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
Layout Design
Fact-checking
Research
Error spotting
Content Development
Strategic content planning
Document Proofreading
Project Management
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 -