Sanchita Deb

DoorDash partners with hundreds of thousands of merchants and employs Dashers (independent delivery drivers) to fulfill orders.

It is one of the largest food delivery platforms in the U.S., competing with Uber Eats, and Grubhub.

• Collaborate with local market heads to identify and prioritize target restaurants.
• Reach out to restaurant owners via calls, emails, or field visits to set up meetings.
• Present the value proposition of DoorDash, and handle objections confidently.
• Build relationships with restaurant owners and decision-makers.
• Conduct discovery calls to understand the restaurant's business needs and pain points.
• Conduct onboarding calls or in-person meetings to walk clients through the benefits and logistics of joining DoorDash.

Airbnb is a global online marketplace that connects people looking to rent out their homes with those seeking accommodations. Founded in 2008, Airbnb allows hosts to list their properties—such as apartments, houses, or even unique spaces like treehouses—for short-term stays. Guests can browse listings, read reviews, and book accommodations through the platform.

• Handling inbound and outbound calls with guests and hosts.
• Handling reservation issues
• Refunds and cancellations
• Listing inquiries
• Check-in/check-out help
• Give clear, concise, and correct information about Airbnb policies, pricing, features, etc.
• Investigate and resolve complaints efficiently.
• Escalate complex or sensitive issues to senior teams (Trust & Safety, Claims, etc.).
• Maintain a high First Call Resolution (FCR) rate.
• Follow standard scripts and call-handling procedures.
• Ensure empathy, professionalism, and active listening during calls.
• Meet performance KPIs, like Average Handling Time (AHT), Customer Satisfaction (CSAT), etc.

• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Managing incoming calls and customer service inquiries.
• Identifying and assessing customers needs to achieve satisfaction.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.
• Exhibiting patience in order to appease the most difficult clients.
• Take ownership of customer issues.
• Troubleshoot problems and see them through to resolution.
• Escalate unresolved issues to the appropriate internal teams.
• Collect prompt and accurate feedback from customers.

• Implemented comprehensive Quality Assurance services for call centers, focusing on customer interaction analysis.
• Oversaw management of quality workflow processes to boost agent performance and uncover upsell opportunities.
• Supplied back office support including address verification and credit card activation.
• Conducted billing corrections to maintain accuracy in financial records.