Open to opportunities

Shivalik Joshi

@shivalikjoshi

Message

I improve SaaS customer retention, adoption, and satisfaction through proactive, data-driven support.

India

Message

What I'm looking for

I'm looking to improve customer retention, platform adoption, and satisfaction through proactive support, product feedback, onboarding, and data-driven problem solving.

At GemPages, I maintain 97% CSAT and a first-response time under two minutes while handling high-volume merchant support for a Shopify page builder platform. I create tailored Intercom tutorials, identify recurring pain points, and partner with product and engineering teams to improve adoption and reduce early churn.

I've also managed Shopify operations for catalogs of 6,500+ SKUs at Techno Boost, improving store performance, UX, product listings, and customer journeys for B2B and B2C clients.

At Lano Agritech, I doubled sales revenue through targeted Meta and Amazon campaigns, moved product rankings into the top five through SEO/SEM, and grew store traffic by 400% through Shopify storefront redesign and conversion optimization.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Associate

Current

GemPages

Oct 2025 - Present (10 months)

Maintained 97% CSAT and FRT under 2 minutes while prioritizing tickets by customer plan tier. Created custom tutorials via Intercom to improve product adoption and reduce churn.

Customer Success Customer Support Onboarding CSAT NPS Escalation Management Upselling Product Training Intercom ClickUp Slack Cross Functional Collaboration

Shopify Developer & E-Commerce Consultant

Techno Boost

Feb 2025 - Oct 2025 (8 months)

Managed Shopify operations for businesses with 6,500+ SKUs, streamlining workflows and reducing operational friction. Enhanced store performance and UX for B2B and B2C clients, improving conversion rates.

Shopify Store Management UX B2B B2C

E-Commerce Manager

Lano Agritech

Oct 2023 - Oct 2024 (1 year)

Grew sales revenue by 100% through targeted Meta and Amazon ad campaigns. Elevated product rankings from below 40 to top 5 on Shopify and Amazon via SEO/SEM and keyword research.

Meta Ads Audience Segmentation A B Testing SEO SEM Keyword Research Shopify