Shaini Masih

Customer-focused Customer Success and Customer Experience professional with 3+ years of experience across Excevo (Debenhams), Amazon, and TaskUs. Skilled in Customer Success Management (CSM), Customer Onboarding, Account Management, SaaS Support, Technical Support, Customer Lifecycle Management, and Customer Journey Management. Experienced in high-volume email and chat support, escalations, SLA Management, First Contact Resolution (FCR), CSAT, NPS-focused service delivery, Customer Health Score monitoring, Churn Reduction, Product Adoption, and retention.

Strong in CRM-driven case management, cross-functional collaboration, problem resolution, and identifying opportunities for Upselling and Cross-selling while improving customer experience and operational outcomes.

CUSTOMER SERVICE SPECIALIST - Excevo (Debenhams) - Remote

(2025-11 - 2026-07)

• Managed end-to-end customer journeys covering orders, returns, refunds, deliveries, faulty products, accounts, and escalations through email and chat.
• Applied Customer Success Management (CSM) principles to deliver timely resolutions, strengthen customer relationships, support retention, and improve CSAT.
• Used Zendesk and Salesforce for ticket management, customer documentation, SLA Management, case prioritization, and cross-functional resolution.
• Supported First Contact Resolution (FCR) by diagnosing issues, communicating clear next steps, and proactively following up on unresolved cases.
• Maintained service quality and operational KPIs while collaborating with internal teams to resolve complex customer issues and reduce repeat contacts.
• Achieved a consistent 90% First Contact Resolution rate, enhancing customer satisfaction and streamlining support operations.

CUSTOMER SUPPORT SPECIALIST - Amazon - Remote

(2024-06 - 2025-09)

• Resolved complex customer concerns across multiple support channels in a high-volume, target-driven environment while maintaining strong customer experience standards.
• Managed CRM-based ticketing, issue tracking, escalation handling, and resolution with a focus on SLA Management, CSAT, and First Contact Resolution (FCR).
• Collaborated with internal stakeholders to address recurring issues, improve the Customer Journey, and support retention and Churn Reduction.

CUSTOMER SUPPORT ASSOCIATE - TaskUs - Chandigarh

(2023-04 - 2024-06)

• Built customer trust through empathetic communication, structured problem-solving, proactive follow-up, and accurate case documentation.
• Delivered customer support in high-volume service operations while consistently adhering to quality standards, productivity targets, and SLA requirements.
• Performed proactive follow-ups on unresolved cases and maintained accurate customer records to improve Customer Lifecycle Management and customer satisfaction.
• Partnered with cross-functional teams to resolve issues efficiently, improve service quality, and strengthen the overall customer experience.

Bachelor of Arts - English Honours - Rayat Bahra University

Higher Secondary (12th) - Physics, Chemistry & Biology - DAV Public School

Secondary (10th) - DAV Public School