Aahir Mukherjee
Verified Expert in Support and Operations
Support & Operations Expert
Kolkata, West Bengal, India
Toptal member since March 2, 2026
Aahir is a high-impact operations and support expert with more than six years of experience transforming complex processes into streamlined, scalable systems. She specializes in optimizing workflows, leading high-performing teams, and elevating customer support operations across fast-paced industries. Known for precision, ownership, and results-driven execution, Aahir helps businesses replace operational bottlenecks with structure, efficiency, and sustainable growth.
Expertise
- Business Communication
- High-volume Case Handling
- Jira Service Management
- Microsoft 365
- Microsoft Office
- Multi-channel Customer Support
- Organizational Behavior (OB)
- Team Leadership & Supervision
Work Experience
FinCrime Analyst Support
Revolut
- Managed more than 80 complex anti-money laundering (AML) and know your customer (KYC) security cases weekly, ensuring 100% regulatory compliance and audit-ready documentation.
- Reduced customer follow-up inquiries by improving investigation timeline communication and increasing satisfaction during account reviews.
- Collaborated with compliance, legal, and operations teams to streamline investigation workflows, improving case resolution efficiency.
- Handled high-stakes fraud investigations involving sensitive financial data while maintaining strict confidentiality standards.
- Maintained strict SLA adherence across high-risk escalations, prioritizing sensitive fraud and risk cases effectively.
- Strengthened case documentation accuracy by standardizing reporting practices, supporting internal audits, and risk reviews.
Team Supervisor
DeliverHealth Solutions India Pvt Ltd
- Directed and supervised a team of more than 15 customer service agents, improving overall team productivity and maintaining consistent SLA compliance.
- Monitored and analyzed KPIs, including CSAT, NPS, response time, and resolution rates, driving measurable improvements in service performance.
- Implemented structured training programs and SOP enhancements, reducing handling errors and increasing quality assurance scores.
- Resolved high-priority escalations while maintaining 100% adherence to healthcare compliance and regulatory standards.
- Conducted regular performance evaluations and coaching sessions, strengthening agent efficiency and reducing repeat customer contacts.
- Standardized workflow processes to streamline case handling, improving response times and operational consistency across the team.
Customer Service Executive
Teleperformance
- Handled more than 80 customer interactions daily across phone, email, and chat, consistently exceeding CSAT, FCR, and AHT performance targets.
- Improved first-call resolution rates by providing accurate troubleshooting and minimizing repeat contacts.
- Served as an AUX subject-matter expert, delivering real-time floor support to agents and reducing escalation volume through immediate issue guidance.
- Trained and mentored over 25 new hires as an AUX trainer, accelerating onboarding readiness and improving early-stage performance metrics.
- Monitored call quality and process adherence, reinforcing compliance standards and contributing to improved QA scores.
- Managed high-priority escalations under strict SLA timelines, ensuring timely resolutions and maintaining service excellence standards.
Virtual Customer Support
Amazon India
- Resolved order, payment, return, and account-related issues with high accuracy, contributing to strong CSAT performance metrics.
- Reduced repeat contacts by delivering clear, solution-focused responses and ensuring complete issue resolution on first interaction.
- Maintained detailed and accurate case documentation in CRM systems to support operational transparency and continuity.
- Met and exceeded key performance indicators, including AHT, schedule adherence, and customer satisfaction targets.
- Escalated complex cases appropriately while maintaining customer trust and aligning with Amazon's service excellence standards.
Sales Executive
Aditi Tour and Travels
- Generated consistent travel package sales by managing more than 30 client inquiries monthly for Andaman, Thailand, Bali, and domestic destinations.
- Designed customized itineraries based on client budgets and preferences, increasing conversion rates and repeat bookings.
- Coordinated with local vendors, hotels, and transport providers to ensure seamless end-to-end travel execution with zero service lapses.
- Negotiated competitive pricing with suppliers, improving profit margins while maintaining premium customer experience standards.
- Built long-term client relationships through consultative selling and post-trip follow-ups, driving referrals and repeat business growth.
- Managed complete booking cycles, including quotations, confirmations, documentation, and on-trip support to ensure smooth operations.
Education
Bachelor's Degree in Business Administration (BBA)
Manipal University of Jaipur - Rajasthan, India
Certifications
Operations Management Foundations
Introduction to Computers and Office Productivity Software
United Latino Students Association | via Coursera
Skill Certification: Product Management
Revolearn
Statistics Foundations 1: The Basics
Skills
Tools
Jira Service Management, Zendesk
Administrative Operations
Support
Productivity Suites
Microsoft Excel
Professional Skills
Data Annotation, Conflict Resolution Support, Problem Solving
Documentation
Call Notes
Quality & Performance
Coaching
CRM & Sales Tools
HubSpot CRM
Customer Experience
Cross-functional Coordination
Customer Support
Backlog Management
Sales Operations
CRM
Travel & Events
International Travel Planning
Other
Microsoft 365, Organizational Behavior (OB), Operations Management, Performance Management, High-volume Case Handling, Nesting Support, Order, Payment & Returns Resolution, New Hire Training, Multi-channel Customer Support, Compliance, Helpdesk, Operations, Finance, Team Leadership & Supervision, Repeat Business Development, Client Relationship Management, Call Agent, MacOS, Payroll & Benefits, Fintech, Microsoft Office, Strategic Management, Business Communication, Business Law & Corporate Governance, Process Optimization, Quality Management, Process Improvement Project Management, Negotiation, MIS (Management Information Systems), Digital Transformation Strategy, Anti-money Laundering (AML), KYC & Customer Due Diligence (CDD), Enhanced Due Diligence (EDD), Fraud Detection & Prevention, Transactions, Risk Assessment & Risk Mitigation, SLA-driven Case Management, Escalation & De-escalation Management, Team Leadership & Performance Management, KPI Monitoring & SLA Compliance, Quality Assurance & Process Improvement, Escalation & Critical Issue Resolution, Floor Support, Quality Assurance & Process Adherence Monitoring, Escalation Handling & Peer Mentorship, High-Volume Customer Case Management, Account Management Support, Adherence to Service Quality Standards, CRM & Internal Tool Utilization, SLA & Performance Metric Compliance, Clear & Professional Written Communication, Client Needs Analysis, Destination Management (Andaman DMC Operations), Vendor Negotiation & Itinerary Coordination, Computer Systems, Graphic Design Software, Computer Graphics, Computer Literacy, Statistics, Product Strategy & Roadmap Planning, Requirements Gathering & Documentation, Data-driven Decision-making, Stakeholder & Cross-Functional Management
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