Looking for a job

ronald deskin

@ronalddeskin

Message

Customer Success Specialist improving customer experience through data and empathy.

India

Message

What I'm looking for

I’m looking for a customer success role where I can own escalations, collaborate cross-functionally, and use analytics to improve experience at scale—while building thriving customer communities and maintaining strong CSAT.

I’m a Customer Experience Specialist across E-Commerce and HealthTech, focused on handling escalations, resolving complex concerns, and improving customer experience at scale. I bring a customer-first mindset, combining empathy with root-cause thinking to drive real fixes.

In my role at Mosaic Wellness Pvt Ltd (ManMatters.com), I managed customer support for a 1M+ user D2C HealthTech platform using Zendesk. I led community initiatives on WhatsApp Business (5,000+ members) and then managed reward-based in-app campaign communities to increase activity and engagement, partnering with Product and Tech teams to refine the experience.

Previously at Swiggy India, I delivered email-based advisory and operational support for a 250K+ B2B merchant network through Freshdesk. I supported 80–100 daily tickets, resolved 40,000+ partner escalations using JIRA, tracked trends with Excel and Power BI, and led a 20-member support team while maintaining a 98% CSAT score.

Experience

Work history, roles, and key accomplishments

Customer Success Specialist

Mosaic Wellness Pvt Ltd

May 2023 - Jun 2024 (1 year 1 month)

Managed customer support for a 1M+ user D2C HealthTech platform using Zendesk, resolving complex health and product concerns and identifying root causes. Led WhatsApp Business community projects for 5,000+ members and later ran 20 reward-based in-app campaign communities to increase user activity and engagement.

Zendesk Customer Support Root Cause Analysis Community Management In App Campaigns Customer Feedback Analysis Looker Studio Google Sheets

Partner Support Advisor

Swiggy India

Dec 2021 - May 2023 (1 year 5 months)

Provided email-based advisory and operational support via Freshdesk for a 250K+ B2B merchant network, resolving 40,000+ partner escalations. Managed 80–100 daily tickets and led a 20-member support team for 6 months while maintaining a 98% CSAT score.

Freshdesk B2B Support Escalation Management Jira Ticketing Excel Power BI Operational Reporting Team Leadership

Customer Experience Specialist

Conneqt Business Solution

Jan 2021 - Oct 2021 (9 months)

Managed customer escalations and operational issue resolution for a 2.2M+ consumer Pay-TV customer base within a high-volume customer operations environment focused on service quality and customer experience.

Analyzed recurring customer concerns and service patterns to support operational improvements while maintaining a 97% CSAT score.

Survey Analysis Oracle Siebel Integration Escalations