Summary
Overview
Work History
Education
Skills
PERSONAL PROFILE
Certification
Hobbies
Timeline
Hi, I’m

Divya M

Analyst/Method Engineer
Bangalore,KA
Divya M

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:

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
Divya MAnalyst/Method Engineer