Hi, I’m
Divya M
Analyst/Method Engineer
Bangalore,KA
Summary
Dedicated and results-driven professional focused on delivering exceptional customer support, optimizing workforce operations, and enhancing IT processes. Skilled in real-time analysis, process improvement, and data-driven decision-making to drive operational efficiency and business outcomes with a strong focus on process optimization and data analysis. Seeking to leverage my diverse experience in customer service, real-time operations, and IT methodologies to contribute to a dynamic organization that values continuous improvement and operational excellence. Committed to delivering high-quality support and driving performance through strategic insights and proactive problem-solving.
Overview
11
years of professional experience
2
Certifications
4
Languages
Work History
EY Global Delivery Services
Analyst/Method Engineer
06.2022 - Current
Job overview
- Collaborated within a specialized team to develop and publish method websites outlining best practices for EY service delivery. Trained in IBM Method Engineering Composer and IBM BlueWorks, leveraging these tools to build structured, user-friendly digital frameworks. Partnered with business subject matter experts to translate service methodologies into actionable content, under the direction of the Method Development Lead.
- Support method development by conducting virtual workshops, gathering source materials, and documenting business processes. Create and review method content using IBM Method Composer, ensuring quality and coherence. Design process flows using Adobe Illustrator and manage QA tickets via Dev Azure. Tools used include IBM Method Composer, Adobe Illustrator, Dev Azure, IBM Blueworks, and ARIS modeling.
- Key Responsibilities
- Communicate effectively across diverse teams and senior EY consultants in a multicultural environment.
- Ensure service delivery aligns with EY’s operational policies, Q&RM standards, and functional guidelines.
- Assist in decomposing deliverables into structured work products supporting digital enablers.
- Break down existing collateral into reusable method components.
- Adapt quickly to evolving work requirements and apply new information effectively.
- Manage multiple deliverables proactively in a fast-paced, high-pressure setting.
- Demonstrate curiosity about service solutions and raise potential risks or issues.
- Contribute to resolving roadblocks and maintaining project momentum.
- Ask critical questions to identify and address potential challenges.
Concentrix
Real-Time Analyst (Workforce Management)
06.2017 - 03.2018
Job overview
- Selected through IJP for WFM role. Monitored advisor attendance across processes, tracked cab delays and login issues, and updated planned/unplanned leaves using IEX software.
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
- Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
Concentrix
Customer Support Advisor (Apple Support)
01.2016 - 08.2017
Job overview
- Provided chat-based support to Apple technicians, resolving queries related to iPhone parts, shipping, and escalations. Managed multiple chats simultaneously while maintaining high customer satisfaction scores. Recognized with performance awards for achieving top survey ratings.
Hinduja Global Solutions
Customer Support Executive
05.2014 - 12.2015
Job overview
- Handled customer queries for Airtel broadband via calls and emails in a semi-voice process, focusing on escalated cases. Later transitioned to managing bulk intercom activation orders, coordinating with higher authorities and stakeholders through email communication.
Education
PNS Institute Of Technology
Bachelor of Engineering from Computer Science
04.2001
Skills
TECHNICAL SKILLS:
Adobe Illustrator
IBM Method Composer (MEC)
Dev Azure (QA ticket resolution)
IBM Blueworks
ARIS Modeling
IEX Workforce Management Software
Microsoft Power BI (Beginner Level and certification from Udemy)
Advanced Java course (Beginner Level)
C, C (Moderate)
SOFT SKILLS
Effective communication
Problem-solving and analytical thinking
Time management and multitasking
Team collaboration
Attention to detail
PERSONAL PROFILE
- FATHER’S NAME: MURUGAN K P
- FATHER’S OCCUPATIONS: DRIVER
- DATE OF BIRTH: 1990-10-30
- LANGUAGES KNOWN: KANNADA, ENGLISH AND TAMIL
- MARITAL STATUS: Married
- SEX: FEMALE
- NATIONALITY: INDIAN
- PERMANENT ADDRESS: #79 N S Garden J C Road, Bangalore 2
- MOBILE NO: 8123476674
Certification
Microsoft Power BI (Beginner Level) From Udemy
Hobbies
Enjoy singing during leisure time
Engaging in gym workouts for refreshment and fitness.
Passionate about playing throwball and staying active through team sports.
Enthusiastic viewer of crime thrillers, comedy films, and web series
Timeline
Microsoft Power BI (Beginner Level) From Udemy
08-2025
Analyst/Method Engineer
EY Global Delivery Services
06.2022 - Current
Advanced Java (3 months, Beginner level) from Byte Consulting
05-2022
Real-Time Analyst (Workforce Management)
Concentrix
06.2017 - 03.2018
Customer Support Advisor (Apple Support)
Concentrix
01.2016 - 08.2017
Customer Support Executive
Hinduja Global Solutions
05.2014 - 12.2015
PNS Institute Of Technology
Bachelor of Engineering from Computer Science
04.2001