Saboor Syed Noorul

• Customer Service Representative | Airbnb (Through Sutherland)

During my time working with Airbnb through Sutherland, I was responsible for delivering top-tier customer support by resolving issues and providing exceptional service to guests and hosts. My role primarily involved handling inbound calls and ticketing systems to ensure that customer concerns were addressed promptly and effectively.

Key responsibilities included:

• Ticket Resolution: Efficiently managing customer issues by responding to service tickets, resolving queries related to bookings, payments, cancellations, and account management, ensuring prompt and accurate resolutions.
• Inbound Call Handling: Providing clear, concise, and empathetic support to customers over the phone, addressing a wide range of issues related to their experiences with Airbnb services.
• Customer Relationship Management: Building rapport with both guests and hosts to understand their concerns and offer solutions, ensuring customer satisfaction and fostering loyalty.
• Problem-Solving and Troubleshooting: Proactively identifying root causes of issues and troubleshooting to provide effective solutions, escalating issues when necessary to senior support teams.

As a Junior Data Analyst at HRBP, I supported organizations in optimizing their recruiting and onboarding processes by leveraging data insights. My role focused on analyzing key HR metrics to drive better hiring decisions and improve the employee experience from day one.

Key responsibilities included:

• Data Collection: Tracking critical recruitment and onboarding metrics such as candidate sourcing, time-to-hire, new hire satisfaction, and onboarding feedback.
• Data Analysis: Identifying trends and insights within recruitment and onboarding data to streamline hiring processes and enhance the new employee experience.
• Reporting: Creating detailed reports and dashboards to present actionable insights, which empowered HRBP consultants to advise clients on improving their recruitment strategies and onboarding practices.

I helped clients achieve measurable improvements in recruitment efficiency and employee retention, contributing to the success of their HR operations.o business performance.