 daily complaints via platforms such as Twitter and Facebook; specialized in resolving public grievances over calls to protect brand reputation.
• Led communication for high-priority cases under the CEO Escalation Desk for 5–7 months, conducting root-cause analysis, coordinating with cross-functional teams, and recommending systemic improvements.