Open to opportunities

Shivani Palvai

@shivanipalvai

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Detail-oriented Customer Success Administrator with a passion for improvement.

United Kingdom

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What I'm looking for

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

I am a detail-oriented and proactive Customer Success Administrator with over 2 years of experience in supporting customer engagement, retention, and operational processes. My journey in customer service has equipped me with a proven track record in CRM management, client communication, and administrative support. I am passionate about improving the customer journey and streamlining support workflows in a collaborative team environment.

In my recent role as a Customer Service Assistant at TFL, I provided day-to-day customer support through various channels, improving customer satisfaction scores by 18%. My experience at Genpact as a Customer Success Administrator allowed me to act as a liaison between customers and internal teams, manage CRM data, and generate insightful reports for senior leadership. I thrive in environments where I can contribute to enhancing customer experiences and operational efficiencies.

Experience

Work history, roles, and key accomplishments

Customer Service Assistant

TFL

Apr 2023 - Jan 2025 (1 year 9 months)

Provided day-to-day customer support via email, phone, and live chat. Improved customer satisfaction scores by 18% through consistent support and follow-up.

Customer Support Email Communication Live Chat Customer Satisfaction Problem Solving

Customer Success Administrator

Genpact

May 2022 - Jul 2022 (2 months)

Acted as a liaison between customers and internal teams to ensure timely responses and resolution of customer issues. Managed CRM data entry and maintained up-to-date records of client interactions and feedback.

CRM Management Client Communication Data Entry Customer Onboarding Reporting

Intern

Vodafone Business

Jan 2021 - Aug 2021 (7 months)

Handled high-volume telephone calls to address and resolve customer queries. Collaborated with management and team members on end-to-end project needs, organising materials, facilitating communication and proofreading work.

Customer Service Team Collaboration

Education

Degrees, certifications, and relevant coursework

University of Hertfordshire

Master of Science, Advance computer science

Activities and societies: Member of the Student Union

Pursued advanced studies in computer science, focusing on complex computational theories and practical applications. Engaged in student union activities, contributing to the university community.

Annie Beasant Womens Degree College

Bachelor of Computer Science, Computer Science

Completed a Bachelor's degree in Computer Science, gaining foundational knowledge in programming, algorithms, and data structures. Developed core skills essential for a career in technology.