DIVYA M
Summary
Built the product support team from 0 to 1 for Swiggy Instamart Internal Inventory Management Product. Highly skilled and customer-focused professional with a strong background in technical support and product management. Seeking a challenging role as a Product Manager/ Product Operations manager to utilize my expertise in providing exceptional customer service, leading technical support teams, and driving product success. Committed to resolving customer issues effectively and enhancing the overall customer experience.
Process Excellence |Product and Ops management
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Quality Analyst
Simpl
Bangalore
08.2023 - 05.2024
- Automated Audit Form for TLs and QAs
- Developed an automated audit form using JAVAscript in google app script for Team Leaders (TLs) and Quality Assurance (QAs) teams, introducing parameter weightage and a comments column for improved feedback processes
- Enhanced efficiency and transparency in feedback by enabling agents to access quality scores and feedback instantly via automated emails
- Creation of Calibration Forms
- Collaborated with cross-functional teams to create calibration forms for various departments, including Paylater, ED, SM, Tachyon, and Fraud Ops
- Ensured consistency in evaluation and adherence to quality standards across different teams
- Implementation of Dispute Form
- Introduced a dispute management mechanism within the audit process, allowing team leads to document comments when disputes arose
- Improved accountability and performance tracking by centralizing the dispute handling process
- Weekly Calibrations
- Actively participated in weekly calibration sessions to align Learning and Development (L&D) with Operations (Ops) teams
- Contributed to maintaining consistency and quality in evaluations
- Quality Sessions
- Led quality sessions to collectively address common errors and challenges faced by the team, resulting in significant performance improvements
- Improved Customer Satisfaction (CSAT)
- Spearheaded an initiative to enhance Customer Satisfaction (CSAT) in the ED team by sending separate survey feedback to customers and sharing canned responses with agents
- Demonstrated a commitment to providing an exceptional customer experience
- Reporting and analysis
- Proficient in using quality management tools, data analysis, and reporting to identify trends and areas for improvement
- Auditing
- Conducted regular audits and quality reviews to assess compliance with established processes and standards.
Assistant Manager - Product Operations
SWIGGY
Bangalore
06.2020 - 06.2023
- Built the product support team for the newly launched internal product for Instamart Inventory Management
- 2.5+ years of experience in product operations management, overseeing end-to-end product life cycle, technical support, with a focus on product support and management
- Strong understanding of product development processes, supply chain management, and cross-functional collaboration
- Proficient in project management methodologies, including Agile and Scrum, to ensure timely and successful product launches
- Expertise in developing and implementing operational strategies to improve productivity, reduce costs, and enhance customer satisfaction
- Strong understanding of product life cycles, troubleshooting methodologies, and customer support best practices
- Exceptional communication and interpersonal skills, facilitating effective communication between technical and non-technical stakeholders
- Inventory management at the pods: Building and optimizing inward flow at the dark stores along with handling audit, first expiry first out, and wastage
- Pick-pack dispatch: Efficiently managing consumer orders w.r.t
- Speed at the dark stores along with ensuring minimal defects for the consumer
- Managing the lifecycle of retail force: Onboarding, training, creating tools for easing their work, payout management, and rostering management to name a few
- Demand Planning - Prediction & Replenishment Systems: demand forecasting and purchase order qty determination for FMCG and fresh items
- Logistics - Middle-mile: Transport Management systems that optimize the movement planning between warehouses and pods
- Warehouse Management Systems (WMS): Put-away, inventory management, planogramming, packaging, picking, packing, and outwarding workflows
- Pod Management Systems - Integration with WMS, Put-away, inventory management, planogramming, picking, packing, and order handover workflows
- Team Supervision & Development: Supervise a team of Operation Specialists responsible for moderately complex transactional and operational tasks, ensuring high performance and quality standards
- Quality & Compliance: Ensure timely completion, quality, and compliance within the operation area, adhering to company policies and regulatory requirements
- Independent Project Management: Work independently on moderately complex issues and projects, providing innovative solutions and driving improvements
- Process Improvement: Identify opportunities for process improvement and risk control development, escalating issues to senior management as necessary
- Training & Coaching: Provide training, performance evaluation, and coaching to less experienced team members, fostering their professional growth and development
- Daily Operations & Decision-Making: Make daily supervisory decisions, resolve moderately complex business issues related to team supervision, work allocation, and daily operational tasks under the direction of Operations management
- Policy Interpretation: Leverage interpretation of policies, procedures, and compliance requirements to guide team operations and ensure adherence
- Collaboration & Influence: Collaborate and influence all levels of professionals, including senior managers, to achieve organizational goals and improve operational efficiency
- Resource Management: Manage the allocation of people and financial resources for Operations, ensuring optimal utilization and cost-efficiency
- Talent Development & Hiring: Mentor and guide talent development of direct reports and assist in hiring talent, ensuring the team is equipped with the necessary skills and competencies.
Lead - Quality
Swiggy
Bangalore
06.2019 - 05.2020
- 5+ years of experience in BPO quality management, with a focus on process optimization and client satisfaction
- Proven track record of implementing quality frameworks, monitoring performance metrics, and driving operational excellence
- Strong knowledge of industry best practices, quality assurance methodologies, and regulatory compliance requirements
- Expertise in conducting root cause analysis, developing corrective action plans, and implementing quality improvement strategies
- Proficient in using quality management tools, data analysis, and reporting to identify trends and areas for improvement
- Excellent leadership and team management skills, with a track record of building high-performing quality teams and fostering a culture of excellence
- Exceptional communication and interpersonal skills, facilitating effective collaboration with cross-functional teams and client stakeholders.
Customer Support Executive (Social Media)
Swiggy
Bangalore
07.2015 - 03.2017
Customer Support Representative
Concentrix Technologies Pvt Ltd
Bangalore
07.2014 - 06.2015
Education
Bachelor of Science -
Govt Science College- Undergraduate- Bangalore
01.2014
PUC, Science -
The National PU College, Bangalore
01.2011
SSLC -
Sree Vivekananda Vidya Kendra- Hoskote
01.2009
Skills
- Product lifecycle management
- Supply Chain Management
- Inventory Management
- Cross-functional collaboration
- Process optimization
- Project management
- Data analysis and reporting
- Vendor management
- Strong communication and interpersonal skills
- Problem-solving and decision-making abilities
- Attention to detail and organizational skills
- BPO Quality Management
- Process Improvement
- Root Cause Analysis
- Data Analysis and Reporting
- Regulatory Compliance
- Team Leadership and Management
- Training and Development
- Communication and Interpersonal Skills
- Audit and Evaluation
- Problem-Solving
- Chatgpt
Certification
- Six Sigma Green Belt - Udemy.com
- Product Management Training - InternShala
Personal Information
Date of Birth: 02/06/93
Timeline
Senior Quality Analyst
Simpl
08.2023 - 05.2024
Assistant Manager - Product Operations
SWIGGY
06.2020 - 06.2023
Lead - Quality
Swiggy
06.2019 - 05.2020
Customer Support Executive (Social Media)
Swiggy
07.2015 - 03.2017
Customer Support Representative
Concentrix Technologies Pvt Ltd
07.2014 - 06.2015
Bachelor of Science -
Govt Science College- Undergraduate- Bangalore
PUC, Science -
The National PU College, Bangalore
SSLC -
Sree Vivekananda Vidya Kendra- Hoskote