Avastha Kaur

Results-driven Customer Operations professional with 3+ years of experience in SLA management, KPI monitoring, and process improvement within digital platforms. Currently pursuing an MBA in Business Analysis with a strong focus on data interpretation and performance reporting. Experienced in Zoho Desk analytics, root cause analysis, and cross-functional collaboration. Passionate about transforming customer insights into actionable business improvements.

Senior Associate - Kickcash Rewarded Gaming UA (CollegeDunia) - Gurugram, India

(2024-05)

• Lead daily customer operations while ensuring adherence to SLAs and service benchmarks.
• Monitor and analyze support KPIs ( resolution time , SLA compliance , escalations) using ZOHO reports and excel to recurring issues and performance trends.
• Conduct root cause analysis on high volume complaints and coordinate with the tech team to implement process improvements.
• Prepare weekly/ monthly performance summaries highlighting ticket trends, retention insights and operational efficiency metrics.
• Collaborate with product, tech, and marketing teams to communicate users pain points, align on bug resolutions and improve user journey.
• Develop and document SOPs and structured ticket workflows to standardize processes and improve tracking efficiency.
• Leverage Zoho Desk and google play console insights to monitor user feedback and translate user concerns into actionable recommendations.
• Support data-driven decisions-making by interpreting user behaviour trends and identifying re-engagement opportunities.

Customer Support Executive - HYPD - Saket

(2022-10 - 2023-09)

• Managed end-to-end customer lifecycle support via Freshdesk, ensuring timely and effective issue resolution.
• Conducted root cause analysis of recurring complaints and recommended corrective measures to prevent reoccurrence.
• Handled escalated cases independently, maintaining high customer retention and satisfaction levels.
• Identified operational inefficiencies and proposed process improvement strategies to enhance service delivery.
• Implemented customer retention techniques to improve long-term engagement and loyalty.
• Analyzed risks associated with business process changes and provided mitigation insights.
• Collaborated with internal teams to ensure smooth execution of campaigns and service-related updates.
• Contributed insights from customer interactions to improve product features and communication strategies.
• Strengthened customer engagement, reduced escalations through proactive issue resolution, and improved service workflows.
• Generated periodic reports on customer issues and service performance to support data-driven decision-making.
• Responsible for delivering exceptional customer experience and supporting operational improvements through analytical thinking and structured problem-solving.

Bachelor of Business Administration - BBA - Guru Gobind Singh Indraprastha University (2022 - 2022)

Masters in Business Administration - MBA - Amity University (2025 - 2025)