Rahul Nair

Operations Associate

Trivandrum, Kerala, India8 yrs 11 mos experience

Highly Stable

Key Highlights

Expert in investigations and risk analysis.
Proven track record in enhancing customer satisfaction.
Strong commitment to fairness and integrity.

Stackforce AI infers this person is a customer experience and risk management expert in the B2C SaaS industry.

Contact

Skills

Core Skills

InvestigationDecision-makingCustomer SupportCustomer SatisfactionQuality Control

Other Skills

safety needsmeeting standardsanalytical skillscommunicationCustomer Relationship Management (CRM)problem solvingTeam ManagementPeople managementMicrosoft OfficeCompliance ManagementStakeholder ManagementVendor ManagementClient handlingSubject Matter ExpertsBPO voice

About

Senior Appeals Expert at Airbnb with over six years of experience specializing in investigations, risk analysis, and high-level decision-making. Contributed to safeguarding Airbnb’s brand reputation by evaluating complex cases and aligning outcomes with organizational safety standards. Partnered with cross-functional teams to ensure compliance with policies while fostering user trust. Passionate about enabling a secure global platform by delivering solutions that balance stakeholder needs with Airbnb’s values and mission.

Experience

8 yrs 11 mos

Total Experience

2 yrs 11 mos

Average Tenure

Current Experience

Airbnb

Senior Appeals Expert

Nov 2018 – Mar 2025 · 6 yrs 4 mos · Gurugram, Haryana, India · Hybrid

Senior Appeals Expert (L5) at Airbnb.
Led comprehensive assessment and resolution of user appeals related to account suspensions, content removals, and policy violations. Conducted in-depth investigations to collect and analyze relevant data and user context, ensuring every decision was fair, consistent, and aligned with Airbnb’s internal policies and legal frameworks.
Communicated outcomes clearly and empathetically to hosts and guests, providing detailed reasoning behind decisions to ensure transparency and understanding. Maintained high standards of professionalism and support throughout the appeals process, offering guidance and clarification to users navigating complex or sensitive issues.
Collaborated closely with cross-functional teams including legal, policy, and customer support to uphold consistency in enforcement and continuously refine internal procedures. Actively identified patterns and trends in appeal cases, contributing insights to improve platform guidelines and enhance operational efficiency.
Ensured accurate record-keeping and case documentation, supporting audits, future reviews, and knowledge sharing. Demonstrated a strong commitment to Airbnb’s values of fairness, integrity, and inclusion in every interaction.
Continually engaged in training to stay current with evolving company policies and industry best practices. Made sound, timely decisions on enforcement actions, balancing user concerns with platform safety.
This role demanded strong analytical thinking, high attention to detail, excellent written communication skills, and a passion for delivering fair and equitable outcomes that enhance trust in the Airbnb community.

safety needsmeeting standardsinvestigationdecision-makinganalytical skillscommunication

Infosys

Senior Process Executive

Aug 2017 – Apr 2018 · 8 mos · Bengaluru, Karnataka, India · Remote

Designed and implemented strategies to enhance customer satisfaction by deeply analyzing customer expectations, feedback, and recurring pain points. Developed initiatives that consistently exceeded service benchmarks and improved overall user sentiment.
Handled complex and escalated customer complaints with professionalism and empathy, ensuring swift, satisfactory resolutions that aligned with brand values and service-level agreements.
Identified gaps and inefficiencies in existing customer service processes and introduced optimization strategies, leveraging best practices and modern tools to streamline workflows and boost customer satisfaction.
Collaborated cross-functionally with teams including IT, product development, and sales to address customer challenges, collect feedback, and contribute to service and product enhancements based on real-time insights.
Focused on delivering a seamless customer journey by understanding evolving customer needs and implementing innovative strategies that not only met but surpassed expectations.
Mentored and onboarded junior team members, instilling a strong understanding of process standards and performance expectations. Fostered a high-performance culture through consistent coaching and support.
Closely monitored key performance indicators (KPIs) such as SLA adherence, quality scores, and productivity metrics. Led timely interventions to sustain optimal team output and maintain service excellence.
Conducted regular quality checks and root cause analyses to identify recurring issues, leading corrective initiatives that ensured continuous improvement in support delivery.
Managed high-impact client escalations, delivering expert-level support that strengthened trust and elevated the customer relationship. Played a key role in driving loyalty and retention through proactive engagement and ownership.

Customer SupportCustomer Relationship Management (CRM)communicationproblem solvingcustomer satisfactioncustomer support

Sutherland

Senior Process Consultant

Sep 2015 – Aug 2017 · 1 yr 11 mos · Kochi, Kerala, India · Remote

Expertly handled issue resolution by investigating and addressing customer complaints and concerns, including credit report errors, disputes, and credit score inquiries. Delivered timely, accurate solutions while ensuring a high level of professionalism and empathy throughout the customer journey.
Maintained deep knowledge of Equifax products and services to offer precise support and advice. Stayed updated on new offerings and system updates to ensure relevant and helpful guidance was always provided to customers.
Ensured accurate documentation of all customer interactions within the CRM system, capturing actions taken and outcomes. Maintained comprehensive records to support quality control, compliance, and future case resolution.
Adhered strictly to data privacy and security standards in line with global regulations such as the Fair Credit Reporting Act (FCRA) and General Data Protection Regulation (GDPR). Protected sensitive customer information with diligence and integrity.
Provided educational support to customers by explaining how to read credit reports, understand credit scoring models, and safeguard against identity theft. Shared actionable tips and resources to help customers make informed decisions and improve their credit health.
Played a key role in team development by onboarding and mentoring junior staff. Ensured alignment with service standards, instilled a customer-first mindset, and encouraged continual performance improvement.
Monitored key performance metrics including SLA adherence, call quality, and agent productivity. Took proactive steps to ensure goals were consistently met or exceeded, fostering a culture of excellence within the team.
Demonstrated a strong commitment to customer advocacy, regulatory compliance, and operational efficiency, contributing to enhanced customer trust and long-term loyalty.