Summary
Overview
Work History
Education
Skills
Timeline
Generic

Piyush Sharma

Policy Content Evaluation
New Delhi

Summary

Knowledgeable Content Editor with 5+ years of experience in customer support, Stake holder escalation and Content moderation

Overview

12
12
years of professional experience

Work History

Knowldge Managment Editor

Airbnb
01.2019 - Current
  • Collaborated with writers to improve content structure and clarity, resulting in increased reader engagement.
  • Liaised with graphic designers to create visually appealing layouts that complemented written content.
  • Optimized web content with SEO strategies to drive traffic and enhance online visibility of publications.
  • Established strong relationships with freelance contributors, expanding the pool of talent available for future projects.
  • Enhanced publication quality by diligently proofreading and editing articles for grammar, spelling, and consistency.
  • Streamlined workflow processes by implementing efficient project management tools for team collaboration.
  • Managed multiple projects simultaneously, ensuring timely delivery of high-quality editorial work.
  • Evaluated article submissions for relevance, quality, and adherence to submission guidelines before acceptance or rejection.

Order Management Specialist

BRITISH TELECOM
09.2015 - 12.2018
  • Improved inventory management through accurate tracking of product availability and timely order fulfillment.
  • Enhanced order processing efficiency by streamlining workflows and implementing best practices.
  • Minimized discrepancies in invoicing by closely reviewing all documentation before submission to customers or vendors.
  • Consistently exceeded departmental goals for on-time order delivery by efficiently managing workload and prioritizing tasks.
  • Expedited the order fulfillment process by coordinating effectively with shipping departments and carriers.
  • Streamlined communication with suppliers for improved lead times and prompt order completion.
  • Assisted in training new hires on company-specific policies, procedures, systems, and best practices related to order management functions.
  • Assisted in developing KPIs related to Order Management performance for better understanding of areas requiring improvement.
  • Supported sales team for increased revenue generation by efficiently managing orders and maintaining customer satisfaction.
  • Collaborated with cross-functional teams in resolving order-related issues, ensuring a seamless customer experience.
  • Reduced order errors with meticulous attention to detail, thorough review, and effective communication.

Customer Service Executive

Wipro Technologies
12.2014 - 08.2015
  • Conducted regular performance evaluations, identifying areas for improvement and implementing necessary changes.
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
  • Facilitated team meetings and workshops to encourage open communication, sharing of best practices, and the development of new ideas for enhancing customer service delivery.

Customer Service Representative

HCL Technologies
08.2013 - 08.2014
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Front Office Associate

The Oberoi Group Of Hotels
10.2011 - 10.2012
  • Greeted guests warmly upon arrival and provided a seamless registration process, setting the tone for an enjoyable stay.
  • Assisted guests with special requests, ensuring their needs were met and exceeding expectations.
  • Supported sales team efforts by identifying opportunities for group business during peak seasons or special events at the hotel property.
  • Ensured guest satisfaction by promptly handling guest feedback and implementing improvements to avoid future complaints.
  • Implemented new procedures to improve front office operations and enhance overall guest experience.
  • Trained new front office associates in hotel policies, software usage, and customer service best practices.
  • Improved communication within the team by initiating weekly meetings to discuss challenges faced during shifts as well as possible solutions.

Education

Bachelor of Science - Hospitality Administration And Management

Insititute of Hotel Managment
Meerut, India
04.2001 -

Skills

Copy Editing

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Timeline

Knowldge Managment Editor

Airbnb
01.2019 - Current

Order Management Specialist

BRITISH TELECOM
09.2015 - 12.2018

Customer Service Executive

Wipro Technologies
12.2014 - 08.2015

Customer Service Representative

HCL Technologies
08.2013 - 08.2014

Front Office Associate

The Oberoi Group Of Hotels
10.2011 - 10.2012

Bachelor of Science - Hospitality Administration And Management

Insititute of Hotel Managment
04.2001 -

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