Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Ariz Shaikh

Customer Success Manager
Mumbai,MH

Summary

Dynamic customer support and sales specialist with over 10 years of proven success in service optimization, revenue growth, and customer retention. Expertise in enhancing service delivery and minimizing churn through strategic initiatives that elevate customer satisfaction and streamline issue resolution. Strong focus on fostering long-term loyalty while aligning business objectives with customer needs ensures a commitment to delivering exceptional experiences. Recognized for driving impactful results in fast-paced environments and consistently exceeding performance targets.

Overview

13
13
years of professional experience

Work History

Customer Success Manager

Dream11
11.2024 - Current
  • Generated weekly reports on CSAT scores and query types to track customer sentiment and support trends, improving visibility for leadership.
  • Provided Level 2 technical support, troubleshooting app-related issues and ensuring timely resolution of escalated cases.
  • Delivered empathetic customer communication, maintaining proactive updates and follow-ups to ensure transparency and satisfaction.
  • Collaborated with cross-functional teams (Product, Tech, Operations) to resolve issues, streamline processes, and translate customer feedback into product improvements.
  • Documented and escalated bugs with detailed context, accelerating resolution cycles and reducing repeat queries.
  • Conducted post-implementation follow-ups to capture customer feedback and drive service quality enhancements.
  • Assisted with onboarding and product setup, enabling smooth adoption and stronger product engagement.
  • Built strong customer relationships, resulting in increased trust, loyalty, and long-term retention.

Team leader - Customer Experience & Sales

Tech Mahindra
03.2021 - 08.2024
  • Company Overview: Three UK is a major telecommunications provider known for its competitive mobile and broadband services, including extensive 4G and 5G coverage. Three UK serves over 9.5 million customers as of recent reports, making it one of the key players in the UK telecom market. Its customer base is drawn to the company due to its competitive pricing, unlimited data plans, and strong focus on mobile internet services.
  • Develop and execute cross-selling and upselling strategies to meet revenue goals.
  • Ensure customer inquiries are resolved promptly, surpassing CSAT and DSAT targets while maintaining key SLA and FCR objectives.
  • Implement initiatives aimed at reducing churn and enhancing customer retention.
  • Work with cross-functional teams to resolve policy, system, and compliance challenges, ensuring smooth operations.
  • Manage a team of 20+ representatives, drive consistent high-quality customer service, improving productivity, maintaining schedule adherence, and implementing training programs to reduce attrition and absenteeism.
  • Exceeded NPS and CSAT targets, reflecting higher customer satisfaction.
  • Lowered repeat contacts, boosting operational efficiency.
  • Maintained fast response and resolution times.
  • Increased revenue via successful upselling efforts.
  • Reduced churn with effective retention strategies.
  • Collaborated across teams to resolve policy, system, and compliance issues swiftly.

Customer Service Representative

Tech Mahindra
01.2016 - 02.2021
  • Ensured customer satisfaction with proactive solutions addressing needs and concerns.
  • Identified service improvements through trend analysis and feedback to management.
  • Collaborated with the team to enhance customer experience and exceed goals.
  • Resolved customer issues swiftly with empathy, ensuring a positive experience.
  • Diagnosed and fixed root causes of complaints for effective problem resolution.
  • Stay informed on product updates through team meetings and training sessions.

Customer Service Representative

Sutherland Global Services
05.2014 - 02.2015
  • Responding to customer inquiries quickly and professionally via live chat.
  • Diagnosing and solving technical problems related to telecom services.
  • Gathering information from customers to fully understand and address their issues.
  • Clearly explain technical concepts and procedures to customers.

Network Support Engineer

Orient Technologies
08.2012 - 04.2014
  • Effectively manages incoming customer calls, quickly addressing network-related issues.
  • Skillfully diagnoses and troubleshoots connectivity issues, latency, and outages using advanced networking tools.
  • Accurately collects customer data to pinpoint root causes and escalates complex network problems as needed.
  • Keeps comprehensive records in the database and proactively monitors network performance to ensure optimal operation.
  • Consistently updates knowledge on the latest networking technologies, protocols, and security practices.

Education

H.S.C -

NIOS
04.2013

Diploma - Computer Engineering

MSBTE Board
04.2012

Skills

  • Customer account management
  • Training and mentoring
  • Customer retention
  • Client relations
  • Account management
  • CRM software
  • Report analysis
  • Process improvement
  • Multitasking Abilities
  • Team leadership
  • Technical proficiency
  • MS office

Awards

2023 – Captain Award, 2023 – Stellar Team Leader & Team Award, 2022 – Stellar Team Leader & Team Award

Timeline

Customer Success Manager

Dream11
11.2024 - Current

Team leader - Customer Experience & Sales

Tech Mahindra
03.2021 - 08.2024

Customer Service Representative

Tech Mahindra
01.2016 - 02.2021

Customer Service Representative

Sutherland Global Services
05.2014 - 02.2015

Network Support Engineer

Orient Technologies
08.2012 - 04.2014

Diploma - Computer Engineering

MSBTE Board

H.S.C -

NIOS

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Ariz ShaikhCustomer Success Manager