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shahista dholakia

@shahistadholakia

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I build high-performing omnichannel customer experience operations for D2C, e-commerce, and consumer brands.

India

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What I'm looking for

I'm looking to lead customer experience or customer success operations for a customer-first D2C, e-commerce, marketplace, or consumer brand, where I can improve post-purchase journeys, build high-performing teams, automate workflows, and turn customer insights into lasting operational improvements.

I've led customer experience and CRM operations for Nature Spell across the UK and USA, owning post-purchase journeys across TikTok Shop, Amazon, and website channels. I improved FRT by 32%, FCR by 18%, and escalation TAT by 27% while maintaining 95%+ SLA adherence.

Across Foxtale, Aeronutrix, Dream11, and Future Generali, I've managed omnichannel support, complex escalations, customer feedback, service recovery, and retention initiatives. I build SOPs, dashboards, knowledge bases, response frameworks, and automated workflows that improve consistency, resolution quality, and customer outcomes.

I've led teams of up to 12 people and outsourced partners, using VoC and operational data to partner with Product, Operations, Supply Chain, and Technology on root-cause resolution. Earlier in my career at Bajaj Finserv, I exceeded Pan-India sales targets by 10% and generated INR 1 Cr+ in monthly business.

Experience

Work history, roles, and key accomplishments

Customer Relationship Manager – Global

Nature Spell (Gold 22 UK Ltd)

May 2025 - Jun 2026 (1 year 1 month)

Led global customer experience and CRM operations across UK and USA markets, owning end-to-end customer journeys and omnichannel post-purchase support. Improved FRT by 32%, FCR by 18%, and escalation TAT by 27% while maintaining 95%+ SLA adherence.