Ayas Firdous Makhdoomi
Srinagar
Summary
Results-driven Operations and Client Support Specialist with 6+ years of experience across healthcare, fintech, e-commerce, and trust & safety operations. Proven expertise in handling high-volume, high-complexity cases, ensuring SLA compliance, and maintaining strict confidentiality standards. Skilled in administrative coordination, documentation, escalation management, and stakeholder communication. Known for accuracy, discipline, and the ability to manage sensitive and critical cases with professionalism.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Senior Safety Specialist
Airbnb Global Capability Center
Gurugram
12.2025 - Current
- Handle high-sensitivity and high-risk cases involving user safety, ensuring strict adherence to internal policies and confidentiality protocols.
- Manage 25+ complex cases daily across calls, chats, and emails with strong SLA, quality, and resolution metrics.
- Take critical decisions under pressure, including escalation of sensitive matters to specialized teams.
- Maintain accurate documentation and case records for audit and compliance purposes.
- Collaborate with cross-functional teams including safety, legal, and escalation units.
- Demonstrate strong crisis handling, empathy, and conflict resolution skills in high-pressure situations.
- Conducted safety audits to identify potential hazards and compliance issues.
- Assisted in implementing safety policies aligned with company standards.
Senior Associate
Capgemini
Noida
12.2022 - 03.2025
- Processed 60–120 high-complexity cases daily (US healthcare claims & prior authorizations) with >99% accuracy.
- Managed escalations and ensured SLA compliance and process adherence.
- Coordinated with multiple stakeholders (providers, insurers) for case resolution.
- Trained and mentored 25+ team members, improving onboarding efficiency.
- Led documentation updates and SOP improvements aligned with compliance standards.
- Received multiple awards: Star Performer, Rising Star, Xtra Mile, 24 Carat Gold.
Business Process Delivery Associate
Accenture
Gurugram
10.2021 - 07.2022
- Managed payment-related escalations via CRM tools.
- Ensured timely resolution and improved client satisfaction metrics.
- Monitored workflows and enhanced process efficiency.
Regional Operations Center Associate
Swiggy (@CIEL HR)
Gurugram
02.2021 - 08.2021
- Investigated delivery and penalty disputes using data verification.
- Coordinated with multiple stakeholders for resolution.
- Handled high-volume operational queries and escalations.
Senior Business Development Associate
Qadri Group of Industries
Pulwama
01.2018 - 01.2021
- Managed B2B & B2C client relationships and sales operations.
- Conducted market research, pricing strategy, and client presentations.
Education
MBA - Marketing And International Business
Amity University
Noida, UP 08.2016 - 05.2018
BBA - General Management
Maharshi Dayanand University
Rohtak, HR 08.2013 - 05.2016
Skills
- Administrative & Operational Support
- Escalation & Case Management
- Documentation & Reporting
- Stakeholder Coordination
- Compliance & Confidentiality Handling
- Process Improvement & Workflow Optimization
- Client Service & Issue Resolution
- Training & Mentoring
- Risk Assessment & Incident investigation
- MS Excel Google Sheets
- CRM Tools
- SharePoint, Jira
- Documentation Tools
- Time Management
- Teamwork & Adaptability
Certification
- Digital Marketing and Branding - NIIT
- Advanced Analytics for Business Intelligence – AGBS Singapore
- Diploma in Computer Applications – BCCT
Languages
Kashmiri
First Language
English
Proficient (C2)
C2
Urdu
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Timeline
Senior Safety Specialist
Airbnb Global Capability Center
12.2025 - Current
Senior Associate
Capgemini
12.2022 - 03.2025
Business Process Delivery Associate
Accenture
10.2021 - 07.2022
Regional Operations Center Associate
Swiggy (@CIEL HR)
02.2021 - 08.2021
Senior Business Development Associate
Qadri Group of Industries
01.2018 - 01.2021
MBA - Marketing And International Business
Amity University
08.2016 - 05.2018
BBA - General Management
Maharshi Dayanand University
08.2013 - 05.2016