Divya Goswami
Faridabad
Summary
Results-driven Customer Experience & Service Delivery Leader with over 18 years of progressive experience in people management, quality assurance, financial analysis, and operational leadership across diverse sectors. Demonstrated success in driving KPIs, leading cross-functional teams, and executing scalable process improvements to enhance customer satisfaction, operational efficiency, and cost optimization. Certified in Lean Six Sigma and experienced in leading digital transformation initiatives, including automation, platform integrations, and data-driven decision-making to streamline operations, improve ROI, and elevate customer experiences.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Associate Director - Customer Experience and Process Excellence
Junglee Games
05.2022 - Current
- Managing 120+ associates across inbound and outbound verticals for one of India’s top real-money gaming platforms
- Defined and executed end-to-end CX strategy, aligning support operations with product roadmaps and business goals
- Improved CSAT, AHT, and first-contact resolution through structured KPI frameworks, RCA-based interventions, and real-time performance tracking
- Spearheaded Salesforce, Haptik, and AI-driven automation to streamline workflows, reduce manual dependencies, and elevate response accuracy
- Partnered cross-functionally with Product, Engineering, and Design teams to feed customer insights into UX enhancements and bug resolution cycles
- Developed and implemented SMART goal frameworks, monthly performance trackers, and leadership development programs to build internal capabilities and reduce external hiring dependencies
- Leveraged AI-powered speech analytics and quality assurance dashboards to enable targeted coaching and improve QA scores.
- Launched process improvement initiatives including SOP standardization, knowledge base enhancements, and AI-enabled ticket deflection strategies
- Reduced repeat customer contacts through deep-dive RCA reviews and proactive, AI-supported resolution mechanisms
- Led seasonal strategy planning for high-traffic events (e.g., IPL, festive tournaments) through cross-training and dynamic resource allocation
- Drove revenue growth by leading targeted outbound calling campaigns, engaging players with personalized offers and promotions to boost in-game purchases and user retention.
Service Delivery Manager
Better.com
08.2021 - 05.2022
- Managed 120+ associates supporting US real estate agents
- Supported business growth by building scalable governance frameworks to enhance service quality and delivery across real estate operations
- Conducted financial analysis to optimize resource allocation and support data-driven decision-making for operational efficiency
- Led the successful implementation of Slack automation, reducing communication delays and streamlining offer request workflows
- Partnered with Quality and Compliance teams to improve accuracy and consistency in transaction coordination processes
- Rolled out a Transactional Quality Monitoring system, applying Six Sigma principles to define optimal sampling and quality benchmarks
- Designed hiring, onboarding, and OJT frameworks to build capability
- Focused on operational efficiency, resulting in improved agent productivity and enhanced customer experience in real estate transactions.
Manager - Customer Experience
Junglee Games
06.2019 - 07.2021
- Enabled 24/7 customer support through strategic, data-driven staffing optimization aligned with peak demand and business priorities
- Led implementation of Salesforce, Haptik, and Ozonetel platforms to streamline multi-channel support, automate workflows, and elevate customer engagement across inbound and outbound operations.
- Reduced volumes by implementing competitive benchmarking, leveraging customer insights, and partnering with product teams to influence app redesign and self-service strategies
- Orchestrated digital transformation initiatives that optimized user feedback collection, enabling data-driven improvements in support processes and product features
- Delivered process improvements that reduced average handling time and boosted CSAT scores through enhanced coaching and real-time analytics dashboards
Deputy Manager - Sales & Customer Retention
PolicyBazaar
07.2018 - 03.2019
- Managed a 100-member customer service team specializing in term insurance, ensuring timely and accurate policy issuance
- Enhanced policy issuance efficiency and accuracy by streamlining workflows and implementing process improvements
- Designed and launched incentive-driven rewards and recognition programs to boost team motivation, productivity, and customer satisfaction
Assistant Manager - US Benefits Operations
UnitedHealth Group
10.2016 - 11.2017
- Supervised provider data management operations, maintaining 100% quality compliance to ensure accuracy and regulatory adherence
- Led employee engagement and training initiatives, fostering a high-performance culture and enhancing team capabilities
- Recognized for leadership excellence with multiple awards, including 'Best Manager - 2017'
Team Leader - US Medical Coding
Eli Research
04.2015 - 10.2016
- Managed a 50-member team with a 36% revenue increase and significant C-SAT improvements
- Created knowledge-sharing SOPs and trained the Philippines support team.
Team Lead - US Benefits Process
ADP Pvt. Ltd.
07.2007 - 12.2014
- Led a 45-member team for FSA customer inquiries.
- Improved C-SAT from 82% to 85% and quality from 92% to 95%
- Initiated the Help Tool (knowledge base), conducted appraisals and innovation campaigns.
Education
Bachelor of Science - Medical Microbiology
HNB Garhwal University
Dehradun01.2005
Senior Secondary (12th) -
DPS Faridabad
Faridabad01.2002
Secondary (10th) -
St. Joseph's Convent School
01.2000
Skills
- Customer experience management
- Service delivery operations
- Financial analysis and cost optimization
- People leadership and mentoring
- Process improvement
- Cross-functional team coordination
- KPI and SLA management
- Workforce and performance management
- Quality assurance and compliance
- Client and stakeholder engagement
- Digital transformation initiatives
- Salesforce proficiency
- Haptik expertise
- Avaya knowledge
- NICE familiarity
- Microsoft Office suite
Certification
- Lean Six Sigma Certification - KPMG
- Business Analytics & Decision Making - IIM Kozhikode
- Post Graduate Program in Digital Transformation - Purdue University & KPMG
Hobbies and Interests
Painting & Sketching
Timeline
Associate Director - Customer Experience and Process Excellence
Junglee Games
05.2022 - Current
Service Delivery Manager
Better.com
08.2021 - 05.2022
Manager - Customer Experience
Junglee Games
06.2019 - 07.2021
Deputy Manager - Sales & Customer Retention
PolicyBazaar
07.2018 - 03.2019
Assistant Manager - US Benefits Operations
UnitedHealth Group
10.2016 - 11.2017
Team Leader - US Medical Coding
Eli Research
04.2015 - 10.2016
Team Lead - US Benefits Process
ADP Pvt. Ltd.
07.2007 - 12.2014
Bachelor of Science - Medical Microbiology
HNB Garhwal University
Senior Secondary (12th) -
DPS Faridabad
Secondary (10th) -
St. Joseph's Convent School