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Shaffi Shafraz Asnavi
Customer Success Specialist (Customer Success Mastery) @Medibank
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WORK HISTORY
Customer Success Specialist (Customer Success Mastery) @Medibank
AU
Customer-focused specialist within a regulated private health insurance environment, responsible for resolving complex and high-risk complaints while ensuring strong governance, risk, and compliance (GRC) adherence.Manage end-to-end investigations, including AFCA-related matters, delivering fair, timely, and compliant outcomes. Provide specialist support to vulnerable customers using empathy-led resolution aligned with Medibank values and regulatory obligations.Partner closely with frontline teams by delivering targeted education, coaching, and case learnings to uplift complaint handling capability and reduce repeat issues. Conduct root cause analysis to identify systemic issues, recommend corrective actions, and support the implementation of sustainable fixes that improve customer experience and operational efficiency.Core capabilities- Complex complaints & investigations (AFCA, PHI)- GRC adherence and regulatory compliance- Vulnerable customer support- Frontline coaching & capability uplift- Root cause analysis & corrective actions- Customer experience (CX) improvement
EDUCATION
Lyceum International School
Advance Level, Business/Commerce, General
Pearson College London
Managerial Diploma in Strategy and Innovation Management, Strategy and Innovation
Institute of Certified Management Accountants, Australia
Graduate Management Accountant , Accounting and Finance
Harrow International School
Ordinary Level, Business/Commerce, General
Chartered Insurance Institute
Award in Financial Planning , Financial Planning and Services
Mahatma Gandhi University
Master's degree, Business Administration and Management, General
CIM | The Chartered Institute of Marketing
Post Graduate Diploma, Marketing/Marketing Management, General
SKILLS
ABOUT SHAFFI SHAFRAZ ASNAVI
With 25 years of cross-industry leadership, I bring a rare end-to-end perspective on how businesses grow, adapt, and endure. My career journey spans customer service, growth marketing, customer success, and business operations, giving me a deep appreciation of both the front line and the boardroom.I have successfully turned around businesses, delivering measurable outcomes through sharper strategy, disciplined execution, and people-first leadership. I’ve built and scaled high-performing teams that consistently outpaced market benchmarks and helped shape organisations that stood the test of time.My work is grounded in earning long-term customer commitment and loyalty, Customer Citizenship - strengthening market presence through clear positioning, compelling brand narratives, and exceptional customer experiences. I’m known for crafting pragmatic, high-impact strategies, embedding lean and agile processes, and improving responsiveness in fast-changing environments.Equally comfortable with strategy and numbers, I’ve managed finances with rigor, ensuring stability, continuity, and sustainable growth. My experience spans logistics, insurance, apparel manufacturing, and cybersecurity, across both B2B and B2C landscapes.At my core, I’m driven by building resilient businesses, empowering teams, and creating value that lasts.
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