Juan Mary Shaiju

I’m an MBA graduate (Marketing) with 2+ years of customer-facing experience across hospitality, retail, and remote digital environments. I lead with empathy and relationships, while using an analytical instinct to monitor account health and act before issues escalate.

In my current customer care role at Old Navy, I serve as the primary point of contact for 80–100+ customers daily across phone, email, and in-person channels. I mentor and onboard 5 new team members, standardize service and escalation practices, proactively identify risks in real time, and convert at-risk interactions into loyalty-building outcomes that protect long-term retention.

I’ve also strengthened my hands-on customer support approach in high-volume service settings—maintaining 97%+ service accuracy and eliminating satisfaction failures by introducing a pre-confirmation protocol that reduced errors by 15%. In a remote contract role at Appen, I owned an autonomous workflow for six months with 95%+ accuracy, built SOP-aligned documentation for 2,000+ monthly cases, and improved program performance by highlighting recurring quality patterns.

Outside day-to-day care, I bring cross-functional client coordination skills from an Influencer Marketing Associate role managing 10+ concurrent accounts and redesigning approval workflows to reduce turnaround by 15%. My MBA capstone further sharpened my KPI-driven mindset for customer success and market entry planning, reinforcing how I work: trusted advisor communication, measurable improvements, and continuous process refinement.