priya sinha

Operations & Customer Support professional with 5+ years of experience across e-commerce and travel industries, combining strong data analytics capability (Excel, SQL, Power BI) with proven customer-facing expertise in email operations, dispute resolution, and SLA management. Track record of improving CSAT scores, reducing response times, and delivering measurable process improvements across international markets. 
 

Manage end-to-end travel booking operations including reservation processing, vendor coordination, and payment reconciliation across multiple supplier channels.

• Analyze operational data using Excel (Pivot Tables, VLOOKUP, Macros) and Power BI: achieved a 12% booking conversion improvement and 18% reduction in vendor response time.

• Build automated Excel trackers and macro-driven reports to monitor daily booking volumes, error rates, and vendor SLA compliance

— reducing manual reporting time significantly.

• Design and maintain Power BI dashboards and KPI reports; conduct quality audits and deliver weekly performance insights to senior management 
 

Delivered email-based customer support for eBay International across UK, US, Australia, and Europe, handling 500+ transactions daily with 95%+ SLA adherence.

• Resolved complex customer issues including payment disputes, account queries, refunds, returns, and policy escalations — improved

CSAT from 3.8 to 4.2/5 through first-contact resolution focus and quality-driven communication.

• Developed Excel-based dashboards tracking resolution time, order fulfillment rate, and customer satisfaction metrics; shared insights with team leads for performance coaching.

• Coordinated with cross-functional teams to resolve escalated cases and reduce repeat contacts through root-cause analysis and workflow improvements.