Summary
Overview
Work History
Education
Skills
Timeline
Generic

Divya Manoj

Summary

Program management professional with proven track record in leading cross-functional teams and driving project success. Skilled in strategic planning, risk management, and resource allocation. Known for adaptability, problem-solving, and fostering collaboration to achieve results. Proficient in optimizing processes and aligning initiatives with organizational objectives.

Overview

21
21
years of professional experience

Work History

Program Manager_ Key Accounts

DHL LogisticsvPvt Ltd
05.2011 - Current
  • Build strategic level relationship.
  • Manage and enhance customer engagement through service development initiatives.
  • Manage and own customer budget.
  • Deep selling.
  • Structured Customer Reviews and ensure achievement of customer specific KPIs and service agreement.
  • Identify areas of improvement. Establish strong relationships with key stakeholders, both internal and external ensuring problem solving / new program initiatives.
  • Developed strategic plans, setting clear objectives and achievable milestones for the account.
  • Managed cross-functional teams for successful project completion within deadlines and budgets.
  • Customer Improvment Programs : Facilitate workshops and conduct one-on-one training to educate team members.
  • Conduct comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
  • Reduce cost leakage.
  • Control Accounts Recievable, DSO.

Team Leader Customer Service

DHL Logistics Pvt Ltd
05.2011 - 12.2012

Led team of customer service representatives to achieve key performance indicators.

Managed escalations efficiently, resolving issues promptly.

Conducted review meetings with customers to enhance service quality.

Facilitated team reviews to promote continuous improvement and accountability.

Oversaw stakeholder management to ensure alignment with business objectives.

Customer Service Representative

DHL Logistics Pvt Ltd
11.2004 - 12.2007
  • Build strategic level relationship.
  • Manage and enhance customer engagement through service development initiatives.
  • Manage and own customer budget.
  • Deep selling.
  • Structured Customer Reviews and ensure achievement of customer specific KPIs and service agreement.
  • Identify areas of improvement. Establish strong relationships with key stakeholders, both internal and external ensuring problem solving / new program initiatives.
  • Developed strategic plans, setting clear objectives and achievable milestones for the account.
  • Managed cross-functional teams for successful project completion within deadlines and budgets.
  • Customer Improvment Programs : Facilitate workshops and conduct one-on-one training to educate team members.
  • Conduct comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
  • Reduce cost leakage.
  • Control Accounts Recievable, DSO.

Team Lead Control Tower

DHL Logistics Pvt Ltd
01.2008 - 04.2011

Managed end-to-end visibility for customers across multiple business units, including freight forwarding, customs clearance and warehousing and distribution .

Identified gaps to address bottlenecks and communicated findings to respective business units.

Analyse Freight forwarding and warehousing / distribution processes to ensure efficient operations by identifying bottlenecks.

Collaborated with various business units to enhance service delivery for customers.

Education

Master of Commerce - Business Accountancy

Calcutta University
Calcutta
04.2000

Skills

  • Problem-solving and analysis
  • Project management and coordination
  • Strategic planning and execution
  • Process improvement and optimization
  • Training and development initiatives
  • Interpersonal communication skills
  • Operations management strategies
  • Customer service excellence
  • Relationship building and management
  • Stakeholder engagement and reviews
  • Change management processes

Timeline

Program Manager_ Key Accounts

DHL LogisticsvPvt Ltd
05.2011 - Current

Team Leader Customer Service

DHL Logistics Pvt Ltd
05.2011 - 12.2012

Team Lead Control Tower

DHL Logistics Pvt Ltd
01.2008 - 04.2011

Customer Service Representative

DHL Logistics Pvt Ltd
11.2004 - 12.2007

Master of Commerce - Business Accountancy

Calcutta University
Divya Manoj