Devika Saini

Background

About Devika Saini

I turn complex customer challenges into clear, empathetic solutions. With 4+ years of voice and chat experience across premium global accounts, I specialize in resolving high-stakes queries, disputes, and escalations while delivering measurable improvements in CSAT, FCR, and SLA. At K&M, I managed service delivery for premium customers, resolving billing and service queries across multiple channels. Handling monthly escalations, I consistently improved SLA performance, reduced repeat contacts, and maintained high CSAT and FCR levels. Alongside frontline work, I coached and trained 15+ agents on premium etiquette and compliance, contributing to stronger team quality scores. I’ve also driven measurable business impact - from reducing turnaround times and streamlining escalation flows, to enabling a 28% increase in renewals and adoptions through value-driven conversations. Earlier, I supported national-scale rollouts with the Ministry of Education’s DIKSHA app, reducing resolution time from 5 days to under 48 hours and designing SOPs adopted across multiple states. At Pathways (IB), I built trusted relationships between parents, students, and faculty through personalized, high-touch support. For me, customer service isn’t just a role - it’s a responsibility. Every conversation is an opportunity to solve a problem, build trust, and leave the customer feeling more confident than before.