Mansi Trehan
Community Support Specialist
New Delhi,DL
Summary
To make optimum use of the work experience, intrinsic abilities and skill sets to the best extent, with dedication and focus on the tasks assigned. To excel in the organization selected and to learn and work to the best of my ability.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Community Support Specialist-R2
Airbnb
Gurgaon, Haryan
10.2020 - Current
- Provided Customer support via email support, chat and phones
- Product specialist worked as midterm SME for training new teams for customer experience.
- Handling dispute and conflict management between parties
Recruiter
People Scout
Gurgaon, Hatyana
02.2020 - 05.2020
- Acquire knowledge from Subject Matter Expert (Internal/Client) as per the training calendar defined for the client
- Ensure timely and accurate service delivery as per client standards
- Ensure consistent productivity & accuracy performance as per business requirements
- Prompt response to queries from Internal or External stake holders
- Review and suggest updates for Standard Operating Procedures
- Identify, share, support and implement operational improvements
- Maintain timely documentation/tracking in the applications for the processes
Associate – CMCC Operation
British Telecom India Private Limited
Gurgaon, Haryana
03.2016 - 02.2020
- Assisting BT customers on their landline and broadband fault in chat.
- The main objective is to reinforce an environment of the BT Values – Customer, Team, Pride, Change and Honesty.
- Motivate the new team members and ensure the SLA's and KPI Targets are met consistently.
- Meeting SLA’s for the team signed by the business for metrics like Issue Resolution (IR), Advisor Easy (AE), Complaint Prevention Score (CPS), Chats Per Hour (CPH), Average Handling Time (AHT), Login Hours, Chat Wrap, Chat Concurrency and Repeats.
Associate
Convergys
Gurgaon, Haryana
06.2015 - 02.2016
- The main objective is to reinforce an environment of trust and demonstrate fundamental belief that everybody has a chance to grow.
- An excellent performer, first call resolution, achieving the sales target and customer satisfaction through Chat support.
- Maintaining a RPC and C-Sat scores and meeting sales target as a team.
- Meeting SLA for the team signed by the business for metrics like Sales, CSAT, FCR, AHT, and Quality Targets.
Education
GED -
SGTBIM&IT
Guru Gobind Singh Indraprastha University 05.2012 - 04.2015
Skills
Time Management
Efficiency
Customer Orientation
Multi tasking
Teamwork
Dispute and conflict management
Timeline
Community Support Specialist-R2
Airbnb
10.2020 - Current
Recruiter
People Scout
02.2020 - 05.2020
Associate – CMCC Operation
British Telecom India Private Limited
03.2016 - 02.2020
Associate
Convergys
06.2015 - 02.2016
GED -
SGTBIM&IT
05.2012 - 04.2015