Divya Niket Verma
Gurugram
Summary
Customer Success and Operations professional with 6+ years of experience in helpdesk management, ticket triage, SLA tracking, and escalation management across fintech, HR services, and customer operations environments. Skilled in monitoring support queues, prioritizing and routing incidents and service requests, coordinating with technical teams, and maintaining SLA compliance through Salesforce and JIRA ticketing systems. Strong track record in stakeholder communication, root cause analysis, operational reporting, SOP documentation, and process improvement, with proven ability to reduce recurring issues and drive customer satisfaction (CSAT) and NPS outcomes.
Overview
2
2
years of post-secondary education
7
7
years of professional experience
Work History
Advanced Support Specialist
Advanced Support Specialist
07.2024 - Current
- Manage 30–40 high-priority customer escalations daily involving crypto, stock trading, payments, and transfers, ensuring timely triage and resolution.
- Own end-to-end ticket lifecycle in Salesforce — logging, categorizing, prioritizing, and routing incidents and service requests to the appropriate teams.
- Maintain SLA compliance on complex cases by tracking ticket aging, escalating at-risk items, and coordinating with cross-functional stakeholders to prevent breaches.
- Partner with internal operations and technical teams to drive timely resolutions and keep customers informed with proactive status updates.
- Conduct root cause analysis on recurring issues and recommend process improvements to reduce repeat tickets.
- Analyze customer feedback and case trends to identify service gaps, contributing to higher CSAT and NPS scores.
Benefits Support Partner
Benefits Support Partner (UK)
09.2023 - 07.2024
- Acted as first point of contact for 2,000+ employees across the UK, Ireland, South Africa, Nigeria, Mauritius, and Kenya, handling benefits and account inquiries via ticketing systems and Salesforce.
- Triaged and resolved service requests and escalations within SLA. Coordinating with stakeholders to close gaps in documentation before case closure.
- Conducted trend analysis on recurring employee issues and partnered with stakeholders to improve process and service quality.
- Prepared weekly and monthly operational reports and maintained documentation to support operational reviews and audits.
- Created SOPs and job aids that improved consistency and turnaround time across the support team.
HR Assistant
Amazon Development Centre India Pvt. Ltd
Bhopal
05.2022 - 08.2023
- Analyzed employee benefits data to identify trends and support operational and business decisions.
- Maintained SOPs, FAQs, and knowledge articles; supported account setup, benefits enrollment, and issue resolution.
Customer Service Associate
Amazon Development Centre India Pvt. Ltd
08.2019 - 05.2022
- Managed 70+ daily customer interactions via calls, chats, and emails, effectively resolving escalated issues and maintaining high CSAT scores.
- Acted as Subject Matter Expert (SME) supporting onboarding and training of new hires; collaborated with operational teams to streamline workflows.
- Facilitated onboarding and training of new hires as Subject Matter Expert (SME), collaborating with operational teams to enhance workflow efficiency.
Education
MBA - Human Resources
Sarvepalli Radhakrishnan University
Bhopal 04.2023 - 04.2025
Bachelor of Commerce -
Sarvepalli Radha Krishnan University
BhopalSkills
- Helpdesk & Ticket Management
- Incident & Service Request Handling
- SLA Tracking & Compliance
- Escalation Management
- Stakeholder Communication
- Salesforce CRM
- JIRA
- Root Cause Analysis
- Process Improvement
- SOP & Knowledge Documentation
- Operational Reporting & Analytics
- Customer Satisfaction (CSAT/NPS)
- Cross-Functional Collaboration
Tools And Additional Skills
Salesforce CRM, JIRA, Slack, Kronos, PeopleSoft, English, Hindi, Bengali, Nepali
Timeline
Advanced Support Specialist
Advanced Support Specialist
07.2024 - Current
Benefits Support Partner
Benefits Support Partner (UK)
09.2023 - 07.2024
MBA - Human Resources
Sarvepalli Radhakrishnan University
04.2023 - 04.2025
HR Assistant
Amazon Development Centre India Pvt. Ltd
05.2022 - 08.2023
Customer Service Associate
Amazon Development Centre India Pvt. Ltd
08.2019 - 05.2022
Bachelor of Commerce -
Sarvepalli Radha Krishnan University