Divya Nagesh

• Managed global BPM operations, leading geographically distributed teams to achieve service, quality, and compliance objectives.

• Oversaw compliance and data integrity programs, proactively resolving process and data quality issues while maintaining regulatory adherence.

• Drove process simplification and transformation initiatives by collaborating with cross-functional stakeholders to implement scalable operational improvements.

• Utilized data analysis and performance metrics to optimize resource allocation, improve productivity, and support strategic planning.

• Mentored leaders and team members, fostering a culture of accountability, continuous improvement, and high performance across global teams.

• Led a team supporting the Enablement Code function, responsible for creating customer access codes and enabling credit report access across U.S. and Canadian markets.

• Successfully managed the migration of Credentialing and Onboarding processes, ensuring smooth transition, knowledge transfer, and operational continuity.

• Developed team capabilities through cross-training initiatives, improving workforce flexibility, productivity, and service delivery.

• Created operational reports and dashboards to support periodic re-credentialing activities, compliance monitoring, and business decision-making.

• Identified and implemented process improvement initiatives that enhanced efficiency, reduced manual effort, and improved customer experience.

• Led the Risk and Control team, conducting first line of defense quality analysis for Consumer, Commercial, and Canada accounts, ensuring adherence to QA practices and improvement of quality levels.
• Designed and implemented error-minimization strategies. Ensured team compliance with quality standards and methodologies.
• Ran daily reports to track new, pended, and completed volumes, assisting operations through processing stages.
• Assisted management with daily, weekly, and monthly progress reporting.
• Communicated and collaborated with peers and team members, driving issue resolution and accountability. Coordinated and executed daily production plans, completing tasks ahead of TAT.

• Provided comprehensive support in account services, transaction processing, and issue resolution for US customers via live chat.
• Conducted training sessions for new hires and ongoing refresher courses for peers on updated procedures and policies. Trained team members on handling disputes and fraud operations, assisting customers with both fraud and non-fraud claims.
• Trained team members on handling disputes and fraud operations, assisting customers with both fraud and non-fraud claims.
• Assisted senior leadership in gathering and analyzing MIS data for performance evaluation.
• Researched and resolved service-related issues, ensuring compliance with regulations and quality standards while demonstrating strong presentation, interpersonal, and problem-solving skills.
• Identified and developed process improvements, providing guidance on best practices and executing action plans.

• Resolved customer concerns, identified needs, recommended solutions, and guided users through features for credit cards and retail/small business accounts via live chat for North American customers.
• Assisted customers with payments and transfers, including ACH, wire transfers, global transfers, and addressed credit/debit card and check-related issues, as well as disputes and fraud concerns.
• Demonstrated exceptional product knowledge, achieving high customer satisfaction.
• Monitored customer complaints, identified process enhancement ideas, and presented them for improved customer experience.
• Communicated updates and new processes to team members to ensure they were well-informed and better able to assist clients.
• Mentored new hires on products and services, providing ideas and suggestions for process improvement.