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Naina Umrania

@hiraldevalia

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Customer Support and Customer Success professional with 8+ years driving retention and seamless client experiences.

India

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What I'm looking for

I’m looking for a remote Customer Support or Customer Success role where I can own onboarding, resolve complex issues, and use HubSpot workflows to improve satisfaction, retention, and seamless customer journeys.

I’m a customer-focused professional with 8+ years in client-facing roles, specializing in customer experience, relationship management, and service operations. I’m motivated by resolving complex issues quickly and keeping satisfaction consistently high.

In my recent work as Assistant Manager, I managed customer experience for 20+ clients daily, supported VIP and high-value guests, and led onboarding and training to strengthen service delivery. I also coordinated across teams to resolve operational and customer concerns, while contributing to a successful spa pre-opening and launch.

Previously, I supported clients across voice, chat, and in-person interactions, streamlining processes to improve efficiency and retention. I’ve also contributed to marketing and promotional activities and supported team training on service standards and customer handling.

Recently, I completed HubSpot CRM and HubSpot Service Hub training, and I’m currently learning Zendesk and Freshdesk to deepen my ticketing and workflow expertise. I bring strong communication, problem-solving, and relationship-building to drive long-term customer outcomes.

Experience

Work history, roles, and key accomplishments

Assistant Manager

Fairmont Mumbai

Jan 2024 - Jan 2025 (1 year)

Managed customer experience for 20+ clients daily, increasing a 15% increase in customer satisfaction scores over six months. Handled VIP and high-value clients, led onboarding and training, and supported pre-opening setup and launch of spa and wellness operations.

Customer Experience Management VIP Onboarding Service Operations Customer Relationship Management Inventory Management

Spa Executive

The Westin Mumbai Powai Lake

Jan 2022 - Jan 2024 (2 years)

Provided high-quality customer support across voice, chat, and in-person interactions, resolving client queries efficiently. Built repeat business through strong relationships, streamlined customer experience processes, supported marketing promotions, and trained team members on service standards.

Customer Support Client Relationships Process Improvement Customer Retention Service standards

Garment Merchandiser

Revolution Clothing Culture

Jan 2020 - Jan 2022 (2 years)

Managed client and vendor communications to ensure timely order fulfillment and coordinated production and delivery to meet deadlines. Maintained documentation, purchase orders, and inventory tracking while resolving operational issues with internal and external stakeholders.

Client Communication Vendor Management order fulfillment Production Coordination Documentation & Purchase Orders

Spa & Salon Manager

Majestic Thai Spa & Salon

Jan 2017 - Jan 2020 (3 years)

Led daily operations and managed customer experience across services, ensuring timely resolution of escalations. Improved satisfaction and supported revenue growth through upselling, customer engagement, and team training, scheduling, and performance management.