Open to opportunities

Riya Nasrin

@riyanasrin

Message

I lead remote customer support operations that improve queues, resolution speed, and guest satisfaction.

India

Message

What I'm looking for

I'm looking to lead customer support and operations work where I can improve service queues, mentor remote teams, use performance data, and deliver reliable customer experiences across global coverage.

At Treebo Hospitality Ventures, I lead and mentor a remote team of 13 support professionals while managing high-volume guest escalations, booking modifications, and B2B partner inquiries. I use Google Sheets, including Pivot Tables and VLOOKUP, to track CSAT, AHT, FCR, SLA, and ticket closure rates and improve operational efficiency.

I've also supported inbound voice and digital customer requests, partnered with reservation, finance, and operations teams to resolve booking and payment issues, and maintained late-night coverage for continuous global support. I enjoy turning operational bottlenecks into faster response times, stronger first-contact resolution, and better team collaboration.

Experience

Work history, roles, and key accomplishments

Current

Customer Operations Lead / Senior Executive

Current

Treebo Hospitality Ventures

Jan 2026 - Present (7 months)

Led and mentored a remote team of 13 support professionals, ensuring efficient shift planning and service coverage. Managed high-volume customer support queues, resolving guest escalations, booking modifications, and B2B partner inquiries.

Customer Support Escalation Management Queue Management Google Sheets Pivot Tables Data Analysis And Reporting Ticketing Systems Cross Functional Collaboration Remote Team Slack Zoom Google Meet

Inbound Support & Sales Specialist

Treebo Hospitality Ventures

Jan 2022 - Jan 2026 (4 years)

Managed a large influx of inbound customer requests across voice and digital channels, consistently exceeding monthly Customer Satisfaction (CSAT) targets in a fast-paced hospitality environment. Provided late-night coverage to ensure uninterrupted 24/7 customer support continuity.