Summary
Overview
Work history
Education
Skills
Certification
Languages
Personal Information
Accomplishments
Timeline
Generic
Prity Gupta

Prity Gupta

Gurgaon,Haryana

Summary

Detail-oriented and proactive Knowledge Editor with over 7 years of diverse experience in UX and technical writing, content strategy, and business process optimisation. Proven ability to create clear, user-focused documentation and streamline workflows within fast-paced, global environments. Certified in Project Management, UX Writing, and Lean Six Sigma Green Belt. Strong background in customer service and stakeholder collaboration across UK, US, and international markets. Highly adaptable and open to relocation.

Overview

10
10
years of professional experience
2019
2019
years of post-secondary education
1
1
Certification

Work history

Knowledge Editor

Airbnb
Gurgaon, Haryana
12.2019 - Current
  • Lead the development and maintenance of claims and insurance articles, workflows, and policies, ensuring clarity and compliance for global support teams.
  • Collaborate with Legal, Product, and Operations teams to align knowledge assets with strategic goals and regulatory requirements.
  • Drive continuous improvements in knowledge management and customer experience through cross-functional projects.
  • Collaborated with design team for visually appealing layouts.
  • Applied consistent style guide across all written materials to ensure brand consistency.
  • Conceived innovative story ideas, resulting in captivating articles.

Customer Service & Support Roles

Various Companies (UK & US Markets)
Gurgaon, Haryana
10.2015 - 03.2019

Provided customer and backend support across multiple industries including insurance, travel, banking, and airline services for UK and US markets. Managed high volumes of customer inquiries via phone, email, and chat, ensuring timely and effective issue resolution. Developed strong communication, problem-solving, and cross-cultural collaboration skills while supporting diverse international clients.

  • Admiral Solutions EUI Ltd – Customer Service Representative (UK Market) | Sep 2018 – Mar 2019
  • Intelenet Global Services – Customer Support (US Market) | Oct 2017 – Jul 2018
  • FIS Global – Customer Support (UK Market) | Dec 2016 – Jun 2017
  • InterGlobe Technologies – Backend Support (US Market) | Oct 2015 – Sep 2016

Education

Bachelor of Arts - Political science

SBSE College, Delhi University
New Delhi, IN-DL

Skills

  • Content & Knowledge Management: Confluence, Contentstack, SharePoint
  • UX & Design Tools: Figma, Adobe XD, Miro
  • Project & Process Management: JIRA, Asana, Lean Six Sigma methodologies
  • Data & Analytics: Basic SQL, Excel (PivotTables, VLOOKUP)
  • Communication & Collaboration: Google Workspace (Docs, Sheets, Slides), Microsoft Office Suite, Slack
  • Writing & Editing: Technical Writing, UX Writing, Content Strategy, Business Process Documentation

Certification

  • Google Project Management
    (Coursera): Mastered advanced
    project management techniques
    through Google's prestigious
    Coursera program, enhancing
    proficiency in overseeing complex
    initiatives.
  • Lean Six Sigma Green Belt
    (Benchmark): Achieved Lean Six
    Sigma Green Belt certification from
    Benchmark, showcasing
    commitment to streamlining
    processes and delivering high-
    quality outcomes.
  • Google UX Design (Coursera): Developed hands-on expertise in UX principles, user research, wireframing, and prototyping through Google's professional program. Strengthened ability to design intuitive, user-centered digital experiences using Figma and Adobe XD.

Languages

English
Fluent
Hindi
Native

Personal Information

Accomplishments

  • Airbnb recognition for embodying core values as a host.
  • Recognized and rewarded by current employer for serving as Learning and Development SPOC for the team throughout the year.
  • Transformed complex insurance and claims processes into accessible, user-centric knowledge articles, contributing to a 25% reduction in ambassador escalations.
  • Recognised by leadership at Airbnb for leading high-impact content initiatives and ensuring flawless delivery in cross-functional settings involving Legal, Product, and Operations.
  • Built scalable content standards and workflows adopted across multiple outcome groups, improving documentation consistency and reducing turnaround time by 40%.
  • Successfully bridged customer service and content strategy, drawing from frontline experience to craft empathetic, intuitive, and policy-aligned knowledge assets.

Timeline

Knowledge Editor

Airbnb
12.2019 - Current

Customer Service & Support Roles

Various Companies (UK & US Markets)
10.2015 - 03.2019

Bachelor of Arts - Political science

SBSE College, Delhi University

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Prity Gupta