Divya Lakshmanan
Pune
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. I have close to a decade of professional experience in multi domain industries.
Overview
9
9
years of professional experience
8051
8051
years of post-secondary education
Work History
Business Manager
Provolt Charging Solutions
Bangalore
01.2025 - 03.2025
- Developed strategic initiatives to penetrate new markets.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Conducted market research and analysis to identify growth opportunities and competitive threats.
- Communicated client priorities, delivering presence and business objectives.
- Developed and implemented policies and procedures to improve operational efficiency.
- Processed incoming sales requests and created corresponding invoices.
- Supervised logistics operations for optimal delivery performance.
Sales Manager
Credit Dharma
06.2024 - 01.2025
- 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.
- Led sales team to develop strategic initiatives for market penetration.
- Trained and mentored junior sales staff on best practices and techniques.
- Collaborated with marketing to create promotional campaigns enhancing brand visibility.
- Implemented CRM tools for tracking sales activities and customer interactions.
- Provided technical support for customers when needed, answering questions about product features and capabilities.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Drafted SOP and procedures to follow for an excellent Customer Service and efficient sales closing
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.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Developed strategic initiatives to improve customer satisfaction and retention.
- Mentored junior staff on project management and leadership skills.
- Coordinated training programs to elevate team performance and engagement.
- Facilitated regular meetings to align team goals with company objectives.
- Ensured compliance with applicable laws, regulations, policies, and procedures across all business units.
Assistant Manager
The Fuller Life
01.2023 - 04.2023
- Client management; SPOC of ITC, Tiger Analytics and Kotak
- Event conduction, documentation, communications, payment transactions
- Client interactions & acquisition for potential weddings.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Supported team in daily operations and ensured smooth workflow.
Representatives Operator
Convergys India Services Pvt. Ltd., 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.
- Increased overall product quality through meticulous attention to detail during operation processes.
- Assisted customers with inquiries and resolved issues effectively.
- Managed customer accounts and ensured accurate information entry.
- Processed transactions using company-specific software efficiently.
- Educated customers on products and services available through the company.
- Trained new representatives on company policies and procedures thoroughly.
- Assisted co-workers during busy periods or whenever needed in order to provide excellent customer service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Answered phone calls and directed them to appropriate personnel.
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
Customer Services Advisor
Tata Consultancy Services, India
12.2019 - 11.2020
- Customer interaction on documentation, queries & closure of credit cards for Citi Bank.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Senior Customer Service Representative
FIS Global
Mumbai
04.2018 - 12.2018
- Managed customer inquiries through phone, email, and chat channels.
- Resolved complaints efficiently to enhance customer satisfaction.
- Guided team members on best practices for customer interactions.
- Consulted with customers regarding needs and addressed concerns.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Responded promptly to inquiries from customers about products or services.
- Resolved escalated customer complaints in a timely manner.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Managed incoming calls from customers while providing exceptional service.
- Educated customers about products, pricing and policies to address and resolve issues.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Monitored customer feedback surveys to identify areas of improvement.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
Senior Customer Service Executive
Intelenet Global Services
04.2017 - 04.2018
- Customer interaction on mortgage application, documentation & underwriting
- Customer interaction on Swift Cards for Black Hawk & JP Morgan.
- Addressed on average 90 inbound customer calls daily.
- Analyzed customer feedback to identify areas for improvement in services.
- Assisted in implementing new technologies to improve customer interactions.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with questions and resolution of issues to maintain high satisfaction ratings.
- Maintained up-to-date knowledge of company products and services to provide accurate information to customers.
- Contacted customers to assess needs and deliver solutions.
- Provided feedback on customer service experience in order to identify areas of improvement.
Database Executive
Just Dial Limited, India
01.2016 - 04.2017
- Data verification, database update for Just Dial website.
- Created and updated database designs and data models.
- Identified and resolved data-handling errors and hardware conflicts to maintain organizational IMS infrastructure.
- Streamlined data management workflows for increased efficiency and reduced processing time.
- Managed vendor relationships to ensure timely delivery of high-quality products and services at competitive prices.
Education
Post Graduate Diploma in Human Resources -
Welingkar Institute of Management
MumbaiBachelors in Business Administration -
Madurai Kamraj University, Madurai
MaduraiPre-University, Class XII -
SIES College of Arts, Science & Commerce, Mumbai
MumbaiSchooling, Class X -
R.N Gandhi High School, Mumbai
MumbaiSkills
- Strategic planning
- Sales management
- Customer relationship management
- Operational efficiency
- Client relationship management
- Team training
- Communication strategies
- Product knowledge
- Time management
- Problem solving
- Negotiation skills
- Team development
- Effective communication
- Client acquisition
- Team building and leadership
- Team building
- Communication skills
- Training and mentoring
- Client satisfaction focus
- Conflict resolution
- Decision making
- Cross-functional communication
- Data confidentiality
- Operations management
- Issue resolution
- Cross-functional collaboration
- Verbal and written communication
- Employee 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
Tamil
Hindi
Marathi
Gujarati
Malayalam
Kannada (Beginner)
Languages
English
First Language
Tamil
Proficient
C2
Hindi
Proficient
C2
Marathi
Proficient
C2
Malayalam
Proficient
C2
Gujarati
Proficient
C2
Spanish
Beginner
A1
Timeline
Business Manager
Provolt Charging Solutions
01.2025 - 03.2025
Sales Manager
Credit Dharma
06.2024 - 01.2025
Senior Manager
Settlin
10.2023 - 04.2024
Assistant Manager
The Fuller Life
01.2023 - 04.2023
Representatives Operator
Convergys India Services Pvt. Ltd., India
03.2021 - 08.2022
Customer Services Advisor
Tata Consultancy Services, India
12.2019 - 11.2020
Senior Customer Service Representative
FIS Global
04.2018 - 12.2018
Senior Customer Service Executive
Intelenet Global Services
04.2017 - 04.2018
Database Executive
Just Dial Limited, India
01.2016 - 04.2017
Post Graduate Diploma in Human Resources -
Welingkar Institute of Management
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