Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shirin Ganguli

Summary

Dynamic Subject Matter Expert in product services with a proven track record in end-to-end client servicing. Skilled in crafting and implementing comprehensive solutions that significantly enhance customer satisfaction and propel business success. Committed to excellence in service delivery and consistently driving value for clients through innovative strategies and a client-centric approach.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Safety Specialist

Airbnb Global Capability Centre Private Limited
05.2022 - Current
  • Effectively partnered with the Knowledge Management team to develop and implement a comprehensive playbook and workflow, enhancing best practices for an improved service journey
  • Currently leading a high-performance service journey project focused on daily inventory management of cases to minimize escalations and enhance overall service efficiency
  • Collaborated with Stakeholder management team for a better service journey for customer

Resolutions Specialist

Airbnb Global Capability Centre Private Limited
10.2020 - 04.2022
  • Delivering comprehensive end-to-end solutions that enrich the experiences of both Guests and Hosts within our community
  • Successfully Mentored Nesting batches 2021 August to December

Sr. Travel Advisor

British Airways PLC- Call BA
02.2016 - 10.2020
  • Provider of exceptional level of customer service and account management to markets of US,UK, South west Pacific
  • Have designed implemented and conducted training mentoring to service agents
  • Has been top revenue performer from 2017 to 2019

Fraud Analyst

American Express India
01.2015 - 01.2016
  • Reviewed and analyzed online banking/ ACH transactions to determine fraud activity
  • Executed and performed client services which included; client calls, transaction processing, inquiry response/ research, account maintenance and analyzing customer questions, requests and problems

Education

M.A Diploma - International Broadcast Journalism

Birmingham Institute of Art & Design
01.2010

B.A - English Hons.

Sri Shikshayatan College
01.2007

Skills

  • Travel GDS - Amadeus
  • Office 360
  • Advance Excel

Certification

  • Six Sigma Foundation, 01/01/21
  • Creating Positive Conversation with Challenging Customers, 01/01/22
  • Six Sigma White Belt Certification, 01/01/24
  • Six Sigma Yellow Belt Certification, 01/01/24
  • Six Sigma Green Belt, 01/01/24

Timeline

Safety Specialist

Airbnb Global Capability Centre Private Limited
05.2022 - Current

Resolutions Specialist

Airbnb Global Capability Centre Private Limited
10.2020 - 04.2022

Sr. Travel Advisor

British Airways PLC- Call BA
02.2016 - 10.2020

Fraud Analyst

American Express India
01.2015 - 01.2016

M.A Diploma - International Broadcast Journalism

Birmingham Institute of Art & Design

B.A - English Hons.

Sri Shikshayatan College

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Shirin Ganguli