Shopify
Shruti Shetty
Sr. Customer Success Specialist
Thane,MH
Summary
Customer Experience & Operations professional with 7+ years of experience in scaling support functions, leading teams, and driving process excellence in high-growth environments. Proven track record of managing high-volume operations (300+ tickets/day), improving SLAs, and enhancing customer satisfaction. Skilled in automation, escalation management, and cross-functional coordination, with a strong focus on ownership and execution in startup environments.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
11
11
years of professional experience
Work History
Sr. Customer Success Specialist
MyMuse
04.2023 - Current
- Owned end-to-end CX operations, handling 100+ daily customer queries across Email & WhatsApp, including high-priority escalations
- Led team operations during peak periods (300+ tickets/day), ensuring zero backlog and SLA adherence
- Maintained FRT < 4 hours and AHT < 24 hours, consistently meeting response benchmarks
- Achieved and sustained a CSAT score of 4/5, improving overall customer satisfaction
- Led implementation of Gorgias automation (bot responses) to handle repetitive queries, improving response efficiency and reducing manual workload
- Built and implemented macros, templates, and FAQs, significantly improving team productivity and reducing resolution time
- Drove daily reporting and closing dashboards, ensuring visibility on ticket status, escalations, and resolutions
- Assigned and managed daily team tasks, improving workflow efficiency and accountability
- Handled irate customer escalations via email, ensuring timely and satisfactory resolution
- Managed consumer forum cases, including preparing summaries and detailed RCA (Root Cause Analysis) for resolution and submission
- Managed tools: Shopify, EasyEcom, Clickpost, Gorgias
- Worked extensively with payment gateways (Razorpay) for payment verification, authorization, and refund tracking
- Designed and implemented structured refund processes (COD & prepaid), improving tracking, accountability, and reducing errors
- Coordinated with courier partners to resolve NDR, RTO, and delivery-related issues, improving delivery success rates
- Developed and maintained dashboards and reports for escalations, malfunctions, and team performance tracking
- Trained and onboarded team members on processes, tools, and product knowledge, improving team productivity
- Built Processes- Return- Replacement, Refunds etc
- Successfully handled a 4x surge in ticket volume (80 → 300+ tickets/day) during high-demand periods without impacting SLAs
Sr. Customer Delight Executive
SUGAR Cosmetics
10.2018 - 03.2023
- Managed multi-channel customer support (Chat, Email, Social Media platforms)
- Handled escalations, refunds, and order management across multiple systems
- Worked on Freshdesk, Freshchat, Shopify, Unicare, Clickpost
- Managed customer queries across Instagram, Facebook, Twitter, and Play Store
- Supported customer retention and conversion through outbound calls
- Handled abandoned orders, manual order creation, and refund processing via Razorpay, Paytm, and PayU
- Managed CX operations for multiple brands (SUGAR Cosmetics & SUGAR POP) simultaneously
- Trained and mentored new team members, improving onboarding and process understanding
Customer Support Executive
Toppr Technologies Pvt Ltd
04.2017 - 09.2018
- Managed inbound calls, chats, and counselling support
- Handled refunds, escalations, and customer queries
- Supported sales and customer engagement processes
HR & Admin Executive
Fortune Gourmet Specialities Pvt Ltd
06.2015 - 02.2017
- Managed HR operations including payroll, attendance, onboarding, and exit processes
- Coordinated training, employee engagement, and administrative functions
- Handled vendor management, office operations, and asset maintenance
Client Servicing Executive
Beyond Verve Entertainment
Business Development & Production
Ginger Events
Internships in media & TV production
Zee Network, Sasural Simar Ka
Freelance Event Coordination & Promotions
Education
B.Com -
Mumbai University
Skills
Customer Experience Strategy
Team Leadership
Process Improvement
Reporting & Dashboards
Effective Communication & Interpersonal Skills
Team Collaboration & Leadership
Problem Solving & Decision Making
Planning & Execution in High-Pressure Environments
Time management
CRM software proficiency
Software
Clickpost
Gorgias
Google Sheets & Docs
Timeline
Sr. Customer Success Specialist
MyMuse
04.2023 - Current
Sr. Customer Delight Executive
SUGAR Cosmetics
10.2018 - 03.2023
Customer Support Executive
Toppr Technologies Pvt Ltd
04.2017 - 09.2018
HR & Admin Executive
Fortune Gourmet Specialities Pvt Ltd
06.2015 - 02.2017
Client Servicing Executive
Beyond Verve Entertainment
Business Development & Production
Ginger Events
Internships in media & TV production
Zee Network, Sasural Simar Ka
Freelance Event Coordination & Promotions
B.Com -
Mumbai University