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Shital Prajapati, customer success manager

Shital Prajapati

customer success manager·Vodafone intelligence service

India

Master's degree, Marketing

Work experience

Total years of experience: 10 years, 8 months

customer success manager

March 2018 - Present

Vodafone intelligence service

Ahmedabad, India

March 2018 - Present

Company industry:
Telecommunications

Customer Success & Process Excellence Manager

March 2018 - Present

VOIS (Vodafone Intelligent Solutions)

Ahmedabad, India

March 2018 - Present

• Managed onboarding and ongoing support for international clients
across US/UK/ANZ regions, maintaining 95%+ client retention.
• Spearheaded automation and CRM enhancements that reduced
ticket resolution times by 30%.
• Resolved 1, 000+ high-impact client issues annually with 90%+
satisfaction rate.
• Directed B2B client support operations across three business units,
optimizing client engagement processes.
• Reduced client escalations by 20% through service improvement
frameworks.
• Improved CRM system workflows to increase client communication
efficiency.
Company industry:
Telecommunications

Client Service & Escalation Manager

January 2016 - January 2017

Jindal Worldwide Limited

Ahmedabad, India

January 2016 - January 2017

• Managed client escalations and implemented SLA-driven service
recovery models.
• Improved customer query resolution within 48 hours, resulting in
higher satisfaction scores.
• Led seasonal resource forecasting aligned with client demand.
Company industry:
Textile & Apparel Production

Training & CRM Support Manager

October 2014 - March 2016

IIMTS

Ahmedabad, India

October 2014 - March 2016

• Led client support training for global education clients, increasing
first-contact resolution rates by 20%.
• Designed feedback loops and quality benchmarks for service
enhancement.
Company industry:
Primary, Prep, & Secondary School

Education

Som-Lalit Institute of Business Management

January 2006

January 2006

Master's degree, Marketing

India

L.M. College of Pharmacy

January 2002

January 2002

Bachelor's degree, Pharmacy

India

Skills

CUSTOMER SERVICE

Expert

CUSTOMER RELATIONSHIP MANAGEMENT

Expert

EMPLOYEE SATISFACTION

Expert

BUSINESS PROCESS IMPROVEMENT

Expert

CROSS FUNCTIONAL COLLABORATION

Expert

CUSTOMER ENGAGEMENT

Expert

ESCALATION MANAGEMENT

Expert

ANALYTICS

Expert

CUSTOMER SUCCESS MANAGEMENT

Expert

STAKEHOLDER COMMUNICATIONS

Expert

Languages

English

Expert

Hindi

Expert

Gujarati

Expert