Chandi Danha

Chandi Danha Houston, TX (Remote) |-| - | www.linkedin.com/in/chandidanha Professional Summary Experienced Client Success and Business Operations Specialist with 8+ years of combined experience across customer support, SaaS, digital platforms, and financial services. Proven track record leading client-facing operations, resolving complex service issues, managing product lifecycles, and supporting cross-functional teams in Agile environments. Strong communication, analysis, and project coordination skills make me an asset for remote-first companies focused on growth, efficiency, and client satisfaction. Core Competencies - Remote Customer Support & Client Retention - Product & Business Analysis | Requirements Gathering - Agile Scrum | Jira, Trello, Asana - CRM & Ticketing Systems: Salesforce, HubSpot, Zendesk, Intercom - Process Improvement | SOP Development - Data Analysis | Reporting | User Feedback Integration - Digital Marketing Support | Social Media Ops - Stakeholder Communication & QA Coordination Professional Experience Freelance Community Moderator & Client Success Specialist — Remote Apr 2023 – Present Provided high-volume remote customer support for virtual communities (5,000+ members). Resolved client issues via Zendesk and Intercom, tracked tickets, and created internal SOPs. Improved user onboarding and engagement by optimizing client messaging workflows. Social Media & Customer Support Specialist | Twitch — Remote Nov 2019 – Mar 2023 Delivered responsive user support for live streaming communities and digital campaigns. Monitored multiple channels to resolve customer issues, moderate content, and represent brand voice. Analyzed feedback trends to inform UX and content strategy teams. Agile Scrum Master & Project Manager (Contract) — Remote Sept 2020 – May 2021, Aug 2021 – Apr 2022 Facilitated Agile/Scrum ceremonies for distributed marketing and operations teams. Used Trello and Asana to track timelines, assign tasks, and coordinate client feedback delivery. Supported QA, creative, and product launches by bridging communication across remote teams. Product Owner / Business Analyst | FIS Global — Houston, TX (Remote) Feb 2018 – Jul 2020 Defined and prioritized product features for client banking platforms. Collaborated with customer support teams to address pain points and refine system workflows. Served as liaison between clients, engineers, and compliance teams to ensure timely delivery. Business Analyst | U.S. Bank (via Signature Consultants) — Remote / Hybrid Apr 2016 – Jan 2018 Analyzed client account servicing processes, reducing manual ticket escalations. Led discovery sessions with end-users to optimize customer experience touchpoints. Coordinated cross-functional responses to operational issues impacting remote teams. Education Kennesaw State University Bachelor of Arts in Communications Relevant Coursework: Digital Media, Marketing, Project Communication Technical Tools - CRM & Support: Zendesk, Intercom, Salesforce, HubSpot, Freshdesk - Project Tools: Trello, Asana, Jira, ClickUp, Slack - Marketing Ops: Hootsuite, Canva, Google Ads (basic) - Platforms: Zoom, Microsoft Teams, Google Workspace