Aparna M
Customer Operations Executive
Nilambur
Summary
Results-oriented Customer Operations Specialist with 5 years of experience in stakeholder management and service delivery. Expertise in escalation management and process improvement, driving operational efficiency and resolving complex business issues. Skilled in cross-functional coordination and delivering impactful solutions that enhance customer experience.
Overview
7
7
years of professional experience
3
3
Languages
Work History
Senior User Happiness Executive
Entri Software Private Limited
Kochi, India
05.2026 - Current
- Monitored team support channels and reviewed customer interactions to ensure adherence to quality standards and resolution accuracy.
- Achieved a 90% customer retention rate by effectively handling cancellation and refund requests, addressing customer concerns, and driving successful resolution outcomes.
- Proactively managed support workflows, reducing ticket closure times and improving operational efficiency.
- Served as the primary point of contact for internal team queries, providing guidance and ensuring seamless day-to-day operations.
- Analyzed support metrics and operational bottlenecks to recommend and implement process improvements.
- Handled escalated and high-priority cases, ensuring timely resolution and stakeholder satisfaction.
- Coordinated with cross-functional teams to drive faster resolution of critical business and customer-impacting issues.
User Happiness Executive
Entri Software Private Limited
Kochi, India
10.2022 - 04.2026
- Achieved a 75% customer retention rate by effectively handling cancellation and refund requests through proactive issue resolution and personalized support.
- Managed end-to-end resolution of user concerns through call and chat support, ensuring timely and accurate issue resolution, while maintaining high service quality standards.
- Collected and analyzed user feedback to identify recurring issues, customer pain points, and opportunities for process improvement.
- Proactively identified content, access, and operational issues, and coordinated with relevant teams to ensure timely resolution.
- Collaborated with Academic, Sales, and Growth teams to resolve complex user-facing and operational challenges.
- Identified recurring complaint trends and operational gaps, contributing to process improvements and enhanced customer experience.
- Conducted monthly revenue deduction validation and reconciliation activities to ensure data accuracy and compliance.
Customer Relations Officer
Bharti Airtel Limited
Trivandrum, India
02.2021 - 02.2022
- Customer Service: Handle customer inquiries, troubleshoot issues, and provide timely resolution to any service-related concerns
- Customer Retention: Develop and implement strategies to maintain and grow existing customer relationships, ensuring high levels of customer satisfaction
Customer Support Executive Cum Data Entry Operator
Scientia Innovations Private Limited
Nilambur, India
04.2019 - 09.2020
- Customer Service: Provided customers with quality assistance through phone calls, emails, and internet chats
- Answered phone calls, resolving inquiries and providing relevant information and assistance to enhance customer satisfaction.
- Developed in-depth knowledge of products and offerings to effectively assist customers and address their needs.
Education
Bachelor of Commerce - Finance
University of Calicut
01-2019
Skills
- Customer Engagement Strategies
- Customer Relationship Management
- Customer Satisfaction Tracking
- Stakeholder Management
- Cross-Functional Coordination
- Project Coordination
Customer Experience Management
Escalation Management
- Process Improvement
- Process Optimization
- Operational Excellence
- User Feedback Analysis
- Customer Service Standards
- Core Skills
Problem Solving
Accomplishments
- User Happiness Excellence Award - September 2025
Timeline
Senior User Happiness Executive
Entri Software Private Limited
05.2026 - Current
User Happiness Executive
Entri Software Private Limited
10.2022 - 04.2026
Customer Relations Officer
Bharti Airtel Limited
02.2021 - 02.2022
Customer Support Executive Cum Data Entry Operator
Scientia Innovations Private Limited
04.2019 - 09.2020
Bachelor of Commerce - Finance
University of Calicut