Shoaib Shaikh-• -
https://www.linkedin.com/in/shoaib-shaikh-/
• Pune, India
Summary
Customer Success professional with a proven track record of driving customer satisfaction, client retention, and
successful SaaS implementations. Adapt at leveraging customer insights and data analysis to optimize customer
journeys and deliver exceptional service. Demonstrated expertise in managing client interactions, fostering
collaborative team environments, and implementing customer success plans. Committed to continuous
improvement and achieving performance goals, with a strong background in account management, relationship
building, and upselling. Seeking to bring innovative management and leadership skills to a Customer Success
Manager role to enhance customer experiences and drive business growth.
Areas of Expertise
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Customer Success
Client Retention
Customer Satisfaction
Quality Evaluation &
Feedback
SaaS (Software as a Service)
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Account Management
Call Monitoring & Auditing
CRM Systems
Renewal Management
Coaching & Mentoring
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Upselling and Cross-selling
Conflict Resolution
Data Analysis
Escalation Management
Customer Support
Professional Experience
Career.io
Fulfilment & Customer Support Associate
Jul 2022 – Present
Managed client interactions on Front, ensuring a seamless experience across email, phone, and live chat.
Collaborated with product and technology teams to translate client feedback into actionable insights, driving
process optimisation and successful system integrations. Proactively monitored order inventory, identifying and
mitigating potential issues to prevent disruptions. Developed and implemented customer success plans, outlining
clear objectives, milestones, and metrics to track progress and ensure mutual success.
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Streamlined writer workflows by managing inboxes and promptly handling emails on Front, ensuring
timely project completion.
Collaborated with technical teams to optimie annotation tools and improve data processing workflows.
Consistently surpassed performance goals, including maintaining a refund rate below 2%.
Conducted regular check-ins and reviews with clients to assess their satisfaction levels, gather feedback,
and identify opportunities for upselling or cross-selling services.
Resolved and managed 400+ client inquiries while upholding an SLA of over 95%.
Leveraged customer feedback and insights to provide recommendations for product enhancements,
features, or improvements to increase customer satisfaction and retention.
Supported the development of generative AI systems through prompt engineering and writing creative,
structured content in English.
Significantly contributed to improving writer NPS and boosting Customer CSAT scores.
Monitored daily inbound/outbound calls and assessed compliance with process and quality standards.
Delivered feedback and coaching sessions to agents based on quality parameters and soft skills.
Conducted RCA (Root Cause Analysis) for escalations and complaints to drive service improvements.
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Project: NPS 100 at Career.io
Conducted training sessions with the customer care team to emphasize the importance of post-order
survey participation.
Educated the team on effectively paraphrasing calls and guiding clients to check spam/junk folders for
survey emails.
Developed and implemented a client communication strategy that increased survey response rates
significantly.
Achieved a 90% improvement in NPS feedback collection for writers, contributing to better performance
insights and customer satisfaction metrics.
Played a key role in enhancing internal awareness and accountability around client feedback processes.
Tata Consultancy Services, Pune, India
Senior Customer Service Officer
Feb 2015 – Jan 2020
Managed a portfolio of key client accounts, serving as the primary point of contact for addressing issues,
providing guidance, and driving customer satisfaction. Facilitated product demonstrations and training sessions
for new hires, empowering them to maximise the value of the company's products and services.
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Streamlined customer resolutions by exceeding 95% first call resolution rate, driving satisfaction gains.
Analysed customer data to identify trends, leading to policy development that boosted satisfaction by
80%.
Developed comprehensive customer service scripts, empowering representatives to confidently handle
complex inquiries.
Equipped new hires with best practices, resulting in a 60% reduction in customer service escalations.
Audited customer interactions, identifying opportunities to refine service delivery processes.
Education
HSC
Poona College, India
SSC
St. Thomas Public High School, India
Course
Finished the course “Introduction to Prompt Engineering for Generative AI” by Ronnie Sheer
Technical Skills
Siebel, Citrix, Intercom/Slack, OMS—Order Management System, CMS, and Kana Ticketing Systems, Front,
Okta, AWS.
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