Summary
Overview
Work History
Education
Skills
Timeline
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Meera Tomar

Mumbai

Summary

Customer Success & Operations Specialist with 6+ years of experience across tourism , fashion , and lifestyle sectors. Proven ability to handle high-volume support , resolve escalations , and manage multi-brand operations across voice, chat, and email channels. Skilled in refund management , order fulfillment , SOP creation , and customer journey optimization . Adept at transforming backend challenges into smooth, customer-centric experiences using data-driven insights and empathy-first communication . Builds brand loyalty , improves service workflows , and elevates CX performance through structured, scalable support systems.

Overview

6
6
years of professional experience

Work History

Senior Operations & Customer Success Executive

LivHybrid
09.2024 - 06.2025
  • Spearheaded end-to-end customer success operations across three diverse D2C brands, handling over 100+ daily queries across voice, chat, and email with empathy, speed, and a 95%+ resolution rate.
  • Designed and implemented efficient refund and return protocols, reducing turnaround time by 40% and improving customer trust across all product verticals.
  • Acted as the escalation anchor, resolving critical complaints and delivery disputes within 24 hours, safeguarding brand reputation and customer retention.
  • Orchestrated seamless coordination between customer support, logistics, and fulfillment teams to ensure real-time order tracking, prompt dispatch, and delivery accuracy.
  • Developed detailed SOPs, response scripts, and FAQ libraries tailored to each brand's identity, enhancing response consistency and reducing query load.
  • Regularly analyzed support data to spot service bottlenecks, transforming feedback into actionable improvements across customer journeys.
  • Trained and mentored junior support staff, upskilling them to handle multitiered escalations and maintain brand tone.

Senior Operations Executive

Thrillophilia
06.2022 - 07.2024
  • Led vendor management and operational logistics for curated travel experiences across India and abroad, ensuring seamless service for both group and solo travelers.
  • Conducted real-time coordination with partners, hotels, and activity providers to manage schedules, last-minute itinerary changes, and on-ground emergencies.
  • Owned the customer relationship cycle post-booking—addressing special requests, refund processing, and conflict resolution with poise.
  • Improved internal workflows for group bookings, achieving 25% faster confirmation and a noticeable dip in customer complaints.
  • Liaised with the tech team to report system bugs and suggest UI fixes that improved booking experience for both customers and vendors.
  • Ensured timely processing of invoices and collaborated on vendor reconciliation, maintaining financial accuracy and trust.

BDE - Operations & Customer Support

Sidhak Holidays And Events
08.2019 - 05.2022
  • Acted as the frontline for domestic tour operations, overseeing trip planning, customer briefings, and live coordination during travel.
  • Built relationships with hotels and transport operators pan-India, negotiating rates and services for custom client packages.
  • Responded to customer emergencies and queries during tours, providing rapid solutions to maintain satisfaction and loyalty.
  • Prepared detailed itineraries, vouchers, and travel documents ensuring clarity and professionalism.
  • Introduced a structured feedback system that helped identify service improvement areas, leading to more refined customer offerings.
  • Played a key role in upselling services such as adventure activities, room upgrades, and private transfers, increasing trip value and company revenue.

Education

MBA - Event Management & PR

NAEMD
Jaipur, India
07-2022

Bachelor of Science - Hotel And Hospitality Administration

MANAV RACHNA INTERNATIONAL UNIVERSITY
Delhi, India
04-2019

Skills

  • Refund & Escalation Management
  • FIT & Group Travel Management
  • Post-Trip Feedback Handling & Review Management
  • Vendor Sourcing (Hotels, Transport, Guides)
  • Complaint Handling & Retention
  • Multi-Brand Support Operations
  • Social Media DM/Comment Handling
  • Empathy-Driven Communication
  • Active Listening & Customer Centricity
  • Adaptability Across Industries

Timeline

Senior Operations & Customer Success Executive

LivHybrid
09.2024 - 06.2025

Senior Operations Executive

Thrillophilia
06.2022 - 07.2024

BDE - Operations & Customer Support

Sidhak Holidays And Events
08.2019 - 05.2022

MBA - Event Management & PR

NAEMD

Bachelor of Science - Hotel And Hospitality Administration

MANAV RACHNA INTERNATIONAL UNIVERSITY

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Meera Tomar