Rasmita Das

Customer Operations & SaaS Support Specialist | CRM Operations | Backend Operations

Hyderabad, India $4/hr Remote Full-time 1+ yrs exp 93 · Outstanding

About

Customer operations and SaaS support professional with around 2 years of experience across CRM operations, customer support, client onboarding, service desk workflows, backend administration and order-management support. Experienced in handling support tickets, investigating customer and platform issues, managing CRM records, performing QA and UAT validation, coordinating escalations and maintaining operational data. Proven ability to support 35+ client launches, manage 50+ monthly tickets and maintain 95%+ data accuracy while working with cross-functional teams.

Skills & Expertise (30)

Customer Support Intermediate

6.5/10

Years Exp

ticket management Intermediate

6.5/10

Years Exp

Troubleshooting Intermediate

6.5/10

Years Exp

Google Sheets Intermediate

6.0/10

Years Exp

CRM Operations Intermediate

6.0/10

Years Exp

Microsoft Excel Intermediate

6.0/10

Years Exp

Incident Management Intermediate

6.0/10

Years Exp

Salesforce Intermediate

5.5/10

Years Exp

Zoho CRM Intermediate

5.5/10

Years Exp

Basic SQL Beginner

4.5/10

Years Exp

Monday.com ServiceNow Jira Process Documentation Workflow Testing Data Validation UAT Support QA Validation Operational Reporting Logistics Coordination Vendor Coordination Order Management workflow coordination Customer Engagement Client Onboarding SLA tracking Escalation Handling Root Cause Analysis Issue Investigation Customer Communication

Work Experience

Implementation Specialist

Terryberry

Aug 2025 - Jun 2026

Managed 50+ implementation and customer-support tickets per month, including investigation, prioritisation, documentation, follow-up, escalation and resolution tracking. Supported 35+ client launches on the Be Engaged SaaS platform through account onboarding, configuration review, QA validation, UAT support, workflow testing and troubleshooting. Investigated customer-impacting platform and workflow issues, reproduced problems, tested fixes and coordinated resolutions with cross-functional teams. Maintained accurate customer, configuration and implementation records while supporting service-level timelines and launch readiness. Achieved 95%+ data accuracy across configuration reviews, workflow checks, ticket updates and operational activities.

Backend Administrator & CRM Executive

Chaperone (Startup)

Jan 2025 - Jul 2025

Managed backend operations covering product catalogues, inventory records, pricing updates, product information and order-related workflows for an eCommerce platform. Supported order-management activities by coordinating with supply-chain, logistics and vendor teams to maintain inventory accuracy and smooth order fulfilment. Used CRM workflows and WhatsApp Business to manage customer inquiries, maintain records, track follow-ups and communicate order or service updates. Investigated product, pricing, inventory and order-related discrepancies and coordinated corrective actions with relevant teams. Supported operational reporting, backend workflow improvements, product-listing accuracy and overall customer experience.

Associate Counsellor (Study Abroad Advisor)

Collegedunia

Aug 2024 - Dec 2024

Used Zoho CRM to manage customer records, application pipelines, communication history, status updates and follow-up activities. Provided consultative customer support throughout course selection, admissions, scholarship guidance and study-abroad planning. Maintained accurate CRM information and supported pipeline visibility across admissions and customer-engagement workflows. Managed timely customer communication and personalised follow-ups throughout the application journey.