Saloni Dalal

CEO

Goa, India9 yrs 2 mos experience

Highly Stable

Key Highlights

Resolved C-suite escalations at Airbnb.
Optimized workflows, reducing backlogs by 78%.
Boosted customer satisfaction scores significantly.

Stackforce AI infers this person is a Customer Experience and Operations Management expert in the Hospitality and Tourism industry.

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Skills

Core Skills

Operations ManagementTeam LeadershipCustomer Experience ManagementStakeholder ManagementProperty Management Systems

Other Skills

Team BuildingManagement SystemsCross-functional CollaborationsProblem SolvingLeadershipManaging WorkflowSenior Stakeholder ManagementGuest ExperienceManaged HostingSalesforce.com ImplementationBacklog ManagementCommunity DevelopmentInterpersonal Communicationcross fuctional teamRecruiting

About

Expert in customer service excellence, high-volume queue management, executive escalations, process optimization, KPI tracking, team leadership, and stakeholder engagement. Skilled in empathy-driven communication, standardizing protocols, and converting customer complaints into retention successes. Proven at Airbnb: resolved C-suite escalations, optimized workflows, reduced backlogs 78%, boosted customer satisfaction scores, and drove revenue growth.

Experience

9 yrs 2 mos

Total Experience

1 yr 8 mos

Average Tenure

4 mos

Current Experience

Stayvista

Escalation Manager

Feb 2026 – Present · 4 mos · Mumbai · On-site

Tata motors goldrush

2 roles

Operations Manager

Feb 2025 – Present · 1 yr 4 mos · Lucknow, Uttar Pradesh, India · On-site

Operations Manager

Feb 2025 – Nov 2025 · 9 mos · Lucknow, Uttar Pradesh, India · On-site

Planned and executed 25+ BTL and on-ground activations across 10 cities, delivering all promotions on
time and 15% under budget, enhancing brand visibility by 40%.
Defined daily/weekly targets for 50+ field staff and promoters, monitoring performance to optimize
deployment and boost campaign ROI by 28%.
Led 15 training sessions for 200+ frontline teams, improving product knowledge and selling skills,
resulting in 35% higher customer engagement scores.
Built relationships with 12 key clients via data-driven performance reports, driving 20% repeat business
through recommended optimizations.

Team BuildingManagement SystemsOperations ManagementCross-functional CollaborationsProblem SolvingTeam Leadership+2

Airbnb

2 roles

Associate

Promoted

Mar 2022 – Dec 2024 · 2 yrs 9 mos · Montreal, Quebec, Canada

Stakeholder Management
Handled highly sensitive CEO and executive escalations, crafting tailored resolutions that balanced
guest, host, and regulatory interests while protecting Airbnb’s brand reputation.
Analyzed recurring high-impact issues from escalations to identify policy or process gaps and partnered
with cross‑functional teams to implement fixes that reduced similar cases over time.
Case Ownership and Team Building
Led resolution for high‑risk and media‑sensitive cases, consistently closing 95%+ of escalations within
SLA while maintaining strong guest and host satisfaction.
Exclusively tasked to stakeholder escalation group, directing resolution of mission-critical issues
impacting operations.
Investigated complex reservation, safety and refund issues, balancing policy and empathy to protect
revenue while driving fair outcomes for both guests and hosts.
Acted as a subject-matter expert for complex global cases, mentoring peers on de‑escalation techniques,
documentation standards, and policy interpretation to drive consistent decision quality.
Collaborated with Legal, Trust & Safety, Payments, and PR teams to coordinate responses on regulatory,
media-sensitive, or litigation-related cases, ensuring timely, compliant resolutions within strict SLAs
Enforced escalation SLAs, guaranteeing customer/host callbacks within 1 hour, stakeholder summaries
and resolution plans within 2 hours, and cross-functional teams for high-impact resolutions, prioritizing
quality over volume to handle complex cases spanning weeks or 20+ weekly.
Spearheaded projects like NPS Recovery, CM Bulletin, and Recruitment and Training initiatives.

Customer Experience ManagementManaging WorkflowSenior Stakeholder ManagementGuest ExperienceManaged HostingSalesforce.com Implementation+8

Escalations Associate

Apr 2021 – Nov 2024 · 3 yrs 7 mos · Montreal, Quebec, Canada

Management SystemsProperty Management SystemsCustomer Experience ManagementTourism Management

Sonder inc.

Guest Experience Specialist

Jul 2020 – Feb 2022 · 1 yr 7 mos · Montreal, Quebec, Canada · Remote

Handled a high volume of global guest contacts via phone, email and chat, consistently exceeding daily
handling targets while maintaining quality metrics.
Resolved stay‑related issues such as check‑in problems, amenity concerns, billing discrepancies and
reservation changes, driving repeat bookings and positive reviews.
Coordinated with on‑ground operations teams in multiple cities to dispatch support, arrange relocations,
and ensure issues were resolved end‑to‑end.
Contributed feedback to knowledge base and internal playbooks to streamline responses and reduce
average handling time.

Customer Experience ManagementGuest Service ManagementFeedback ManagementCommunicationCross-functional Collaborations

Vancouver convention centre

Guest Services Coordinator

May 2019 – Sep 2019 · 4 mos · Vancouver, British Columbia, Canada

> Managed multiple daily operations; Employee Assignment and Dispatch, Guest Query Resolution, Staff and Guest Access Control
> Addressed event requirements, sales inquiries, and managed information flow
> Utilized event based management systems to facilitate the following sub-operations at the VCC premises; Deliveries, Facility Service Requests, Lost & Found, Loading Bay Clearance, and Onsite Parking Management

Property Management SystemsCustomer Experience ManagementTourism Management