Experience

Urban Company (Formerly UrbanClap)

• India
• Technology, Information and Internet
• 1 - 100 Employee

• Subject Matter Expert

  • Apr 2023 - Present

  * As a trusted member of UrbanCompany's esteemed Trust & Safety team, I play a crucial role in safeguarding the platform and protecting our users' well-being, ensuring a secure and enjoyable experience for all. * Working in UrbanCompany's dynamic Trust & Safety department, I am deeply committed to maintaining the highest standards of user safety and fostering an environment of trust and transparency. *As a member of UrbanCompany's dedicated Trust & Safety team, I am driven by the mission to create a secure and reliable marketplace, where our users and partners can confidently engage with our services and build lasting connections. *At UrbanCompany, I am fortunate to collaborate with a diverse team of professionals, collectively focused on upholding the highest ethical standards and delivering an exceptional user experience. *As a part of UrbanCompany's Trust & Safety team, I am driven by the belief that fostering a secure environment is essential for establishing long-term relationships with our users, ensuring their satisfaction and loyalty. Show less



Urban Company

• India
• Technology, Information and Internet
• 700 & Above Employee

• Subject Matter Expert

  • Jun 2021 - Present

  • Leading two teams of a total of 18 people to resolve critical escalations raised by customers through different social media platforms. 15% increase in resolution rate reported. • Directing the ORM team to address and share escalations with the relevant team using the Locobuzz tool and Zendesk.• Supervising Crisis Management team to resolve different levels of critical escalations, including consumer forum cases.

• Team Lead

  • May 2020 - Jun 2021

  • Led a team of 25 people for Project Kavach, an initiative during the pandemic to ensure customers received safe services while keeping Covid-19 protocols in practice. • Monitored 10 different types of audits (Like- Temperature & PPE kit check) during Covid-19. • Responsible for ensuring identity fraud checks during audits.

• Senior Associate

  • Jun 2019 - May 2020

  • Trained a batch of 10 new associates every month. • Responsible for ensuring five mentees met their monthly targets without fail.

• Associate -

  • May 2018 - May 2019

  • Cultivated and strengthened customer relationships and ensured that services were delivered timely while working for No Show.• Promptly addressed concerns, complaints, and inquiries to meet customer satisfaction while working with Helpline.