Open to opportunities

Heena Kouser

@heenakouser

Message

I improve customer operations through escalations, travel support, fraud analysis, and reporting.

India

Message

What I'm looking for

I'm looking to apply my customer operations, escalation management, travel support, fraud analysis, and reporting experience in a role where I can improve processes and use Data Analytics and AI for data-informed operational decisions.

At Paytm, I managed high-volume email customer support, complex escalations, and travel operations including flight bookings, cancellations, modifications, and refunds.

I've coordinated with backend, technical, and escalation teams to resolve critical issues, reduce customer downtime, and maintain service quality. I also maintained CRM records, prioritized cases through ticket management systems, and developed knowledge-base articles that improved productivity and resolution speed.

My work includes fraud-risk analysis, quality audits, operational reviews, and process improvement initiatives. I use advanced Excel functions, reporting tools, and dashboard management to monitor performance and support data-informed decisions.

I'm currently building my Data Analytics and AI capabilities, including data visualization, basic SQL, analytics workflows, and AI applications for business operations.

Experience

Work history, roles, and key accomplishments

Senior Operations Executive

Paytm

Dec 2021 - Apr 2026 (4 years 4 months)

Managed high-volume customer support operations, handled escalations, processed travel bookings and refunds, and contributed to process improvements. Maintained CRM records and used ticket management systems to ensure SLA compliance.