Dec 2023 – Present · 2 yrs 6 mos

• Resolved high-volume customer travel-related queries, including booking failures, refund status, cancellations, and payment discrepancies across domestic flights, trains, and bus tickets via email and voice support channels. Handled 40+ customer tickets daily with consistent SLA compliance, ensuring timely and effective resolution. Managed escalated and high-priority cases, providing empathetic and satisfactory solutions to irate or distress customers. Acted as a point of resolution for complex issues related to travel bookings and QR code/payment disputes. Maintained detailed ticket logs, ensured timely follow-ups, and tracked resolution status to closure. Coordinated with internal travel operations teams and technical departments to reduce recurrence of issues and enhance overall user satisfaction. Contributed to knowledge base updates and shared insights on recurring issues for process improvement.

Jun 2022 – Dec 2023 · 1 yr 6 mos

• Worked in the CST (Customer Service Team) for the Movie Domain, handling customer issues related to online movie ticket bookings, cancellations, refunds, and showtime changes. Managed over 60+ customer interactions daily via calls and emails, ensuring prompt resolution of payment failures, booking errors, and QR code access issues at theaters. Provided empathetic and effective communication to resolve customer complaints and escalations within SLA timelines. Collaborated with backend teams and cinema partners to resolve booking discrepancies and support customer satisfaction. Logged and tracked customer issues through CRM tools, ensuring ticket closure and follow-ups as needed.

Jan 2022 – Present · 4 yrs 5 mos

• As an Operations Executive in the travel department at Paytm, I manage day-to-day travel operations and ensure smooth service delivery for our clients . My role includes handling bookings, addressing customer inquiries, coordinating with vendors, and troubleshooting any issues that may arise during the travel process . I strive to maintain high standards of customer satisfactions and operational efficiency, consistently meeting the needs of our clients . Additionally , I assist in optimizing processes and implementing solutions that contribute to overall success and growth of the department .

Jan 2022 – Jun 2022 · 5 mos

• Acted as the first point of contact for Paytm merchants, addressing queries related to QR code activation, payment failures, refunds, settlement delays support. Managed over 50+ daily tickets through voice and email channels, ensuring timely and accurate resolutions. Investigated and resolved transaction issues, guiding merchants through the portal and app for smooth operations. Coordinated with backend teams and product departments to escalate technical bugs or onboarding glitches. Ensured full compliance with service-level agreements (SLAs) and maintained accurate CRM logs for all merchant interactions. Educated merchants on best practices for using Paytm services and resolved recurring complaints proactively.

Jan 2020 – Nov 2021 · 1 yr 10 mos · Delhi, India · On-site

Aug 2018 – Jan 2020 · 1 yr 5 mos

• Handled customer interactions related to Vodafone services including mobile plans, billing, network issues, SIM activations, and plan upgrades. Resolved customer queries via voice and non-voice channels, ensuring first-call resolution and customer satisfaction. Assisted in resolving escalated issues efficiently while maintaining professionalism and empathy. Educated customers on new products, value-added services, and promotional offers to enhance customer experience. Maintained accurate records of customer interactions and followed up to ensure resolution. Met daily performance metrics including quality, productivity, and customer satisfaction targets. Adhered to process compliance, data privacy guidelines, and company policies.

Jul 2018 – Nov 2019 · 1 yr 4 mos