Open to opportunities

Swathi S Naik

@swathisnaik

Message

I lead SaaS and cloud support teams that automate workflows, reduce resolution time, and improve customer satisfaction.

India

Message

What I'm looking for

I'm looking to lead customer support and operations teams where I can automate high-impact workflows, coach talent, use data to improve customer outcomes, and drive cross-functional process improvement.

At Amazon Web Services, I led a 15-member customer service team supporting Basic through Enterprise accounts, reducing average case resolution time by 30% through workflow audits and cross-functional collaboration.

I've automated billing adjustments, service-limit increases, account activation, and account reinstatement workflows, cutting handling time by up to 50%, reducing manual cases by 90%, and contributing to approximately $1.5M in annual cost savings. I use operational data and tools including Tableau, QuickSight, AWS, Salesforce, and SQL to improve support outcomes.

I enjoy coaching teams, building practical process improvements, and helping customers reach reliable, timely resolutions.

Experience

Work history, roles, and key accomplishments

Technical Customer Service Manager

Amazon Web Services

Jan 2020 - Jul 2025 (5 years 6 months)

Led a 15-member team delivering customer service to Basic, Developer, Business and Enterprise accounts, cutting average case resolution time by 30% through workflow audits and cross-functional collaboration. Coached and mentored over 10 associates, achieving a 20% increase in promotion rate.