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Navanitha Prasad

@navanithaprasad

Message

Dynamic Customer Success professional with expertise in escalation management.

India

Message

What I'm looking for

I am looking for a role that fosters collaboration, values customer-centric approaches, and offers opportunities for professional growth.

I am a dynamic and results-driven Customer Success and Escalation Management professional with nearly a decade of experience in driving customer satisfaction and business growth. My expertise lies in managing complex escalations, optimizing customer service processes, and fostering strong client relationships to ensure high retention and loyalty. I am adept at identifying root causes of issues and implementing effective resolution strategies, collaborating with cross-functional teams to enhance service delivery.

Throughout my career, I have demonstrated a commitment to improving operational efficiency and consistently exceeding performance targets. At Twilio, I successfully led strategic escalation management initiatives, reducing unwarranted escalations significantly and enhancing overall customer experience. My passion for delivering exceptional customer outcomes is reflected in my proactive approach to customer communication and my ability to manage high-pressure situations with professionalism.

Experience

Work history, roles, and key accomplishments

Current

Escalation Manager

Current

Twilio India Pvt. Ltd.

Dec 2020 - Jan 2024 (3 years 1 month)

As an Escalation Manager, I led strategic initiatives to optimize escalation workflows, significantly reducing unwarranted escalations. I collaborated with cross-functional teams to enhance service delivery and provided coaching to improve team performance, ensuring high customer satisfaction and compliance with quality standards.

Escalation Management Customer Satisfaction Root Cause Analysis Technical Support Process Improvement Cross Functional Collaboration Compliance Crisis Management Customer Feedback Analysis

Technical Account Manager

Twilio India Pvt. Ltd.

Dec 2020 - Jan 2024 (3 years 1 month)

In my role as a Technical Account Manager, I managed high-value enterprise clients, driving customer retention and satisfaction through proactive engagement and tailored solutions. I collaborated with internal teams to deliver innovative solutions and identified upselling opportunities, contributing to significant revenue growth.

Account Management Client Engagement Technical Support Revenue Cross Functional Collaboration Customer Advocacy Process Optimization Data Analysis Upselling

Assistant Manager

Kaseya Software

Sep 2017 - Dec 2020 (3 years 3 months)

As an Assistant Manager, I led technical support operations, ensuring SLA compliance and high customer satisfaction. I implemented process optimizations that significantly improved response times and mentored a high-performing team, contributing to operational excellence and continuous improvement.

Technical Support Escalation Management Process Optimization Team Leadership SLA Customer Satisfaction Strategic Planning Operational Excellence Mentorship

Support Engineer - Premium Client Services

GTSC Microsoft

Oct 2016 - Aug 2017 (10 months)

In my role as a Support Engineer, I managed escalations related to Azure services, ensuring swift resolution and enhancing user experiences. I analyzed customer usage patterns to recommend optimal solutions, contributing to revenue growth and customer success.

Escalation Management Optimization Revenue Technical Support Customer Success

Customer Support Engineer

CISCO Systems India Pvt. Ltd.

Jan 2014 - Aug 2016 (2 years 7 months)

As a Customer Support Engineer, I resolved escalations for WebEx services, providing technical support and training to engineers. I managed customer accounts, identified upsell opportunities, and consistently achieved high customer satisfaction ratings.