Swati Dixit
@swatidixit
I build high-performing customer support operations that improve retention, resolution, and customer health.
CanadaWhat I'm looking for
At Trapeze Group, I lead Customer Care operations for municipal transit workforce-management applications, managing a 10-person team and approximately 300 tickets per month. I reduced backlog by 30% and lowered MTTR from 35 to 24 days while maintaining a 4.9 CSAT score for five consecutive years.
I partner with Sales, Finance, Renewals, and Professional Services to manage customer health, renewal risks, and maintenance revenue exceeding $12M annually. I also led stronger UAT and upgrade delivery practices, cutting upgrade timelines from 16–20 months to 8–9 months and reducing post-upgrade issues by 40%.
Previously, I built ResortSuite's Customer Care department from the ground up for 120+ hospitality properties and led global incident support at Teradata. Across 20+ years in software support, I’ve developed teams, managed escalations, and built practical processes that improve customer outcomes.
Experience
Work history, roles, and key accomplishments
Lead a team of 10 supporting multiple applications for municipal transit clients, owning support operations for 300 tickets per month. Reduced backlog by 30%, cut MTTR from 35 to 24 days, and maintained a 4.9 CSAT score for 5 consecutive years.
Customer Support Manager
ResortSuite
Nov 2017 - Oct 2021 (3 years 11 months)
Built and led a Customer Care department from the ground up, managing a team of 10+ support analysts for 120+ hospitality properties. Implemented core support processes, reduced MTTR to 2 weeks or less, and cut case backlog by over 20%.
Technical Support Advisor
ResortSuite
Apr 2016 - Nov 2017 (1 year 7 months)
Provided front-line technical support to hospitality clients, troubleshooting software issues and coordinating fixes with internal teams. Built product and process expertise that supported later promotion into a people-management role.
Tested web-based applications, prepared test cases and High-Level Test Plan documentation, and performed regression testing for delivery and certification cycles. Worked within an Agile SDLC, creating Business Requirements Documents and building manual and automated test cases.
Served as primary global contact for non-platform solution support issues, managing the full incident lifecycle from logging through fix delivery. Led P1 incident management and acted as customer liaison for incident updates and handovers from Professional Services to the Global Support Center.
Education
Degrees, certifications, and relevant coursework
Canadian Information Technology College
Diploma, Information Technology
Completed an IT Management Diploma.
Mumbai University
Diploma, Business Management
Earned a Diploma in Business Management.
Mumbai University
Bachelor of Commerce, Commerce
Earned a Bachelor of Commerce degree.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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