Aryan Maurya

Customer Operations and Travel Operations professional with nearly 3 years of experience managing high-volume customer interactions across voice, email and chat support. Experienced in booking management, refunds, cancellations, operator coordination, customer compensation, service recovery, CRM systems and cross-functional collaboration. Ranked #1 performer for 10 consecutive months at Paytm Travel while consistently exceeding SLA, quality and customer satisfaction metrics.

Senior Executive – Customer Operations - Paytm Services Pvt. Ltd.

(2026-04)

• Handle customer interactions across voice, email and chat support.
• Resolve booking modifications, cancellations, refunds and travel-related customer issues.
• Coordinate with operators and internal teams while maintaining SLA compliance and customer satisfaction.

Senior Operations Executive - One97 Communications Ltd. (Paytm Travel)

(2023-07 - 2025-08)

• Ranked #1 performer for 10 consecutive months among 50+ customer support executives based on CSAT, QA and SLA performance.
• Managed 50–70 customer interactions daily across voice, email and chat while handling booking modifications, cancellations, refunds and travel disruptions.
• Utilized DevRev CRM, Freshdesk, Google Sheets, MS Excel and internal operational platforms to manage customer cases, escalations and workflow tracking.
• Contributed to the rollout of the Paytm Assured feature by analysing recurring customer pain points, validating operational workflows and recommending process improvements.
• Managed customer compensation, service recovery and operator coordination while consistently maintaining SLA compliance and high customer satisfaction.
• Collaborated with Product, Operations, Finance and Business teams to identify recurring operational issues and improve customer journey through process optimisation.

Bachelor of Commerce - B.Com. - School of Open Learning (SOL), University of Delhi

Senior Secondary - CBSE