Anushka Choudhury

Operations & Customer Experience

Gurgaon, India 3+ yrs exp 86 · Excellent

About

Operations professional with 4 years managing day-to-day workflows and resolving high-volume customer issues across hospitality, travel, and premium support environments. Experienced identifying recurring pain points, collaborating cross-functionally to streamline processes, and maintaining accurate documentation to support consistent operational and service standards. Strong ownership mindset, attention to detail, and ability to manage multiple priorities independently in fast-paced settings.

Skills & Expertise (13)

Microsoft Excel Advanced

8.0/10

Years Exp

Customer Query Resolution Advanced

7.8/10

Years Exp

Operational Workflow Management Advanced

7.6/10

Years Exp

Process Improvement Advanced

7.4/10

Years Exp

Ownership Mindset Advanced

7.4/10

Years Exp

Cross-Functional Collaboration Advanced

7.0/10

Years Exp

Escalation Handling Advanced

7.0/10

Years Exp

Microsoft Word Advanced

7.0/10

Years Exp

Independent Advanced

7.0/10

Years Exp

Data Documentation Advanced

7.0/10

Years Exp

Microsoft PowerPoint Advanced

6.8/10

Years Exp

SQL Intermediate

5.8/10

Years Exp

HTML Intermediate

5.0/10

Years Exp

Work Experience

Senior Process Associate

Radius Global Solutions (COX Communications)

Apr 2024 - Apr 2026

Monitor and manage high-volume account workflows daily, ensuring smooth, compliant case handling. Identify recurring account and process issues, collaborating with teams to propose and implement workflow improvements. Investigate complex disputes to determine appropriate resolution, balancing customer relationships with business objectives. Escalate policy-driven cases to internal stakeholders with detailed, accurate documentation for tracking and accountability. Work cross-functionally with internal teams to streamline processes and improve overall recovery and satisfaction outcomes.

Customer Support Specialist

Teleperformance (Airbnb Process)

Aug 2023 - Mar 2024

Resolved 1,000+ customer queries on booking access, refunds, and account verification, maintaining 90%+ satisfaction (CSAT). Analysed recurring customer pain points and maintained accurate documentation to support service-standard improvements. Classified and escalated policy-sensitive cases to compliance teams, ensuring SLA compliance across multi-channel systems.

Customer Support Executive

Dyninno India

Feb 2023 - Jul 2023

Investigated and resolved travel booking, cancellation, and refund issues using system data and customer records. Identified recurring system and process issues and escalated them to technical and product teams to support improvements. Maintained accurate case tracking and documentation to support consistent operational reporting.

Process Associate

IGT Solutions (Expedia Process)

Apr 2022 - Feb 2023

Managed booking-related customer cases while ensuring secure identity verification and data confidentiality. Maintained accurate case documentation and system updates to support internal tracking and reporting. Followed global SOPs to route complex or data-sensitive cases to the appropriate internal teams.