Divya Divi
@divyadivi
I’m an e-commerce customer support executive specializing in chat, tickets, and order management.
IndiaWhat I'm looking for
I’m an experienced Customer Support Executive with 4+ years in e-commerce operations, focused on chat support, ticket resolution, and order management. I handle cancellations, refunds, and complex customer queries while consistently meeting SLA targets and delivering accurate outcomes.
In my recent roles, I’ve processed and approved/declined cancellation requests based on eligibility criteria, investigated order issues, and coordinated internally to resolve problems quickly. I’m proficient with Freshchat, Freshdesk, OpsNinja, SmartAssist, and CRM/support tooling, and I use VMS tools for verification and order validation.
Experience
Work history, roles, and key accomplishments
Operations Executive
Tartek
May 2025 - Aug 2026 (1 year 3 months)
Processed customer order cancellation requests per Flipkart policies, including approval/declines based on eligibility criteria (e.g., dispatch status, seller policy, category). Managed high-volume support tickets and investigated order issues using VMS tools and tools such as Freshdesk, OpsNinja, and SmartAssist.
Chat Support Representative
Idalntellcom
Oct 2022 - Jun 2023 (8 months)
Coordinated with delivery partners and shipping carriers to ensure accurate pickup and on-time delivery, arranging pickups and tracking shipments. Handled customer requests using Freshchat and CRM, suggested alternatives when needed, and reported system bugs encountered during support.
Customer Support Executive
ISON
Nov 2018 - Aug 2022 (3 years 9 months)
Assisted customers with product information and service inquiries, resolving complaints through effective communication and problem-solving. Processed customer orders and transactions, managed escalations under pressure, and collected customer feedback via surveys.
Education
Degrees, certifications, and relevant coursework
SR Junior College for Women
Intermediate (MPC), MPC (Mathematics, Physics and Chemistry)
Grade: GPA: 70
Completed an Intermediate program with MPC at SR Junior College for Women, Hyderabad with a GPA of 70.
Mysore University
Bachelor of Computer Applications (BCA), Computer Applications
Grade: GPA: 80
Earned a Bachelor of Computer Applications (BCA) degree at Mysore University with a GPA of 80.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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