At Thrillophilia, I lead a 15-member customer support and operations team handling post-trip support, payments, cancellations, refunds, and escalations. I manage around 1,200 complex cases annually and maintain approximately 95% SLA compliance and 85% CSAT.
I’ve retained approximately 30% of high-risk escalated customers and reduced potential refund exposure by approximately 20–25% through service recovery, vendor negotiations, and structured refund governance. I’ve also developed escalation and refund SOPs and handled more than 80 legal and National Consumer Helpline cases.
