THE RÉSUMÉ
Shobith Sudhakar Shetty
Customer Experience Manager — RBC Dr. Bill
Summary
Customer Experience Manager at RBC Dr. Bill, a Canadian physician-billing platform. 9+ years across Customer Experience, SaaS and project management, with a track record in onboarding, training, renewals, support automation and cross-functional work with product and engineering. Owns end-to-end onboarding for physicians and clinics across Ontario, BC and Alberta – kickoff to first submitted claim and first payment, plus billing-query support – and sustained ~90% customer satisfaction over the past year, above team average. PHIPA and PIPEDA certified.
Experience
RBC Dr. Bill
TORONTO, ON- Own the team's scheduling and daily queue management, serve as primary escalation point for complex cases, and help interview, onboard and train new team members.
- Partner with product and engineering on the release process – reproduce and triage bugs, test new features in staging before deployment, and raise prioritised feature requests and bug-fix tickets from customer signal.
- End-to-end onboarding for physicians and whole clinics across Ontario, BC and Alberta – from kickoff through system connection, first claim submission and first payment – working directly with clinic owners and practice managers, and deliver the onboarding training.
- Coordinate clinic rollouts across multiple EMRs alongside sales, managing integration and handoff so practices go live cleanly.
- Sustained ~90% customer satisfaction over the past 12 months, above the team average, while personally handling ~50% of all incoming CE conversations – the team's highest individual workload – alongside full scheduling, escalation, onboarding and product-partnership responsibilities; won the company-wide Q4 2025 performance award.
- Designed and maintain Intercom chatbot workflows and a shared macro library that deflect repetitive inquiries and cut the team's manual support load; run the voice-of-customer loop into product and keep customer-facing help content current.
- Built an internal React/TypeScript scheduler that cut weekly CE schedule planning from 30+ minutes to under 5 and scales to a full 52-week plan.
Javelin Technologies (TriMech)
OAKVILLE, ON- Managed high-volume onboarding for an engineering-software (SolidWorks) customer base, targeting 150+ customers onboarded and trained per month.
- Coordinated across sales and external vendors to resolve customer needs and keep implementations on track.
- Identified at-risk accounts early and drove proactive outreach to protect retention.
Bayzat
REMOTE- Owned ~80 accounts (CAD $800,000 total account value) across the full lifecycle – onboarding, training, adoption, upsell and annual renewals.
- Change-managed the entire book of business from a free tier to paid pricing, moving almost every account to paid.
- Held the highest internal support scores across the full tenure – 91.6% positive on 369 ratings with a 2m 22s median response time on Intercom.
- Ran weekly customer training and fed structured product feedback to design, development and sales.
- Advised customers on adoption and best practice and drove upsell, cross-sell and referrals.
Feedback Business Insights Pvt Ltd
BANGALORE, INDIA- Project-managed end-to-end CSAT and NPS research programs for large clients, with study samples exceeding 1,000 respondents.
- Led a field team of agents and reporting staff to deliver studies on schedule.
- Conducted F2F and telephone interviews from C-suite to frontline and translated findings into score-improvement recommendations.
- Measured CSAT with NPS and proprietary scales and researched competitive and industry trends.
RainMan Consulting Pvt Ltd
BANGALORE, INDIA- Led a team of 7 data experts and modellers as single point of contact for FMCG clients including Unilever, Wipro and Johnson & Johnson.
- Built predictive models on historical sales and ad-spend data to optimise clients' future marketing spend.
- Translated statistical results into business recommendations and presented them to client management.
- Ran exploratory data analysis and prepared client-ready decks with insights and visualisations.
Kuwait Computer Services
KUWAIT- Supported implementation of the Infosys Finacle core-banking platform and IBM Cognos for a national bank, working alongside project and change-management teams.
- Acted as single point of contact for the KCS Enterprise Solutions team, reporting progress directly to the Vice Chairman.
- Coordinated project managers and resource mobilisation and improved HR / immigration processes to speed project staffing.
Skills
CUSTOMER EXPERIENCE
- End-to-end Onboarding
- Training & Enablement
- Customer Support
- Renewals & Retention
- Billing-query Support
PROJECT MANAGEMENT
- Stakeholder Management
- Agile / Scrum
- Resource Planning
- Risk Analysis
- Cross-functional Delivery
TOOLS & PLATFORMS
- Intercom
- Salesforce CRM
- Freshdesk
- Jira / Confluence
- Looker
- Slack / Zoom
AI & DEVELOPMENT
- React
- TypeScript
- Vite
- VS Code
- Claude
Projects
Medical Billing Simulator
Full-stack simulator of Ontario OHIP and BC MSP physician billing – fee-code validation, remittance and reconciliation across 21 modelled specialties, with an AI billing advisor.
REACT 19 · TYPESCRIPT · VITE · NODE/EXPRESS · THREE.JS · FIRESTORE
Celestia AI
Full-stack Vedic & Western astrology app computing real planetary positions, charts and houses from astronomical data, with an LLM chat assistant for personalised readings.
REACT · TYPESCRIPT · ASTRONOMY ENGINE · THREE.JS · TAILWIND
LinkdInspirator
Turns any prompt into a polished LinkedIn post in a chosen theme and style – API keys kept server-side via a Node API route.
REACT · TYPESCRIPT · VITE · OPENROUTER
Task Scheduler Pro
Client-side scheduler generating a full 52-week plan across time zones, vacations and statutory holidays in under 5 minutes – no backend, no database.
REACT · TYPESCRIPT · VITE · XLSX
Certifications
Education
Volunteering
Supporting animal welfare initiatives in Toronto.
Managed the organization's Twitter account during the Covid-19 pandemic – featured in a video by the Chief Minister's handle.