Aishwarya Devoor

Customer Support and Operations professional with 2+ years of experience in SaaS environments, supporting global customers through issue resolution, service operations, stakeholder management, and process improvement. Proven ability to maintain high SLA adherence, analyze operational trends, manage escalations, and collaborate with cross-functional teams to improve customer experience and business performance.

Salesforce Certified

Administrator with strong expertise in CRM operations, reporting, customer engagement, and service excellence.

Customer Success Manager — Learner Success at Simplilearn Solutions Pvt. Ltd. (2024-05 – 2026-05)

• Managed support operations for 1,000+ active learner accounts, ensuring high service standards and customer satisfaction.
• Maintained 96%+ SLA compliance across calls, chats, and email support channels.
• Resolved complex customer issues and high-priority escalations while ensuring timely communication and resolution.
• Conducted Root Cause Analysis (RCA) on recurring customer concerns, contributing to a 15% reduction in complaints.
• Maintained 99% data accuracy in Salesforce CRM through detailed case documentation and customer record management.
• Monitored customer interaction trends and service metrics to identify improvement opportunities.
• Supported account-related, payment, and service inquiries while ensuring adherence to organizational policies and procedures.
• Collaborated with Operations, Product, and Support teams to improve service delivery and customer outcomes.
• Prepared reports and maintained customer records to support operational reviews and performance tracking.
• Trained and mentored 35+ new team members on customer support processes and service standards.

Bachelor of Computer Applications in BCA – Rani Channamma University (2022)