Divya Jain
Analyst
Pune
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
1
1
Certification
6
6
Languages
Work History
Tech Support Analyst
ADP India Pvt. Ltd.
Pune
06.2018 - Current
- For small business services in US, handling emails, chats, calls and tickets to ensure query is resolved and provide adequate admin/tech support for in-house software and hardware devices related to Time Keeping and Payroll. Along with that, also undertook various Projects and Stretch assignments as outlined below:
- As Product Champion, performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Created and managed project plans, timelines and budgets.
- Educated staff on process and provided coaching.
- Devised and implemented processes and procedures to streamline operations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Provided reporting for forecast analysis.
Senior Process Associate
TCS
Pune
02.2016 - 10.2017
- Acted as financial consultant for financial planners and advisors for AMP Australia Bank
- Met month-end reporting objectives and deadlines and Supervised team of process associates.
- Performed quality assurance checks.
- Identified modifications to processes and procedures.
- Participated in special projects to increase productivity.
- Developed standard operating procedures and document workflows.
SME
SterlingBackCheck
Mumbai
11.2013 - 11.2015
- Conducted background checks for International clients
- Acting Team Coach and on paper SME for team of 23 FTE
- Designed and prepared technical reports, studies, and related documentation.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders.
- Collaborated with management to identify and prioritize new development concepts.
- Monitored, Coached and tracked user progress to identify improvement opportunities
Process Executive
Infosys
Pune
09.2012 - 11.2013
- Chats with US client base for Staples Project, was offered US internship during tenure with Infosys
- Inputted and submitted client information to facilitate speedy processing of paperwork and investigated basic issues and escalated complicated concerns.
- Evaluated ongoing processes for possible enhancements and beneficial changes to best practices.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Senior Associate
WIPRO
Pune
05.2011 - 08.2012
- Handled emails and chats with business partners in British Telecom process, maintaining internet connections and billing.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Served as keyholder, overseeing business opening, and closing operations.
Product Entry Specialist
QUAISAR MEDISOFT PVT. LTD
Udaipur
09.2010 - 05.2011
- Market research for medical products, price studies and product specialization.
- Organized, sorted, and checked input data against original documents.
Education
Graduation - Commerce
Mohan Lal Sukhadia University
Udaipur, Rajasthan 01.2007 - 12.2009
High School 12th - Commerce
Dsilva High School
Udaipur 01.2005 - 12.2006
10th - undefined
R.B.S.E
Undergone V&A Training Program - Voice And Accent
Infosys
UdaipurSkills
Statistic analysis
Certification
Program Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Program Management
01-2023
Tech Support Analyst
ADP India Pvt. Ltd.
06.2018 - Current
Senior Process Associate
TCS
02.2016 - 10.2017
SME
SterlingBackCheck
11.2013 - 11.2015
Process Executive
Infosys
09.2012 - 11.2013
Senior Associate
WIPRO
05.2011 - 08.2012
Product Entry Specialist
QUAISAR MEDISOFT PVT. LTD
09.2010 - 05.2011
Graduation - Commerce
Mohan Lal Sukhadia University
01.2007 - 12.2009
High School 12th - Commerce
Dsilva High School
01.2005 - 12.2006
10th - undefined
R.B.S.E
Undergone V&A Training Program - Voice And Accent
Infosys
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