Open to opportunities

Aatmiy Tomar

@aatmiytomar

Operations & Customer Support Pro | 7+ Yrs | Team Leadership, Escalation Resolution, Recruitment | Ex-Airbnb & British Airways

India

Message

What I'm looking for

I'm looking for a fully remote or hybrid role, ideally as a Virtual Assistant, Executive Assistant, or in Operations/Customer Support , where I can own end-to-end processes for a founder or growing team. With 7+ years across escalation resolution, team leadership, and recruitment coordination for global companies, I bring structure, reliability, and full ownership to whatever I take on.

I'm an operations and customer experience professional with 7+ years of experience helping global teams run smoothly — from resolving high-stakes disputes at Airbnb to managing end-to-end operations for a UK security services company and leading recruitment at my current role. Along the way, I've built processes from scratch, led teams of up to 12, and consistently exceeded quality and performance targets while doing it.

What I bring: a track record of stepping into ambiguous, high-pressure situations (escalations, first-hire processes, disputes) and turning them into repeatable systems. I'm comfortable owning inboxes, calendars, vendor relationships, and cross-functional communication — and I've picked up AI building agents and prompt engineering along the way to work faster and smarter.

I'm currently open to remote and hybrid roles in Operations, Customer Support, Team Leadership, Recruitment Coordination, or Virtual/Executive Assistance — happy to work across time zones and immediately available to start.

Experience

Work history, roles, and key accomplishments

Current

Team Lead

Current

ATB Consulting Services

Feb 2026 - Present (7 months)

Lead and manage a team of 6 recruiters, overseeing training, performance tracking, attendance, and leave management. Handle escalated calls and resolve complex client and candidate concerns, while coordinating the end-to-end recruitment lifecycle across multiple client accounts.

Recruitment Team Leadership Training Performance Management Candidate Sourcing Client Management Naukri LinkedIn Profile Optimization Reporting

Senior Associate

Outscale Partners Ltd

May 2024 - Dec 2025 (1 year 7 months)

Managed control room operations for Argenbright Security Europe Limited, coordinating service orders and escalations. Founding member of the India control-room function, authored the operating SOP, and served as interim Team Lead for a team of 12.

Operations Management Team Leadership Performance Monitoring Excel Power BI Microsoft Word Timegate Attendance Tracking Incident Management Client Escalation Rostering SOP Development Training

Service Advisor

British Airways

Feb 2023 - Mar 2024 (1 year 1 month)

Delivered end-to-end customer support and sales via inbound calls, including flight bookings, holiday packages, and secure payment processing. Managed reservations, ticket pricing, itinerary changes, cancellations, and eligible refund processing.

Customer Service Sales Reservations GDS CRM AVIAS Payment Processing

Resolution Specialist

Airbnb Global Capability Center Private Limited

Mar 2020 - Apr 2022 (2 years 1 month)

Resolved escalated disputes between hosts and guests through evidence-based investigation, covering cancellations, refunds, safety concerns, and property-damage claims. Managed 20+ tickets daily via phone, email, and Airbnb's messaging platform, maintaining a 95% NPS and 100% quality/compliance score.

Conflict Resolution Customer Support CRM Case Management Communication Skills

Process Associate

Interglobe Technologies

Jun 2016 - May 2018 (1 year 11 months)

• Managed inbound customer calls for Expedia, assisting with flight and hotel bookings based on customer requirements.
• Curated customized holiday packages and travel experiences to match customer preferences and budgets.
• Achieved a 65% conversion rate while maintaining Average Handle Time (AHT) and a 100% quality score.