Headline

Customer Support & Operations Specialist | AI-Powered Email, Escalation & Workflow Optimization | Aviation & Travel Tech | Building AI-Driven SOP & Automation Systems

About

I help companies deliver clear, fast, and human customer support - powered by real experience and AI-driven operational thinking. Across 8+ years in aviation, travel tech, B2B ticketing, startup operations, and U.S. customer support, I’ve learned how to manage complex issues with empathy while improving efficiency behind the scenes. I combine hands-on support with AI tools and practical systems thinking to create outcomes that matter. What I do well (with outcomes): • Ensure 90%+ inquiries are resolved within the same day • Reduce email errors through AI-assisted clarity checks • Improve response quality and productivity for myself & my team • Handle escalations with calm, solution-focused communication • Guide newer team members with templates and quality support • Identify operational gaps and propose practical workflow fixes • Support US customers with clear, brand-aligned communication Where I’ve built my experience: • Aviation (AISATS – Air India SATS): ticketing, boarding, VIP handling • Via.com: B2B ticketing & reconciliation • BCD Travel: LCC bookings & corporate travel • ITILITE (Startup): email routing, operations control, VIP escalations • Peet’s Coffee (InTouchCX): U.S. customer support, refunds, delays, subscriptions My AI approach: I use AI to: • rewrite complex emails into clear, accurate replies • support escalation wording and reduce misunderstandings • outline SOPs and structure workflows • identify tasks that can be automated for efficiency What I’m building: A micro-agency focused on AI-powered SOP creation and lightweight automation for small businesses. What I’m looking for: A fully remote international role where I can deliver high-quality support, optimize operations, and apply AI to improve team performance and customer experience. If your team values clarity, ownership, and modern customer operations — let’s connect.

Location

Greater Bengaluru Area

Work experience

Senior Customer Service Representative at IntouchCX, Dec 2021 - Present · 4 yrs 7 mos, Bangalore Urban district, Support U.S. customers through email & chat for refunds, delays, replacements, subscription changes, and product concerns Use AI tools to rewrite complex explanations into clear messages that reduce miscommunication Ensure 90%+ of inquiries are resolved within the same day Support team performance by helping newer agents with wording, templates & escalations Prevent SLA breaches by prioritizing urgent cases Monitor recurring issues and highlight patterns for operational improvement Maintain consistently high CSAT and quality scores Key Achievements: ✔ Reduced response errors by 30–35% using AI clarity checks ✔ Improved personal productivity by 20% ✔ Helped reduce repeat tickets by strengthening clarity in replies ✔ Supported team performance during volume spikes ✔ Maintained strong accuracy during peak holiday weeks

Travel Consultant at ITILITE Technologies Private Limited, Mar 2019 - Sep 2021 · 2 yrs 7 mos, Bangalore Urban district, Managed email flow distribution and ensured correct routing across teams Supported team growth from 3 to 10 members through workflow guidance Handled VIP and high-priority travel escalations with clarity and ownership Collaborated with fare desk, ticketing, and support teams for issue resolution Identified bottlenecks and suggested practical workflow improvements Maintained high routing accuracy standards Key Achievements: ✔ Increased routing accuracy by 40% ✔ Reduced escalation volume by 20–25% ✔ Trained and guided new team members during ramp-up ✔ Helped stabilize early-stage operations

Junior Travel Consultant at BCD Travel, Jul 2018 - Feb 2019 · 8 mos, Bengaluru, Processed LCC bookings, cancellations, and modifications Ensured adherence to fare rules, policies, and corporate guidelines Coordinated with airlines for ticketing discrepancies Maintained a near-zero error rate in LCC ticket processing Key Achievements: ✔ Improved turnaround time by 15% ✔ Introduced clearer communication templates for fare issues

Junior Travel Consultant at Ebix, Feb 2017 - Jun 2018 · 1 yr 5 mos, Bengaluru, Supported B2B agencies with ticket issuance, rebooking, and fare clarifications Performed booking reconciliation for accurate reporting Resolved fare discrepancies with structured, clear communication Maintained consistent accuracy in ticketing processes Key Achievements: ✔ Reduced follow-up requests with clearer instructions ✔ Strengthened partner satisfaction with faster resolution times

Airline Customer Service Agent at Air India SATS Airport Services Private Limited (AISATS), Sep 2015 - Feb 2017 · 1 yr 6 mos, Bengaluru, Managed check-in, ticketing, boarding passes, and baggage coordination Handled VIP passengers with priority accuracy Performed aircraft security checks and boarding procedures Supported operations during high-traffic airport hours Key Achievements: ✔ 100% accuracy in documentation & boarding ✔ Recognized for calm handling of high-pressure operations

Education

Institute of Rural Management (IRM)