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Vertika Srivastava

Staff Software Engineer, Patreon

New York

12+ years of work experience

Patreon
Jun 20206 yrs 2 mosPresent

Majid Al Futtaim
Feb 20224 yrs 6 mosPresent

Gurugram

Supporting Carrefour UAE's online marketplace as part of the seller support and CX operations team. - Manage end-to-end seller support queries and complaint resolution via email, maintaining timely, professional communication in line with service standards - Handle both inbound and outbound interactions across the seller lifecycle — account registration, document vetting/verification, listing, and account management - Monitor and deliver on quality metrics: SLA adherence, tickets handled per day, average turnaround time (TAT), and resolution timelines - Own escalation case handling, resolving complex seller issues that frontline teams cannot close - Oversee queue and lobby management for the team, ensuring efficient workflow and optimal ticket distribution - Conduct onboarding and training sessions for new team members on processes, tools, and best practices - Perform payment reconciliation activities, ensuring accuracy and prompt resolution of discrepancies - Contribute to cross-functional projects aligned with business requirements - Tools: Zoho, Jira, CRM platforms
AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED
Sep 20201 yr 6 mosFeb 2022

India

Part of the seller escalations team (Level 3), handling complex complaints and queries from registered sellers on the Amazon marketplace. - Resolved escalated seller issues spanning account health, listings, and policy queries as a Level 3 associate — the final tier before leadership escalation - Communicated resolutions clearly and professionally via email, balancing seller experience with marketplace policy compliance - Consistently met targets for quality, SLA, and first-contact resolution (FCR)
Nava Dance Theatre
Aug 20147 yrs 11 mosJun 2022

Bharatanatyam - classical Indian dance
Credit Karma
Apr 20182 yrs 2 mosMay 2020

Startek
Dec 20181 yr 10 mosSep 2020

Gurugram

Communication specialist and customer service representative, handling customer queries and complaint resolution for enterprise clients. - Managed high-volume customer interactions with a focus on resolution quality and service standards - Built the communication and de-escalation foundation that shaped my later escalations work at Amazon
CyberMedia
Apr 20171 yr 8 mosNov 2018

Gurugram

Wore multiple hats across content writing, marketing, and operations — developing the writing clarity and cross-functional coordination skills I now use daily in CX operations.
Penny
Jan 20171 yr 3 mosMar 2018

San Francisco, CA

Penny was acquired by Credit Karma in March 2018.
Accenture
Aug 20142 yrs 5 mosDec 2016

May 20166 mosOct 2016

Gurgaon, India

Education

Bachelor’s Degree, Journalism

IMS Noida

20133 yrs2016
University of Michigan College of Engineering

Bachelor's Degree, Computer Engineering

University of Michigan College of Engineering

20104 yrs2014

Natural Sciences

Gyan Deep Sr. Sec School

200310 yrs2013

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Headline

Staff Software Engineer, Patreon

About

Good things, take time!

Location

New York

Work experience

Software Engineer at Patreon, Jun 2020 - Present · 6 yrs 2 mos

Process Specialist at Majid Al Futtaim, Feb 2022 - Present · 4 yrs 6 mos, Gurugram, Supporting Carrefour UAE's online marketplace as part of the seller support and CX operations team. - Manage end-to-end seller support queries and complaint resolution via email, maintaining timely, professional communication in line with service standards - Handle both inbound and outbound interactions across the seller lifecycle — account registration, document vetting/verification, listing, and account management - Monitor and deliver on quality metrics: SLA adherence, tickets handled per day, average turnaround time (TAT), and resolution timelines - Own escalation case handling, resolving complex seller issues that frontline teams cannot close - Oversee queue and lobby management for the team, ensuring efficient workflow and optimal ticket distribution - Conduct onboarding and training sessions for new team members on processes, tools, and best practices - Perform payment reconciliation activities, ensuring accuracy and prompt resolution of discrepancies - Contribute to cross-functional projects aligned with business requirements - Tools: Zoho, Jira, CRM platforms

Senior Executive at Amazon at AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED, Sep 2020 - Feb 2022 · 1 yr 6 mos, India, Part of the seller escalations team (Level 3), handling complex complaints and queries from registered sellers on the Amazon marketplace. - Resolved escalated seller issues spanning account health, listings, and policy queries as a Level 3 associate — the final tier before leadership escalation - Communicated resolutions clearly and professionally via email, balancing seller experience with marketplace policy compliance - Consistently met targets for quality, SLA, and first-contact resolution (FCR)

Company Dancer at Nava Dance Theatre, Aug 2014 - Jun 2022 · 7 yrs 11 mos, Bharatanatyam - classical Indian dance

Software Engineer at Credit Karma, Apr 2018 - May 2020 · 2 yrs 2 mos

Senior advisor at Startek, Dec 2018 - Sep 2020 · 1 yr 10 mos, Gurugram, Communication specialist and customer service representative, handling customer queries and complaint resolution for enterprise clients. - Managed high-volume customer interactions with a focus on resolution quality and service standards - Built the communication and de-escalation foundation that shaped my later escalations work at Amazon

CYBER MEDIA at CyberMedia, Apr 2017 - Nov 2018 · 1 yr 8 mos, Gurugram, Wore multiple hats across content writing, marketing, and operations — developing the writing clarity and cross-functional coordination skills I now use daily in CX operations.

Software Engineer at Penny, Jan 2017 - Mar 2018 · 1 yr 3 mos, San Francisco, CA, Penny was acquired by Credit Karma in March 2018.

Frontend Developer at Accenture, Aug 2014 - Dec 2016 · 2 yrs 5 mos

Content Writer at CyberAstro, May 2016 - Oct 2016 · 6 mos, Gurgaon, India

Education

Bachelor’s Degree, Journalism, IMS Noida

Bachelor's Degree, Computer Engineering, University of Michigan College of Engineering

Natural Sciences, Gyan Deep Sr. Sec School