Heena Kouser
Senior Operations Executive
About
Results-driven operations professional with over four years of experience in customer support operations, travel operations, escalation management, fraud risk analysis, and client communication.
Experience
Senior Operations Executive
Paytm
Dec 2021 – Apr 2026 · India
Managed high-volume email-based customer support operations; handled complex escalations and high-priority concerns; coordinated with backend, technical, and escalation teams; processed flight bookings, cancellations, modifications, and refunds; maintained CRM records and ticket workflows within SLAs; developed knowledge base articles and resolution guides; participated in operational reviews and quality audits; used Excel and reporting tools to monitor performance; analyzed customer and transaction patterns for fraud risk; worked with LCC and GDS platforms; contributed to process improvement initiatives.
Education
Noble School of Business
Bachelor of Arts (BA)
2018 – 2021