Shruti Verma
Operations & Customer Experience Leader
Lucknow
Summary
Operations and Customer Experience leader with 11+ years of experience across Coinbase and Amazon, driving large-scale support operations, customer experience transformation, and strategic business initiatives. Expertise in operations leadership, program management, process optimization, AI-enabled automation, and stakeholder collaboration. Proven track record of leading high-performing teams, improving CSAT/FCR, delivering multimillion-dollar cost savings, and building scalable operational frameworks.
Overview
12
12
years of professional experience
Work History
Associate Manager, Customer Support Operations
Coinbase India Services Private Limited
Hyderabad
08.2024 - 05.2026
- Operations Leader
- Built and scaled multi-channel customer support operations across Email, Chat, and Phone support channels, ensuring seamless customer journeys.
- Managed support operations for high-net-worth, premium, and high-profile customers while handling high-impact escalations and service recovery cases.
- Owned CSAT, Resolution Rate, and FCR metrics, driving initiatives to improve customer satisfaction and operational efficiency.
- Conducted weekly, monthly, and quarterly business reviews to improve operational visibility and performance accountability.
Associate Manager, Compliance Operations (Enhanced Due Diligence)
Coinbase India Services Private Limited
Hyderabad
03.2022 - 07.2024
- Managed managers, team leads, and specialists performing AML/KYC and EDD/CDD reviews for high-risk retail customers.
- Partnered with Compliance stakeholders on onboarding risk assessments, governance controls, and regulatory compliance initiatives.
- Led vendor monitoring and performance tracking against SLAs and KPIs while identifying operational gaps and improvement opportunities.
- Supported governance, policy alignment, and process optimization initiatives within compliance operations.
- Led hiring, onboarding, and performance management programs for analysts and specialists.
Manager – Relay Operations Centre
Amazon Development Centre India Pvt. Ltd.
Hyderabad
09.2020 - 02.2022
- Led shift operations ensuring on-time freight pick-up and delivery.
- Managed staffing, scheduling, and operational performance improvements.
- Drove process improvements focused on transportation efficiency and service quality.
Manager – Catalog
Amazon Development Centre India Pvt. Ltd.
04.2020 - 08.2020
- Led catalog operations for shoes and apparel marketplaces.
- Implemented quality improvement frameworks that enhanced catalog accuracy and reduced returns.
Team Manager – Shipping & Delivery Support
Amazon Development Centre India Pvt. Ltd.
12.2017 - 03.2020
- Managed 50+ associates across five regions while ensuring SLA compliance and operational excellence.
- Led global process launches for Canada and Australia operations.
- Improved operational efficiency through workflow optimization and performance management.
Team Lead
Amazon Development Centre India Pvt. Ltd.
02.2017 - 11.2017
- Led teams of 35–40 associates, conducted performance reviews, and improved SOP quality.
- Supported operational governance and quality initiatives.
Transportation Operations Specialist
Amazon Development Centre India Pvt. Ltd.
12.2015 - 01.2017
- Resolved transportation escalations and improved delivery operations.
- Supported process improvement initiatives focused on operational efficiency.
Associate
Amazon Development Centre India Pvt. Ltd.
07.2014 - 11.2015
- Handled global customer queries and supported continuous process improvement initiatives.
Education
MBA - HR & Marketing
St Joseph Pg College
Hyderabad, India01-2014
Bachelor’s - Electronic Commerce
Osmania University
Hyderabad, India01-2012
Skills
- Operations Leadership
- Customer Experience Management
- Program & Project Management
- Process Optimization
- AI & Automation Enablement
- SLA / KPI Management
- Stakeholder Management
- Vendor Performance Management
- Compliance Operations
Websites
AWARDS & RECOGNITION
Extra Mile Award (2024), Best Manager Award (2021, 2018), Outstanding Manager Award (2019), Functional Expert Award (2019), Champion Award – Customer Experience (Amazon), Winner of “Transfer Blitz” event conducted by HYD ACES for transfer reduction
Operations & Customer Experience Leader
Operations and Customer Experience leader with 11+ years of experience across Coinbase and Amazon, driving large-scale support operations, customer experience transformation, and strategic business initiatives. Expertise in operations leadership, program management, process optimization, AI-enabled automation, and stakeholder collaboration. Proven track record of leading high-performing teams, improving CSAT/FCR, delivering multimillion-dollar cost savings, and building scalable operational frameworks.
Timeline
Associate Manager, Customer Support Operations
Coinbase India Services Private Limited
08.2024 - 05.2026
Associate Manager, Compliance Operations (Enhanced Due Diligence)
Coinbase India Services Private Limited
03.2022 - 07.2024
Manager – Relay Operations Centre
Amazon Development Centre India Pvt. Ltd.
09.2020 - 02.2022
Manager – Catalog
Amazon Development Centre India Pvt. Ltd.
04.2020 - 08.2020
Team Manager – Shipping & Delivery Support
Amazon Development Centre India Pvt. Ltd.
12.2017 - 03.2020
Team Lead
Amazon Development Centre India Pvt. Ltd.
02.2017 - 11.2017
Transportation Operations Specialist
Amazon Development Centre India Pvt. Ltd.
12.2015 - 01.2017
Associate
Amazon Development Centre India Pvt. Ltd.
07.2014 - 11.2015
MBA - HR & Marketing
St Joseph Pg College
Bachelor’s - Electronic Commerce
Osmania University