Open to opportunities

Shaini Masih

@shainimasih

Message

I resolve SaaS and e-commerce customer issues to improve retention, CSAT, and customer journeys.

India

Message

What I'm looking for

I'm looking for a customer success, customer experience, or SaaS support role where I can manage customer journeys, resolve complex issues, strengthen retention, and improve CSAT through cross-functional collaboration.

I've supported end-to-end customer journeys at Excevo (Debenhams), Amazon, and TaskUs, resolving order, return, refund, delivery, account, and escalation issues through high-volume email and chat support. I use Zendesk and Salesforce to manage tickets, prioritize cases, meet SLAs, and deliver clear next steps.

I'm focused on customer success outcomes including First Contact Resolution, CSAT, retention, churn reduction, product adoption, and customer lifecycle management. I bring empathetic communication, accurate documentation, proactive follow-up, and cross-functional problem-solving to improve service quality and operational results.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

Excevo (Debenhams)

Nov 2025 - Jul 2026 (8 months)

Managed end-to-end customer journeys covering orders, returns, refunds, deliveries, faulty products, accounts, and escalations through email and chat. Applied Customer Success Management principles to deliver timely resolutions, strengthen customer relationships, support retention, and improve CSAT.