Sandeep
ML Specialist (Operations)
New Delhi
Summary
Customer support and operations professional with around 9.5 years of experience across global organizations, including 8+ years at Airbnb. Skilled in managing support processes, improving quality, and working with cross-functional teams. Experienced in handling partner operations, ensuring compliance with SOPs, and contributing to performance analysis and service improvements. Strong focus on data accuracy, process consistency, and collaborative problem-solving.
Overview
11
11
years of professional experience
2
2
Languages
Work History
ML Specialist (Operations)
Airbnb
11.2017 - Current
- - Supported partner performance processes for customer service operations, ensuring adherence to quality benchmarks and SOPs.
- - Collaborated with internal stakeholders and vendor teams to identify process gaps, drive improvements, and support performance reporting.
- - Contributed to performance reviews and business insights through data review and documentation.
- - Ensured consistency in data labeling operations across chat, email, and hotline channels to support ML and automation initiatives.
- - Assisted in tracking partner feedback, supporting root cause analysis and continuous improvement.
Senior Practitioner – Live Chat Support
Concentrix (Amazon Process)
05.2016 - 05.2017
- - Provided real-time support to Amazon customers across multiple chat queues.
- - Maintained high accuracy, customer satisfaction, and resolution rates.
- - Managed escalations and ensured timely follow-ups, contributing to team-level performance targets.
IT Executive – Account Recovery & Safety Ops
Accenture (Google Process)
04.2015 - 04.2016
- - Handled sensitive customer issues related to account recovery, fraud, and spam.
- - Followed strict security protocols and escalated high-risk cases to Trust & Safety teams.
- - Supported feedback loops by reporting recurring trends and suggesting process improvements.
Education
Bachelor of Business Administration - BBA
Guru Gobind Singh Indraprastha University (GGSIPU)
Delhi01.2013
Skills
- Customer Service Processes
- SOP Compliance & QA Tracking
- Process Documentation
- Productivity Monitoring
- Google Workspace, Excel, PowerPoint
- Ticketing Systems, QA Dashboards
Interests
- Hobbies: Solo Traveling
Other Details
- - Flexible to overlap with US hours (till 10am PST)
- - Marital Status: Married
- - Date of Birth: 6th August 1992
Timeline
ML Specialist (Operations)
Airbnb
11.2017 - Current
Senior Practitioner – Live Chat Support
Concentrix (Amazon Process)
05.2016 - 05.2017
IT Executive – Account Recovery & Safety Ops
Accenture (Google Process)
04.2015 - 04.2016
Bachelor of Business Administration - BBA
Guru Gobind Singh Indraprastha University (GGSIPU)