Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic

PRATEEK VERMA

Summary

Proactive and goal-oriented professional with extensive experience across customer experience, operations, business development, and client success. Recognized for strong problem-solving, people management, and cross-functional collaboration. Adept at driving business growth while delivering exceptional service outcomes. Quick to adapt, always focused on contributing to organizational impact and innovation.

Overview

5
5
years of professional experience

Work History

Support Ambassador

Teleperformance
02.2025 - Current
  • Company Overview: Airbnb
  • Delivered timely, personalized support to guests and hosts via phone, email, and chat.
  • Resolved complex issues including booking changes, cancellations, payment disputes, and verifications.
  • Navigated multiple systems for case documentation and escalation handling.
  • Maintained Airbnb’s empathetic, community-first tone across interactions.
  • Partnered with Trust & Safety, Payments, and Support teams to manage escalations.
  • Educated users on platform use, safety guidelines, and community standards.
  • Consistently exceeded key KPIs including CSAT, First Contact Resolution, and Average Response Time.
  • Airbnb

Sole Proprietor

Golden Feathers
10.2022 - 01.2025
  • Consulted clients on needs and offered tailored solutions, generating repeat business.
  • Built strong client relationships and industry reputation through consistent service delivery.
  • Conducted market research to determine optimal pricing and strategy.

Sole Proprietor

Golden Feathers
10.2022 - 01.2025
  • Consulted clients on needs and offered tailored solutions, generating repeat business.
  • Built strong client relationships and industry reputation through consistent service delivery.
  • Conducted market research to determine optimal pricing and strategy.

Team Manager, Operations

Amazon Development Centre
07.2020 - 09.2022
  • Managed team KPIs, SLAs, and coached team members on productivity and quality.
  • Led process improvements and presented performance reports.
  • Pioneered DEI initiatives, awarded ‘Inclusion Ambassador’ thrice.

Team Manager, Operations

Amazon Development Centre
07.2020 - 09.2022
  • Managed team KPIs, SLAs, and coached team members on productivity and quality.
  • Led process improvements and presented performance reports.
  • Pioneered DEI initiatives, awarded ‘Inclusion Ambassador’ thrice.

Education

Post Graduate Diploma - Business Analytics (HR & Marketing)

Symbiosis Institute of Business Management
11.2014

Bachelor of Arts - Psychology

Kalinga University
10.2016

Bachelor of Commerce - International Business

Delhi University
09.2005

Skills

  • Customer Experience & Escalation Management
  • Team & Operations Leadership
  • Business Development & Retention
  • Cross-functional Collaboration
  • Quality & Performance Metrics (CSAT, FCR, AHT)
  • Client Relationship Management

Websites

Accomplishments

  • Young Typhoon Award – Project Initiatives
  • 3x Inclusion Ambassador Award (Amazon)
  • Employee of the Year Award

Timeline

Support Ambassador

Teleperformance
02.2025 - Current

Sole Proprietor

Golden Feathers
10.2022 - 01.2025

Sole Proprietor

Golden Feathers
10.2022 - 01.2025

Team Manager, Operations

Amazon Development Centre
07.2020 - 09.2022

Team Manager, Operations

Amazon Development Centre
07.2020 - 09.2022

Bachelor of Arts - Psychology

Kalinga University

Bachelor of Commerce - International Business

Delhi University

Post Graduate Diploma - Business Analytics (HR & Marketing)

Symbiosis Institute of Business Management

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PRATEEK VERMA