Summary
Overview
Work History
Education
Skills
Websites
Interests
Timeline
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Omair Athar Danyal

Senior Associate - Customer Experience
Kolkata

Summary

Customer support and operations specialist with 4+ years of experience across leading fintech, e-commerce, banking, and travel technology companies including Amazon, Razorpay, Revolut, and Headout. Proven expertise in resolving complex technical issues using SQL and API troubleshooting, with a strong grasp of backend tools and cross-functional collaboration. Served as a Subject Matter Expert (SME) at Razorpay, where I led training initiatives, supported team management, and improved internal processes. Skilled in CRM platforms (Zendesk, Salesforce, Freshdesk), fintech operations (KYC, payments, chargebacks), and multi-channel support. Known for analytical thinking, process optimization, and delivering high-quality support in fast-paced, customer-centric environments.

Overview

5
5
years of professional experience
3
3
Languages

Work History

Senior Associate, Customer Experience

Headout Inc
04.2024 - Current
  • Working as the first-level support for the users to help them resolve their issues/answer their queries regarding their tickets or any experiences listed on the website.
  • Queried booking and customer data using SQL to investigate and resolve support tickets related to reservations, cancellations, and payment issues.
  • Interfaced with internal tools and third-party REST APIs to verify live inventory, fare rules, and booking status in real time.
  • Used API endpoints for manual troubleshooting and testing, aiding engineering teams in identifying integration or system errors.
  • Helped train new team members on basic SQL and API usage relevant to common support workflows and tools.
  • Trained and supported new team members, maintaining culture of collaboration.
  • Mentored junior associates, fostering professional growth and helping them reach their full potential.

Support Specialist - Business

Revolut Technologies India Private Limited
01.2024 - 04.2024
  • Customer Assistance: Provided comprehensive customer support across email, chat, and phone for payment transactions, billing inquiries, and account management.
  • Troubleshooting: Proactively resolved payment-related challenges, including failed transactions and disputed charges, by collaborating with internal teams and external partners to swiftly resolve technical issues.
  • Customer Education: Offers expert guidance and support to customers on payment processing procedures, best practices, and available services.
  • Collaboration: Collaborated with cross-functional teams and external partners to address complex issues and enhance service quality.

Senior SME, Operations(CNX)

RazorPay Software Private Limited
05.2021 - 04.2023
  • Utilized SQL queries to extract customer transaction data, identify discrepancies, and support issue resolution with faster turnaround times.
  • Collaborated with product and engineering teams by troubleshooting issues using API logs and request/response data, contributing to bug identification and resolution.
  • Monitored backend systems through SQL-based reports to proactively detect and report anomalies in financial transactions.
  • Assisted in creating documentation and templates for API error responses to streamline technical communication with users.
  • Handled Merchant On-boarding and KYC verification.
  • Managed merchant accounts, resolving account-related issues.
  • Conducted team management and quality audits.
  • Conducted process and communication training.
  • Implemented process improvements based on data analysis.
  • Conducted team management and quality audits.
  • Managed the Support and Operations team for Razorpay(PG) at CNX.
  • Acted as a subject matter expert, providing overall support to resolve merchant queries.
  • Monitored transactions and ensured compliance with regulations.
  • Proficient in handling chat and voice processes.
  • Conducted process and communication training.

Virtual Customer Support Associate

Amazon Development Center India Private Limited
09.2020 - 03.2021
  • Worked as a first level contact for the e-commerce customers, helping them in resolving their order related issues.

Education

Btech - Biotechnology

Heritage Institute of Technology
Kolkata, West Bengal

Skills

  • SQL (Data Extraction & Root Cause Analysis)
  • API Troubleshooting & JSON Response Analysis
  • Technical Support & Backend Investigation
  • CRM Platforms (Zendesk, Salesforce, Intercom)
  • Fintech Operations (KYC, Payments, Chargebacks)
  • Process Training & Team Onboarding
  • Task Management & Team Coordination
  • Cross-functional Collaboration (Product, Engineering, Ops)
  • Incident & Outage Management
  • Analytical Thinking & Problem Solving
  • Process Documentation & Knowledge Base Management
  • Service Level Agreement (SLA) Adherence

Interests

Playing cricket and football
Video games

Timeline

Senior Associate, Customer Experience

Headout Inc
04.2024 - Current

Support Specialist - Business

Revolut Technologies India Private Limited
01.2024 - 04.2024

Senior SME, Operations(CNX)

RazorPay Software Private Limited
05.2021 - 04.2023

Virtual Customer Support Associate

Amazon Development Center India Private Limited
09.2020 - 03.2021

Btech - Biotechnology

Heritage Institute of Technology

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Omair Athar DanyalSenior Associate - Customer Experience