Open to opportunities

Mahima jbmasih

@mahimajbmasih

Customer Success professional at Airbnb Global Capability Centre who resolved host and guest disputes with an average NPS of ~87%.

India

Message

At Airbnb Global Capability Centre, I resolved complex host and guest disputes through first-contact resolution and strategic mediation. My average NPS was ~87%, and I communicated policy-aligned outcomes to address listing concerns.

At British Airways, I supported UK-based travel consultants through the Trade Helpdesk, handling high-priority B2B partner queries and meeting SLA requirements. I also built relationships with key accounts and contributed to service delivery improvements.

At Dyninno India LLP, I managed air ticket sales and travel consultancy for domestic and international clients, using GDS tools for bookings and itinerary management.

At SpiceJet Ltd., I handled premium customer queries and ticketing operations using Skyspeed GDS. I managed rebookings, cancellations, and fare adjustments in line with airline policies.

Experience

Work history, roles, and key accomplishments

Resolution Ambassador

Airbnb Global Capability Centre

Mar 2025 - Mar 2026 (1 year)

Consistently ranked as a top team performer with an average NPS of ~87%, reflecting high customer satisfaction and service excellence across host and guest interactions. Resolved complex host and guest disputes through first-contact resolution and strategic mediation, ensuring policy-aligned outcomes and minimizing escalations.

Customer Success First Contact Resolutions Conflict Mediation Policy Communications NPS Improvement Case Documentation Reporting Quality Assurance

Service Advisor

British Airways

Aug 2022 - Feb 2025 (2 years 6 months)

Supported elite UK-based travel consultants via the Trade Helpdesk (THD+), managing high-priority B2B partner queries and ensuring SLA compliance. Resolved partner-facing issues efficiently, maintained resolution documentation, and contributed to continuous improvement of service delivery processes.

B2B Account Management SLA Adherence Customer Support Documentation Process Improvement Relationship Management

Travel Sales Consultant

Dyninno India LLP

Feb 2022 - May 2022 (3 months)

Managed air ticket sales and travel consultancy services for domestic and international clients, leveraging GDS tools for booking and itinerary management.

GDS Amadeus Air Ticket Sales Travel Consultancy Booking Management Itinerary Management

Senior Executive – Customer Operations

SpiceJet Ltd.

Oct 2018 - Feb 2022 (3 years 4 months)

Handled premium customer queries and ticketing operations at the head office using Skyspeed GDS, ensuring fast and accurate resolution for high-value passengers. Managed complex rebooking, cancellations, and fare adjustments, maintaining compliance with airline policies.

Sky Speed GDS Ticketing Operations Customer Service Re Bookings Cancellations Fare Adjustments Airline Policy Guidance