Manshi Pandey
Gurgaon
Summary
Result-oriented professional with 3+ years of experience in Customer Success Engineering and Web Application Development within the Shopify ecosystem. Skilled in delivering high-quality merchant support, app integration, and checkout optimization while also contributing to product design, UI/UX improvements, and technical documentation. Adept at leveraging Shopify, Figma, JavaScript, and AI tools to create seamless user experiences and innovative solutions. Passionate about driving customer satisfaction, building scalable solutions, and contributing to organizational success in a collaborative and dynamic environment.
Overview
4
4
years of professional experience
Work History
Customer Success Engineer
GoKwik
07.2024 - Current
• Handle an average of 160+ merchant queries per week while consistently meeting SLA benchmarks.
• Maintain an average First Response Time (FRT) of under 20 minutes, ensuring rapid merchant
engagement.
• Achieve an average issue resolution time of under 7 hours across technical and
integration-related cases.
• Lead end-to-end technical support for Kwik COD App, managing onboarding, configuration,and post-go-live optimization.
• Integrate GoKwik Checkout with Shopify, ensuring seamless payment flows and reduced checkout friction.
• Act as a technical advisor for merchants on Shopify configurations, Meta & Google Adsintegrations,and checkout best practices.
• Own complex technical escalations and collaborate closely with Product, Engineering,and Design teams to drive faster resolutions.
• Analyze merchant feedback and checkout funnel behavior to recommend UX and process
improvements.
• Leverage AI tools to support beta feature development, internal chatbot documentation,
and structured knowledge creation.
• Conduct regular merchant calls to build trust, improve retention, and drive feature adoption.
Web Application Developer
BOONOZ Pvt. Ltd.
Gurgaon
09.2022 - 07.2024
- Managed live apps such as Cozy Country Redirect, Cozy Image Gallery, Cozy Antitheft, and Cozy YouTube Video Gallery.
- Designed and implemented Shopify app templates to optimize user experience and functionality.
- Created visually compelling banners and app feature images to enhance app visibility on the Shopify marketplace.
- Utilized Figma for UI design, crafting intuitive and engaging interfaces.
- Developed premium templates for Shopify stores, improving aesthetics and usability.
- Conducted comprehensive manual testing of Shopify apps to ensure high-quality performance.
- Delivered responsive customer support for app setup and store configuration.
- Maintained professionalism during challenging customer interactions, contributing to a collaborative work environment.
Education
Bachelor of Engineering -
Chandigarh University
05.2021
Skills
- Shopify App & Checkout Integrations
- App & Checkout Integrations
- Technical Troubleshooting & Root Cause Analysis
- High-Volume Query & SLA Management
- Merchant Onboarding, Retention & Adoption
- HTML, CSS, JavaScript, Bootstrap
- UX/UI Design & Conversion Optimization
- Figma, Camtasia, AI Tools
- App Testing & Quality Assurance
- Cross-functional & Stakeholder Leadership
Projects
Cozy Country Redirect – Demo Shopify Store
- Designed and developed a production-like demo Shopify store to simulate real merchant environments and showcase live app behavior.
- Implemented country-based redirection logic using Shopify app configurations and storefront logic to route users based on geolocation data.
- Customized Shopify Liquid templates and UI components to integrate app-driven flows seamlessly into the storefront.
- Validated end-to-end data flow between the Shopify store, app backend, and admin configurations to ensure accurate rule execution and user experience.
Kwik COD – Merchant Feedback & Issue Classification System
- Designed and implemented a structured feedback workflow to capture granular merchant issue data during the uninstall journey.
- Created logic to categorize issues (checkout failure, payment issues, configuration gaps, UI/UX friction) and route them for priority handling.
- Enabled efficient data handoff between the merchant-facing UI, internal dashboards, and support/product teams to improve triage and resolution speed
- Reduced ambiguity in merchant complaints by replacing free-text feedback with structured, actionable inputs.
Merchant Dashboard Workflow Optimization (Internal Product Initiative)
- Contributed to redesigning merchant dashboard workflows by analyzing existing process bottlenecks and redundant support touchpoints.
- Proposed logic-driven UI flows to minimize merchant steps and reduce dependency on manual support intervention.
- Collaborated with Product and Engineering teams to align workflow changes with backend constraints and support operations.
Languages
- Hindi
- English
Timeline
Customer Success Engineer
GoKwik
07.2024 - Current
Web Application Developer
BOONOZ Pvt. Ltd.
09.2022 - 07.2024
Bachelor of Engineering -
Chandigarh University