Mayurika Ghosh

Operations Associate

Bengaluru, Karnataka, India1 yr 8 mos experience

Key Highlights

Proven track record in customer service excellence.
Strong analytical skills driving effective problem resolution.
Passionate about sustainable tourism and leadership development.

Stackforce AI infers this person is a Customer Service Specialist with a focus on the Travel and Tourism industry.

Contact

Skills

Core Skills

Customer ServiceCommunicationCustomer Support

Other Skills

Analytical SkillsCustomer SatisfactionQuality AssuranceNegotiationTime ManagementActive ListeningTravel AgenciesSearch Engine Optimization (SEO)WordPressPublic RelationsDigital MarketingFine ArtWeb Content WritingEvent ManagementUser Experience (UX)

About

What I try to do everyday- knotting with the tourism industry with a dash of passion, purpose & entrepreneurship while developing future leadership!

Experience

1 yr 8 mos

Total Experience

1 yr 3 mos

Average Tenure

4 mos

Current Experience

Alorica

Customer Service Associate

Jan 2026 – Present · 4 mos · On-site

Delivered high-quality customer support via calls, chats, and emails, resolving issues related to orders, refunds, returns, deliveries, payments, and Prime membership
Maintained a customer-first approach, ensuring high Customer Satisfaction (CSAT) scores and positive customer feedback
Achieved strong First Contact Resolution (FCR) by taking complete ownership of customer issues until closure
Met productivity and efficiency targets including Average Handle Time (AHT) without compromising service quality
Consistently passed Quality Assurance (QA) audits by adhering to Amazon policies, SOPs, and compliance standards
Accurately documented all customer interactions in internal CRM tools to ensure transparency and follow-up
Demonstrated adaptability in a fast-paced, metric-driven environment, managing high interaction volumes effectively
Maintained excellent schedule adherence and punctuality while working in rotational/night shifts
Collaborated with internal teams to escalate and resolve complex customer issues efficiently

Analytical SkillsCommunicationCustomer SatisfactionQuality AssuranceCustomer Service

Airbnb

Associate

Sep 2024 – Jan 2026 · 1 yr 4 mos · Bangalore Urban, Karnataka, India

Supported Airbnb guests and hosts end-to-end across the booking lifecycle — from reservation creation and pre-check-in queries to in-stay support and post-checkout resolutions
Assisted guests with check-in failures, lockbox/key access issues, property discrepancies, cleanliness concerns, and host non-responsiveness, ensuring timely and fair resolutions
Guided hosts on listing management, calendar availability, pricing updates, cancellations, payout timelines, and policy explanations
Handled refunds, reservation alterations, date modifications, and payment disputes in line with Airbnb’s policies and escalation frameworks
Resolved app and platform issues including login errors, booking failures, and payment glitches by troubleshooting and coordinating with internal technical teams
Managed escalations and sensitive cases by applying empathy, policy knowledge, and sound judgment to balance guest satisfaction and host fairness
Maintained detailed and accurate case documentation to support transparency, audit readiness, and smooth follow-ups
Met performance benchmarks including CSAT, First Contact Resolution, Average Handle Time, Quality Assurance scores, and schedule adherence
Worked efficiently in a high-volume, fast-paced environment, handling global customers across time zones while maintaining professionalism and compliance

CommunicationAnalytical SkillsCustomer Support