Divya Lakshmanan
Bangalore,Karnataka
Summary
Experienced Senior Manager specializing in Home Loans, skilled at strategizing and executing impactful initiatives to drive business expansion and optimize operational effectiveness. Recognized for fostering a collaborative environment that encourages the open exchange of ideas and information. Motivated by the pursuit of new professional opportunities with a growth-focused organization.
Overview
9
9
years of professional experience
Work History
Sales Manager
Credit Dharma
06.2024 - Current
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Identified new business opportunities through diligent market research and analysis, contributing to increased revenue growth.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Implemented effective communication strategies to maintain ongoing dialogue with clients, fostering long-term partnerships.
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
- Coordinated efforts between various departments such as sales, credit assessment, operations teams for smooth delivery of services to clients.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Continuously updated personal knowledge of banking regulations and compliance requirements to minimize risk exposure for both clients and the organization.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Built long-lasting client relationships through excellent customer service and consistent followups.
Senior Manager
Settlin
10.2023 - 04.2024
- Business development, customer acquisition & home loan sales
- Identifying banks & loan structure for customers & support until loan disbursement
- Team development & training for new recruits.
- Handling Home loan application & disbursement End to End
- Escalation Handling POC
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Implemented and developed operational standards, policies and procedures.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
Assistant Manager
The Fuller Life | Art of Shadi
01.2023 - 08.2023
- Client management; SPOC of ITC, Tiger Analytics and Kotak
- Event conduction, documentation, communications, payment transactions
- Client interactions & acquisition for potential weddings.
Representatives Operator
Convergys India Services Pvt. Ltd., India | FIS Global, India
03.2021 - 08.2022
- Customer interaction on banking services & accounts for JP Morgan Chase Bank
- In charge of handling customers queries & processes for Green Dot Corporation.
Customer Services Advisor
Tata Consultancy Services, India
12.2019 - 11.2020
- Customer interaction on documentation, queries & closure of credit cards for Citi Bank.
Senior Customer Service Executive
Intelenet Global Services | FIS Global, India
04.2017 - 09.2019
- Customer interaction on mortgage application, documentation & underwriting
- Customer interaction on Swift Cards for Black Hawk & JP Morgan.
Database Executive
Just Dial Limited, India
01.2016 - 04.2017
- Data verification, database update for Just Dial website.
Education
Post Graduate Diploma in Human Resources -
Welingkar Institute of Management
01.2016
Bachelors in Business Administration -
Madurai Kamraj University, Madurai
01.2016
Pre-University, Class XII -
SIES College of Arts, Science & Commerce, Mumbai
01.2010
Schooling, Class X -
R.N Gandhi High School, Mumbai
01.2008
Skills
- Strategic Planning
- Cross-Functional Communication
- Operations Management
- Cross-functional Team Coordination
- Handling Escalations
- Quick Learner
- Troubleshooting and problem resolution
- Data-driven decision-making
- Documentation And Reporting
- Operations Planning
- Motivational Skills
- Verbal and written communication
- Client Relationship Management
Accomplishments
- Settlin: Customer acquisition worth over INR 6 crores within 2 months of joining.
- Convergys India Pvt Ltd.: Top Performer in CSAT [Customer Survey] & Quality Analyst. Appreciation mails from Customers.
- Tata Consultancy Services: Top Performer in maintaining AHT. Best Performer for call handling for 6 months continuously. SME [Team Coach] in 8 months of joining.
- FIS Global: Top Performer in maintaining AHT. Highest number of calls handled intraday.
- Intelenet Global Services: New trainee assistance
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Gujarati
Bilingual or Proficient (C2)
Kannada
Elementary (A2)
Timeline
Sales Manager
Credit Dharma
06.2024 - Current
Senior Manager
Settlin
10.2023 - 04.2024
Assistant Manager
The Fuller Life | Art of Shadi
01.2023 - 08.2023
Representatives Operator
Convergys India Services Pvt. Ltd., India | FIS Global, India
03.2021 - 08.2022
Customer Services Advisor
Tata Consultancy Services, India
12.2019 - 11.2020
Senior Customer Service Executive
Intelenet Global Services | FIS Global, India
04.2017 - 09.2019
Database Executive
Just Dial Limited, India
01.2016 - 04.2017
Bachelors in Business Administration -
Madurai Kamraj University, Madurai
Pre-University, Class XII -
SIES College of Arts, Science & Commerce, Mumbai
Schooling, Class X -
R.N Gandhi High School, Mumbai
Post Graduate Diploma in Human Resources -
Welingkar Institute of Management
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