Swathi S Naik
Technical Customer Service Manager
Bangalore,KA
Summary
Technical Support Leader with 9+ years of experience managing global support teams across enterprise SaaS and cloud environments. Proven ability to drive customer success through escalation leadership, operational excellence, and cross-functional collaboration with Product, Engineering, Sales, and Customer Success teams. Known for improving service performance with a 25% reduction in escalation lag and an 18% increase in CSAT. Hands-on people manager who builds scalable support operations, develops high-performing engineers, and champions a customer-first culture. Experienced user of Salesforce Service Cloud and actively deepening platform expertise to transition into Salesforce product-focused support leadership.
Overview
9
9
years of professional experience
3
3
Certifications
Work History
Technical Customer Service Manager
Amazon Web Services
01.2020 - 01.2025
- Led a team of 15 Technical Support Engineers (team leadership) supporting enterprise and mid-market customers, consistently meeting CSAT, SLA, and resolution targets.
- Served as senior escalation point (escalation management) for high-impact customer issues, partnering with Product and Engineering (cross-functional collaboration) for timely resolution.
- Built performance programs (talent development) that resulted in multiple internal promotions and improved retention.
- Implemented workflow audits and queue optimization (workflow management) that improved SLA adherence and reduced resolution time.
- Led automation initiatives for billing, service limits, and activation workflows, cutting handling time by 50% and improving efficiency by 40%.
- Delivered regular business reporting using Tableau and QuickSight.
- Utilized Salesforce Service Cloud (Salesforce Platform) and NICE (support tools) for escalations and performance tracking.
- Conducted structured performance reviews (1-on-1s, WBRs, MBRs, QBRs) to assess team builder performance, provide actionable feedback, and align individual goals with site and global objectives.
- Collaborated with leadership to define team goals that supported Global Support objectives, ensuring strategic alignment across weekly and monthly targets while adapting to evolving business needs and customer demands.
Technical Customer Support Specialist
Amazon Web Services
01.2018 - 01.2019
- Led onboarding and implementation support to accelerate time-to-value.
- Owned complex escalations and aligned stakeholders (stakeholder management) on resolution strategies.
- Recognized as Global Process Trainer and SME for international cohorts.
- Mentored junior engineers contributing to internal promotions.
Data Service Analyst
Intuit QuickBooks (Convergys)
01.2016 - 01.2018
- Resolved complex customer data corruption using SQL and backend tools.
- Used Salesforce and Remedy for case tracking and customer communication.
Education
Bachelor of Computer Applications -
M. S. Ramaiah College
BangaloreSkills
Customer service
Complaint resolution
Customer relationship management (CRM)
Problem-solving
Training and mentoring
Talent development
Certification
AWS Certified Cloud Practitioner
Key Strategic Initiatives
- Account Self-Reinstatement Automation
- Led Account Self-Reinstatement automation reducing manual workload by 90% and saving ~$1.5M annually.
- Workflow Automation Implementation
- Implemented workflow automation reducing handling time by 50% and manual errors significantly.
Timeline
Technical Customer Service Manager
Amazon Web Services
01.2020 - 01.2025
Technical Customer Support Specialist
Amazon Web Services
01.2018 - 01.2019
Data Service Analyst
Intuit QuickBooks (Convergys)
01.2016 - 01.2018
Bachelor of Computer Applications -
M. S. Ramaiah College