Heena Kouser

Results-driven Senior Operations Executive with 4+ years of experience in customer support operations, chat & email support, escalation management, travel operations, fraud risk analysis, and client communication. Proven expertise in resolving high-volume customer queries, improving operational efficiency, and maintaining service quality standards. Skilled in CRM platforms, ticket management systems, process improvement, and cross-functional collaboration.

Currently advancing expertise in Data Analytics & AI to drive data-informed decision-making and automation in operations.

Senior Operations Executive - Paytm - India

(2021-12 - 2026-04)

• Managed high-volume customer support operations through email channels, ensuring timely resolution of inquiries and service requests.
• Handled complex escalation cases and high-priority customer concerns, consistently maintaining service quality and satisfaction standards.
• Coordinated with backend, technical, and escalation teams to resolve critical issues, reducing customer downtime and improving service efficiency.
• Processed flight ticket bookings, cancellations, modifications, and refund requests with high accuracy and compliance.
• Maintained and updated CRM records to ensure accurate documentation of customer interactions, resolutions, and feedback.
• Used ticket management systems to track, prioritize, and resolve customer cases within defined SLAs.
• Developed knowledge base articles and resolution guides, improving team productivity and issue resolution speed.
• Conducted operational reviews and participated in internal quality audits to strengthen support processes.
• Leveraged Microsoft Excel and reporting tools to monitor operational performance and support data-driven decisions.
• Analyzed customer and transaction patterns to identify potential fraud risks, supporting mitigation efforts and minimizing financial exposure.
• Worked extensively with Low-Cost Carrier (LCC) and Global Distribution System (GDS) platforms for seamless travel operations.
• Contributed to process improvement initiatives that enhanced workflow efficiency and operational effectiveness.

Bachelor of Arts - BA - Noble School of Business (2018 - 2021)