Darshna Saini
Customer Support Executive | Customer Experience & CRM Operations
Hire this person
Send a job offer directly to this candidate
About
Customer Support & CRM Operations professional with proven experience delivering end-to-end customer service across e-commerce, education, and real estate industries. Skilled in omnichannel support, order lifecycle management, escalation handling, and cross-functional coordination, with a strong track record of improving customer satisfaction, retention, and process efficiency. Adept at managing high support volumes across multiple platforms while maintaining accuracy, ownership, and service excellence.
Currently pursuing an MCA, combining strong technical aptitude with hands-on customer support expertise.
Seeking Customer Support
Executive / Customer Service roles (domestic & international, remote or on-site).
Experience
Customer Relationship Manager - Ambraee
(2024-09)
Deliver end-to-end customer support across multiple channels and platforms — Shopify, EasyEcom, BiteSpeed, KwikEngage, EcoReturns, Google Sheets, FMS, and logistics partner portals — ensuring seamless order management and service delivery. Promoted from Customer Relationship Executive to independently owning the CRM function within six months — recognized as the central point of contact for CRM and operational platforms.
- Manage the complete order lifecycle including processing, logistics coordination, exchanges, returns, and post-purchase support, consistently meeting resolution timelines.
- Resolve customer escalations through clear, effective communication, improving customer satisfaction and retention rates.
- Partner with operations, warehouse, and logistics teams to streamline workflows and enhance overall service quality.
- Maintain accurate CRM records and generate operational reports, driving continuous process improvement initiatives.
Program Advisor - Anuda Realty Private Limited
(2024-02 - 2024-08)
- Acted as the primary point of contact for client queries, providing accurate information and timely follow-ups.
- Coordinated between clients and leadership to ensure clear communication and smooth query resolution.
- Maintained CRM records and documentation, ensuring accurate tracking of every client interaction.
- Supported a consistent, professional client experience through structured follow-up and record-keeping.
Business Development Executive - Divine Institute of Management Studies
(2023-08 - 2024-01)
- Handled client queries and follow-up communication, ensuring accurate and timely responses.
- Maintained client relationships through consistent, professional communication and support.
- Coordinated with cross-functional teams to ensure smooth onboarding and service delivery.
- Maintained accurate CRM records, documentation, and interaction reports for reporting and quality tracking.
Education
Master of Computer Applications - MCA - Jodhpur National University (2025)
Post Graduate Diploma in Computer Applications - PGDCA - Mangalayatan University (2024 - 2025)
Bachelor of Arts - BA - University Maharani College (2021 - 2024)
