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Nitu Nag

Team Lead at Airbnb

Jamshedpur

Work experience

Airbnb
- NowPresent

TP
- NowPresent

Supervised daily floor operations and shift handovers, ensuring seamless workflow distribution. Provided real-time support and tactical feedback to improve individual agent quality scores. Achievement: Received a Certificate of Excellence for leadership support and consistency.
TP
- NowPresent

Served as the primary technical anchor for complex process queries and floor support. Used Tableau to analyze performance trends and identify areas for process improvement. Guided new hire batches through the nesting phase to ensure production readiness.
TP
- NowPresent

Managing a high-performing team of customer service associates to ensure all operational metrics (AHT, CSAT, NPS) are exceeded. Leveraging Medallia and Salesforce to monitor real-time customer feedback and implement service recovery strategies. Conducting data-driven coaching sessions to bridge skill gaps and maintain quality compliance. Achievement: Awarded "Best Team Leader" for top-quartile performance and team discipline.

Education

Ranchi University, Ranchi

Bachelor of Science, Chemistry

Ranchi University, Ranchi

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Nitu Nag on Tal

Headline

Team Lead at Airbnb

Location

Jamshedpur

Work experience

Team Lead at Airbnb

Deputy Team Lead at TP, Supervised daily floor operations and shift handovers, ensuring seamless workflow distribution. Provided real-time support and tactical feedback to improve individual agent quality scores. Achievement: Received a Certificate of Excellence for leadership support and consistency.

Specialist at TP, Served as the primary technical anchor for complex process queries and floor support. Used Tableau to analyze performance trends and identify areas for process improvement. Guided new hire batches through the nesting phase to ensure production readiness.

Team Lead at TP, Managing a high-performing team of customer service associates to ensure all operational metrics (AHT, CSAT, NPS) are exceeded. Leveraging Medallia and Salesforce to monitor real-time customer feedback and implement service recovery strategies. Conducting data-driven coaching sessions to bridge skill gaps and maintain quality compliance. Achievement: Awarded "Best Team Leader" for top-quartile performance and team discipline.

Education

Bachelor of Science, Chemistry, Ranchi University, Ranchi

Nitu Nag - Team Lead in Jamshedpur | Tal