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
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
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
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
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