Divya Kotikalapudi

Technical Support Specialist with over 8 years of experience in SaaS, healthcare, and e-commerce environments. Adept at diagnosing and resolving complex software and hardware issues through various communication channels, including email, chat, and phone. Expertise in utilizing CRM and ticketing systems such as Zendesk, Salesforce, and Jira, consistently delivering SLA-driven performance. Recognized for driving process improvements and proactive problem resolution, with a proven ability to quickly become a subject matter expert on new tools and systems. Committed to enhancing user experiences through the creation of clear, user-facing technical documentation that simplifies complex concepts.

• Maintained a 98% quality score in healthcare SaaS support; authored knowledge base content reducing repeat issues.
• Achieved 95%+ resolution rate at Amazon with 70+ inquiries daily and SLA-driven escalation processes.
• Reduced repeat escalations by 15% and lowered query volume by 10% through proactive support and documentation.
• Mentored new hires and improved onboarding efficiency by 20%.