Sonal Singh

Operations Associate

Delhi, India8 yrs experience

Most Likely To SwitchHighly Stable

Key Highlights

Expert in customer experience across multiple industries.
Proven track record in claims management and support.
Passionate about enhancing e-commerce customer journeys.

Stackforce AI infers this person is a Customer Experience Specialist in E-commerce and Support Services.

Contact

Skills

Core Skills

Claims ManagementInsurance SupportSeller Support

Other Skills

Claims HandlingInsurancebug reportEscalation ResolutionProduct ResearchCopywritingE-CommerceSocial Media MarketingEmail ManagementData MiningOnline SupportWeb ChatChatEmailEmail Marketing

About

I am an individual who have gained multiple skills and also worked in multiple domains. Being a tech graduate, I have also learnt the design by research. Customer experience has always been my favorite field of study and by working in different industry settings of automobile, gaming, ecommerce and hospitality. I have tried to learn how bad experience comes from product or any service. Apart from this, I have also worked into sales to understand how consumers perceive the communication given by any kind of sales pitch. Last but not the least working for Amazon seller program where I used to help various new sellers to get on to Amazon platform. Pursuing my career in ecommerce is what I want because I believe in this growing era online shopping is there but it needs a lot of improvement when it comes customer experience. Currently I am enrolled in couple of courses because I believe that your knowledge needs to be updated time to time and I am glad that through education technology it is easier to bridge that gap.

Experience

8 yrs

Total Experience

2 yrs 3 mos

Average Tenure

4 yrs 7 mos

Current Experience

Airbnb

Support Ambassador

Oct 2022 – Present · 3 yrs 7 mos · Gurugram, Haryana, India · Remote

Highly skilled and dedicated Support Ambassador with a proven track record of providing exceptional customer service and resolving complex issues. Specializing in claims management, insurance support, social media escalations, and bug reporting, I bring a wealth of knowledge and expertise to ensure customer satisfaction and organizational success. With a strong attention to detail and excellent problem-solving abilities, I thrive in fast-paced environments and excel at handling diverse responsibilities.
Claims Management:
Expertly handle and process claims from initiation to resolution, ensuring accuracy and efficiency throughout the process.
Collaborate with internal teams, including legal and finance, to ensure seamless claims processing and mitigate potential risks.
Insurance Support:
Serve as a reliable point of contact for policyholders, agents, and brokers, providing guidance and support on insurance-related inquiries.
Offer detailed explanations of policy terms and coverage, assisting clients in understanding their rights and responsibilities.
Facilitate policy updates, endorsements, and policy cancellations while maintaining accurate records and adhering to regulatory requirements.
Social Media Escalations:
Monitor and respond to customer feedback, comments, and complaints on various social media platforms, ensuring timely and satisfactory resolutions.
Engage with customers in a professional and empathetic manner, showcasing strong communication skills and building positive brand image.
Collaborate with cross-functional teams to address customer concerns, provide accurate information, and manage reputation effectively.
Bug Reporting:
Identify, investigate, and reproduce software bugs reported by users, ensuring comprehensive documentation and clear communication with the development team.
Conduct rigorous testing to validate bug fixes and updates, contributing to the enhancement of product quality and user experience.

Claims HandlingInsurancebug reportEscalation ResolutionClaims ManagementInsurance Support

Spinny

Escalation Specialist

Oct 2021 – Present · 4 yrs 7 mos · Gurugram, Haryana, India

Social Media Escalations
Meeting the target of resolve rate to 95%
Maintaining data for daily follow ups
Discussions with internal team to resolve the customer issues
Assisting customer throughout the journey

Ienergizer

Executive Assistant

Aug 2020 – Jul 2021 · 11 mos · Noida, Uttar Pradesh, India

Handling technical queries of game players
Troubleshooting assistance in game and internet connectivity issues
Making bug reports of the errors and marking to the development team
Assisting players for the know issues occurrence
Game testing done for 300 hours

Anterprerna infotech private limited

Seller support

Sep 2018 – Jul 2020 · 1 yr 10 mos · Pune, Maharashtra, India

Providing end to end ownership of every seller interaction coupled with proactive problem solving and provides exceptional support to sellers.
Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
Adding product catalogue by choosing the right category and also helping sellers in content creation for products
Helping sellers to provide best price vendors for the product visualization like photographers and graphic designers

Product ResearchCopywritingSeller Support

Amazon

Customer Support Associate

May 2017 – Jan 2018 · 8 mos · Pune

Act as the first point of contact for customers seeking help with products or technical issues and retail order related issues
Coordinate with customers to resolve any billing inquiries.
Assess the customer's needs and translation into solutions.