Open to opportunities

Divya Kotikalapudi

@divyakotikalapudi

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Empathetic customer support specialist with 8+ years resolving SaaS, e-commerce, and healthcare issues.

Germany

Message

What I'm looking for

I seek a customer-focused role where I can resolve complex issues, collaborate cross-functionally, mentor teammates, and grow in SaaS/customer success.

I am an empathetic customer support specialist with over eight years' experience across SaaS, healthcare technology, and e-commerce environments. I prioritize clear communication, patience, and attention to detail to simplify complex topics for customers.

At Clario I supported a complex SaaS healthcare platform for enterprise clients across EMEA, collaborated with product and engineering to resolve recurring issues, and helped reduce escalations by 25% while maintaining a 98% customer satisfaction score.

Earlier roles at Amazon and Serco sharpened my multi-channel support, account health monitoring, and data-validation skills, and I have practical experience mentoring teammates and improving processes to boost efficiency and reduce repeat incidents.

I recently took a career break for maternity and child care while upskilling in Salesforce/CRM tools and improving language skills to support international customer service roles. I am passionate about creating transparent, human, and helpful support experiences.

Experience

Work history, roles, and key accomplishments

Current

Career Break

Current

Self

Mar 2024 - Present (1 year 7 months)

Took maternity leave and childcare break while developing Salesforce/CRM skills and improving language abilities to support international customer service roles.

CRM Language Learning Childcare Professional Development

Technical Support Specialist

Clario

Jul 2021 - Feb 2024 (2 years 7 months)

Supported a SaaS healthcare platform for enterprise EMEA clients, resolving technical and data-integration issues and reducing escalations by 25% while maintaining a 98% customer satisfaction score.

SaaS Support Data Integration Troubleshooting Zendesk TeamViewer & Customer Success Escalation Management Cross Functional Collaboration

Business Development Manager

Jyotirmayee Foods Pvt. Ltd

Sep 2019 - Jan 2021 (1 year 4 months)

Developed and executed strategic plans to expand market share and revenue, negotiated and secured 13 long-term contracts within six months, and managed key client relationships to improve retention.

Business Development Market Research Client Relationship Management Negotiation Sales Strategy Contract Management Revenue Growth

Seller Support Associate

Amazon

Apr 2017 - Mar 2019 (1 year 11 months)

Supported e-commerce sellers across inventory, logistics, payments and order tracking, achieving a 95%+ resolution rate and proactively reducing churn risks through account health monitoring.

Account Health Monitoring Ticketing Systems SLA Management Logistics Payments

Customer Support Associate

Amazon

Jun 2016 - Apr 2017 (10 months)

Handled 80+ daily inquiries via chat, email, and phone with high first-contact resolution and served as subject matter expert and point of contact for peers.

Customer Support Live Chat Email Support Phone Support First Contact Resolutions Knowledge Sharing CRM

Analyst

Serco Global Services

Jun 2015 - Apr 2016 (10 months)

Validated e-commerce product listing data and analyzed order patterns to identify trends and reduce discrepancies, improving data accuracy for operations.

Data Validation Reporting Data Analysis E Commerce Operations Trend Analysis Quality Assurance