Shaun Fernandez
Manager Ecommerce Customer Success/Operations
Karachi
Summary
Customer Success & eCommerce Operations Leader with 18+ years of experience driving customer satisfaction, streamlining operations, and leading high-performing teams. Proven track record in CRM implementation, SOP development, and end-to-end order fulfillment. Expert in enhancing NPS, boosting retention, and building efficient, customer-centric processes across eCommerce and financial sectors.
Overview
20
20
years of professional experience
2
2
Languages
Work History
E-Commerce Manager Customer Success/Operations
Qavi Tech
09.2025 - Current
- Set up a structured email communication system with automation, ensuring customer and agent queries were routed and responded to efficiently.
- Developed and implemented KPIs to measure team performance, productivity, and service quality.
- Restructured FAQs, return policies, and SOPs, ensuring consistency across customer touchpoints and internal operations.
- Organized and centralized vendor and supplier information, streamlining communication and purchase coordination.
- Designed and implemented standard operating procedures (SOPs) for vendor management and internal workflows, improving turnaround time and accountability.
- Optimized Shopify operations by restructuring order management workflows and configuring platform notifications.
- Streamlined customer communication processes for online orders, improving response time and satisfaction.
- Introduced and managed a calling service for enhanced customer engagement and after-sales support.
- Collaborated closely with the CEO to define company goals, KPIs, and long-term operational strategies.
- Built a digital workspace (project tracking system) to monitor progress on goals and cross-departmental collaboration.
- Spearheaded initiatives to improve customer retention and satisfaction, contributing to operational efficiency and revenue growth.
- Home Centre Direct Ireland
Assistant Manager E-Commerce Customer Success/ Operations
KistPay Pvt Ltd
11.2023 - Current
- Lead and manage a team of 9 customer service executives handling inbound calls, live chats, emails, and social media (comments and DMs), ensuring timely, accurate, and professional customer support across all channels.
- Oversee daily order processing, shipment tracking, and delivery coordination with logistics, warehouse, and vendor teams, while resolving any delays, returns, or fulfillment issues.
- Develop, maintain, and improve standard operating procedures (SOPs) for customer support and operational workflows, identifying process gaps and driving efficiency.
- Monitor and report key customer success metrics (response time, resolution rate, order accuracy, call/chat types, etc.) to senior leadership, including CEO and COO.
- Act as a point of escalation for VIP and high-priority clients, ensuring swift and effective issue resolution through direct coordination.
- Conduct regular quality audits of support communications to ensure clarity, professionalism, and compliance with internal standards.
- Utilize Bitrix24 CRM for complaint tracking, KPI monitoring, and generating service performance dashboards for internal stakeholders.
- Monitor and analyze Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics, identifying trends and areas for improvement to enhance overall service quality and customer loyalty.
- Organize and lead training workshops to enhance team collaboration, promote a solution-oriented culture, and address root-cause problem solving.
- Mentor and coach team members regularly to support skill development and performance improvement.
- Collaborate with cross-functional teams including Business Development, Product, Engineering, and Finance to ensure a seamless customer journey.
- Oversee CRM administration and actively contribute to system automation and enhancement projects by providing ideas and feedback.
- Design and implement customer retention strategies through proactive support, feedback collection, and loyalty campaigns.
- Support recruitment, onboarding, and performance evaluations of Customer Service and Operations staff.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Customer Success E-Commerce Team Lead
Gaditek/SQUATWOLF
06.2019 - 10.2023
- Managed a Customer Success team across email, live chat, and social media, overseeing the entire customer journey from pre-sales to post-purchase support, exchanges, and returns.
- Enhance customer satisfaction metrics (NPS, CSAT) through coaching, process improvements, KPI monitoring (First Response Time, Ticket Resolution, Retention Rates), and swift escalation handling.
- Collaborate with logistics and payment partners (Aramex, DHL, FedEx, PayPal, Stripe, TO CHECKOUT, Global-e) to ensure timely deliveries, manage fraudulent order detection, and resolve shipment/payment issues.
- Improved operations through automation tools and weekly audits to ensure SOP compliance.
- Work cross-functionally with Marketing, Fulfillment, Finance, and Product teams to resolve customer pain points and contribute to product and service improvements.
- Handle complex escalations and manage brand reputation across public platforms like Trustpilot, Facebook, and Instagram.
- Report on customer service performance to senior management, analyzing trends and recommending opportunities for service enhancement.
Operations Executive
Mint Middle East
06.2012 - 01.2019
- Handled client requests through calls and emails, ensuring timely and professional resolution.
- Managed bulk activations of ATM cards for corporate clients across the UAE.
- Investigated and resolved ATM withdrawal disputes, maintaining high customer satisfaction.
- Acted as the key representative for B2B onboarding and introductions, focusing on major construction companies in the UAE.
- Processed client documentation for WPS (Wage Protection System) registrations in compliance with regulatory guidelines.
- Oversaw order fulfillment processes for ATM card printing and dispatch to corporate clients.
- Served as the main point of contact for assigned customers, promptly addressing inquiries related to orders, deliveries, returns, and claims.
- Collaborated closely with the Business Development and Finance teams to align customer service and operational strategies.
- Coordinated with the Operations Manager and Finance team to suggest process improvements based on data-driven reporting and analysis.
Customer Service Officer
Emirates NBD Bank
11.2008 - 04.2012
- Acted as the primary point of contact for product inquiries, grievance resolution, and service requests, handling high volumes of inbound calls professionally while executing ATM card activations, blocking, transaction updates, and maintaining structured KPIs and process adherence.
- Assisted VIP clients through emails and outbound calls assigned by my TL.
- Supervised new hiring through shadowing.
- Conducted team huddles when required.
Internship International News department
Dawn News
03.2008 - 07.2008
- Assisted in writing news bulletins and story briefs for international news segments.
- Produced short voice reports (3–5 minutes) for on-air use.
- Researched relevant images and video content from the Dawn News archives to support news stories.
- Gained foundational experience in news reporting, editorial writing, and international news coverage.
Online Banker Executive
Union Bank
09.2005 - 01.2006
- Assisted customers via phone with online and mobile banking services, including account access, password resets, and transaction inquiries.
- Guided users through digital banking features such as fund transfers, bill payments, and account registration.
- Handled complaints, technical issues, and service requests efficiently, ensuring first-call resolution and high customer satisfaction.
- Educated customers on cybersecurity best practices and digital self-service options.
- Logged interactions and service details accurately in CRM systems to ensure consistent follow-up and issue tracking.
- Met performance targets for call handling time, service quality, and resolution rates.
Education
Bachelors - Business Administration and Commerce
University of Karachi
01.2008
Intermediate - undefined
S.M. Government Arts & Commerce College
01.2004
Matriculation - undefined
St Patrick’s high school
01.2002
Skills
Customer Success & Relationship Management
Technical Tools
- Helpdesk
- Fresh desk
- Bitrix24
- Zoho CRM
- Shopify
- Woo commerce
- Ms team advance
- Stripe
- After ship tracking
- To Checkout
- Pay pal back office
- Whats app Digital Connect
- Kustomer App (Meta)
- Groove
- Talkto (Chat apps)
- Gorgias
Personal Information
- Date of Birth: 12/05/86
- Marital Status: Married
- Religion: Christianity / Roman Catholic
Professional Highlights
- KistPay Pvt Ltd: Implemented CRM systems and digital phone solutions, redesigned refund policies, and improved support processes—resulting in a 22% recovery rate boost and 10% rise in customer satisfaction.
- Gaditek/SQUATWOLF: Led COD audits and process improvements, automated returns via AFTERSHIP, enhanced ticket response times by 40%, and consistently earned Employee of the Month recognition for operational excellence.
Accomplishments
KistPay Pvt Ltd: Implemented CRM systems and digital phone solutions, redesigned refund policies, and improved support processes—resulting in a 22% recovery rate boost and 10% rise in customer satisfaction.
Gaditek/SQUATWOLF: Led COD audits and process improvements, automated returns via AFTERSHIP, enhanced ticket response times by 40%, and consistently earned Employee of the Month recognition for operational excellence.
Qavi Tech (Home Centre Direct): Streamlined e-commerce operations by implementing an email ticketing system that enhanced customer and vendor communication, reduced order processing time from 15 to 7 days, improved delivery performance through KPI-driven accountability, increased customer satisfaction and retention, and built real-time Google Sheet dashboards for performance tracking and data visibility.
Timeline
E-Commerce Manager Customer Success/Operations
Qavi Tech
09.2025 - Current
Assistant Manager E-Commerce Customer Success/ Operations
KistPay Pvt Ltd
11.2023 - Current
Customer Success E-Commerce Team Lead
Gaditek/SQUATWOLF
06.2019 - 10.2023
Operations Executive
Mint Middle East
06.2012 - 01.2019
Customer Service Officer
Emirates NBD Bank
11.2008 - 04.2012
Internship International News department
Dawn News
03.2008 - 07.2008
Online Banker Executive
Union Bank
09.2005 - 01.2006
Intermediate - undefined
S.M. Government Arts & Commerce College
Matriculation - undefined
St Patrick’s high school
Bachelors - Business Administration and Commerce
University of Karachi