Parul Godika

Managed customer retention initiatives and handled high-priority escalations, serving as a key point of contact for resolving complex customer issues.

Led customer success strategy for a global consumer-tech base, managing a team of 16+ and improving CSAT by 20%+ and retention by 25% YoY. Designed a Salesforce CRM-driven health framework and led executive QBRs to secure renewals and expansion.

Managed presales and post-sales account support for enterprise ELV and security-technology clients, increasing deal closures by 25% through competitive proposals. Implemented Salesforce and Zendesk workflows, improving customer satisfaction by 30%.

Owned customer retention and service delivery for global B2B and B2C accounts, improving retention by 20% through proactive, SLA-driven account management. Built training programs and analyzed performance data to drive process improvements.

Led a cross-functional customer operations team over 12 years, increasing team NPS from 58% to 86% through coaching and process improvements. Managed customer lifecycle for global enterprise clients and directed policy and process-improvement initiatives.

Reduced average call handling time by 15% through efficient call control and knowledge base usage. Served as Subject Matter Expert, mentoring new hires and resolving escalated multi-channel customer issues.

Bachelor of Science in Mathematics (Hons) from Maitreyi College, affiliated with Delhi University, completed in 1999.

Brivo Technical Certification issued in March 2025, valid until March 2028.

Effective Communication certification from Great Learning, completed in July 2023.

SaaS in Cloud Computing certification from Great Learning, completed in July 2023.

Customer Relationship Management certification from Great Learning, completed in July 2023.

Six Sigma Core Green Belt certification, completed in December 2014.