Daphne Dcunha

About Daphne Dcunha

I’m a Customer Success and Customer Experience professional with over 6 years of experience supporting customers across SaaS, logistics, and service-driven environments.My work is grounded in empathy, clear communication, and accountability. I enjoy solving complex customer problems, managing stakeholder expectations, and working cross-functionally to ensure customers receive timely, thoughtful, and effective support. I’ve worked closely with global and domestic clients, handling everything from onboarding and issue resolution to renewals and long-term relationship management.I’m particularly comfortable in high-pressure situations that require patience, structure, and emotional intelligence. Whether supporting customers through technical challenges or navigating operational constraints, I aim to create outcomes that build trust and long-term value.

Experience

1. Customer Experience Executive

   Easyship

   Apr 2024 — Present · Bengaluru, IN

   Acted as a reliable point of contact, engaging directly with customers via support tickets and Slack to troubleshoot and resolve complex technical and service-related issues.• Efficiently managed a high volume of incoming calls and responded to customer inquiries through support ticketing systems.• Gathered and tracked customer functional requirements, collaborating cross-functionally with various departments to ensure successful fulfillment.• Addressed customer complaints with professionalism, providing timely and effective resolutions tailored to individual needs.• Coordinated with multiple courier services to guarantee timely delivery of customer packages and provided support for any delivery-related concerns.

Education

• St. Aloysius (Deemed to be University)

  Pre University , Psychology, Sociology, Economics and History

• School of Social Work, Roshni Nilaya, Mangalore

  Bachelor of Arts - BA, Psychology

  2012 — 2015