Swati Shukla
Auckland,New Zealand
Summary
Accomplished Customer Experience (CX) professional and people leader with a proven track record of leading high-performing teams and driving strategic improvements across APAC, Europe, India, and now New Zealand. Skilled in stakeholder management and developing CX strategies that improve processes, boost NPS scores, and reduce costs. Experienced in managing complex projects and coordinating cross-functional teams, with a strong focus on operational efficiency and collaboration. Known for delivering innovative solutions that enhance productivity while maintaining high-quality service standards.
Overview
17
17
years of professional experience
Work History
Health Care Trainer
Skills Ignite
, Auckland
02.2025 - 05.2025
- Delivered high-quality instruction in Ignite Colleges' Healthcare program, ensuring engaging and effective learning experiences.
- Applied best facilitation practices and adhered to academic standards, delivering outcome-focused training.
- Completed Unit Standard 4098 training, demonstrating competency in learner assessment.
- Adapted to both on-site and remote training environments, ensuring accessibility and continuity.
- Collaborated with colleagues to improve teaching resources and enhance training delivery.
- Fostered an inclusive, motivational learning atmosphere, engaging diverse learners.
- Managed student records, attendance, and assessments in compliance with institutional policies.
- Provided tailored academic and pastoral support, helping students achieve learning goals.
- Integrated digital tools and innovative strategies to enhance learning accessibility and engagement.
- Contributed to curriculum development, ensuring alignment with graduate outcomes.
- Knowledgeable in the principles of the Treaty of Waitangi, promoting culturally responsive teaching.
Senior Customer Success Manager
NielsenIQ
, India
07.2022 - 05.2024
- Directed Customer Success teams in support of 120+ FMCG manufacturers across various market segments.
- Resolved escalations and complaints with empathy, ensuring timely resolutions per company policies.
- Maintained comprehensive customer records to track interactions and enhance service delivery.
- Engaged customers proactively, providing guidance to optimize experiences and maximize policy benefits.
- Collaborated cross-functionally with internal teams to streamline customer journeys for seamless service.
- Implemented process improvements that increased efficiency and reduced response times.
Customer Experience Manager
Stamford American International School
, Singapore
07.2016 - 07.2022
- Managed customer inquiries for 3,200+ families via phone, email, and live chat, ensuring efficient and solution-focused interactions
- Supported customer claims and concerns, guiding families through administrative and financial processes with clarity and empathy
- Kept accurate records of customer interactions and case resolutions within CRM systems like Salesforce and PowerSchool
- Led NPS and feedback initiatives, proactively reaching out to customers to enhance engagement and satisfaction
- Worked with internal teams, including admissions, finance, and academic administration, to improve the overall customer experience
- Developed process improvements to enhance response times and streamline customer interactions
Global Customer Support
Bloomberg LP
, Singapore
01.2013 - 12.2015
- Provided first-line customer support via phone and email, ensuring prompt and professional resolution of inquiries
- Assisted customers in navigating product claims, service issues, and policy-related concerns, following company guidelines
- Recorded and analyzed customer interactions, identifying patterns and opportunities for service improvements
- Trained new team members, ensuring a consistent, high-quality customer support experience
- Developed and implemented process improvements, enhancing customer satisfaction and operational efficiency
Secondment Trainer
JP Morgan Chase
, India
04.2008 - 05.2010
- Delivered process and soft skills training for new hires during onboarding and pre-deployment phases.
- Evaluated trainee performance, offering actionable feedback to foster improvement.
- Ensured smooth transition from training to operations through thorough assessments of readiness.
- Boosted trainee motivation and engagement by providing constructive feedback and positive reinforcement.
Education
GRADUATE DIPLOMA - PSYCHOLOGY & COUNSELLING
COLLEGE OF ALLIED EDUCATORS
Singapore06.2020
POST GRADUATE DIPLOMA - HR & Talent MANAGEMENT
SINGAPORE HUMAN RESOURCE INSTITUTE
Singapore08.2012
DIPLOMA - BUSINESS MANAGEMENT
ICFAI
India11.2009
BACHELOR'S - PSYCHOLOGY & SOCIOLOGY
UNIVERSITY OF MUMBAI
India01.2007
Skills
- Talent management and development
- Process redesign and implementation
- Performance evaluation strategies
- Change management
- Strategic planning
- Leadership and communication skills
- Community engagement initiatives
- Problem resolution techniques
- Cross-functional team leadership
- Client account management
- Project management methodologies
- Service quality enhancement
Personal Information
Visa Status: Resident Visa Holder
Languages
- English
- Spanish
- Hindi
References
References available upon request.
Engagements
- Mental Health Therapist, A Mental Health Therapist since 2020, I have provided talk therapy to individuals struggling with various mental health challenges, including stress, anxiety, grief, depression, addiction, time management, anger management, phobias, OCD, and more.
- Everglade Primary School (Manukau, Auckland NZ)
From August to November 2024, I volunteered as a counselor, providing emotional and behavioral support to students participating in the SWIS program. This role also required me to coordinate and communicate with Oranga Tamariki regarding students under their supervision. - Corporate workshops conducted mental health workshops for corporate employees, providing over 300 hours of support to individuals facing various challenges
- Yoga therapy offered yoga therapy workshops to corporate employees, leveraging my certification to promote well-being and stress reduction
- Language Tutor, Since 2010, I have been a language tutor, teaching English and Hindi to students in Singapore.
Crm Experience
- Bloomberg
- MS Dynamics
- Salesforce
- PeopleSoft
- Service Now
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkWork Location
On-SiteHybridImportant To Me
Work-life balanceCompany CultureCareer advancementWork from home optionPersonal development programsPaid sick leaveHealthcare benefitsFlexible work hoursTimeline
Health Care Trainer
Skills Ignite
02.2025 - 05.2025
Senior Customer Success Manager
NielsenIQ
07.2022 - 05.2024
Customer Experience Manager
Stamford American International School
07.2016 - 07.2022
Global Customer Support
Bloomberg LP
01.2013 - 12.2015
Secondment Trainer
JP Morgan Chase
04.2008 - 05.2010
GRADUATE DIPLOMA - PSYCHOLOGY & COUNSELLING
COLLEGE OF ALLIED EDUCATORS
POST GRADUATE DIPLOMA - HR & Talent MANAGEMENT
SINGAPORE HUMAN RESOURCE INSTITUTE
DIPLOMA - BUSINESS MANAGEMENT
ICFAI
BACHELOR'S - PSYCHOLOGY & SOCIOLOGY
UNIVERSITY OF MUMBAI
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