Devesh Shrinivas

Customer-focused professional with nearly 2 years of experience in international and domestic customer support, issue resolution, escalation management, and cross-functional coordination. Experienced in managing customer-reported product and account issues, prioritizing tickets, working with Quality Assurance teams, and delivering clear solutions across email, chat, and call while meeting SLA and CSAT expectations.

Seeking Customer

Success, Client Success, or Product Support roles where I can use customer insights and product understanding to improve customer experience.

Customer Support Associate (International Process) at InTouch CX (2025-11 – Present)

Gaming project for a US-based client

• Manage customer-reported product, account, purchase, and subscription issues for the WinZone gaming process, providing clear solutions through email support.
• Investigate reported bugs and product issues, gather relevant case details, and coordinate with the Quality Assurance team to support accurate resolution.
• Monitor ticket status, prioritize urgent cases, and escalate high-priority issues to the appropriate teams to support timely resolution within SLA.
• Communicate complex policies and product-related information in a clear, customer-friendly manner while maintaining service quality and customer trust.
• Use customer interactions and issue patterns to identify recurring concerns and provide relevant information for faster case handling.

Customer Support Associate (Domestic Process) at Altruist Technology Pvt Ltd (2025-01 – 2025-10)

• Supported customers across email, chat, and call for payment-related issues, providing accurate resolutions while maintaining customer satisfaction and process compliance.
• Handled customer escalations with clear communication, timely follow-up, and a customer-focused approach to protect trust and service quality.
• Worked with the Quality Assurance team to inspect reported defects or damages before approving high-value refunds and resolving cases accurately.
• Applied company policies and process knowledge to provide consistent, compliant resolutions for customer queries.
• Managed multiple customer cases with attention to SLA requirements, prioritization, documentation, and resolution quality.

Bachelor of Business Administration (Hons.) – Lovely Professional University, Jalandhar (2021 – 2024)

Senior Secondary (CBSE) – St. Montfort School, Bhopal (2020 – 2021)