Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Divya M B

Bangalore

Summary

Detail-oriented and proactive recruitment operations professional with hands-on experience in end-to-end hiring coordination, candidate engagement, and voice-based customer support across global clients. Skilled in managing high-volume tasks with accuracy, stakeholder alignment, and strong communication. Proven ability to deliver a seamless candidate and customer experience while maintaining compliance, data accuracy, and service excellence. Adaptable, collaborative, and driven to contribute to fast-paced, people-focused environments.

Overview

4
4
years of professional experience

Work History

Candidate Management Executive

Smart Working Solutions
11.2023 - Current
  • Managed and streamlined end-to-end recruitment coordination across multiple clients, ensuring timely interview scheduling, slot booking, and follow-up.
  • Conducted detailed candidate prep calls to align expectations with client requirements, improving interview success rates, and reducing candidate dropouts.
  • Acted as a liaison between delivery managers, sales teams, and internal stakeholders to ensure that recruitment efforts met client hiring targets.
  • Maintained up-to-date hiring data on Lever ATS, ensuring clean pipelines, proper tagging, and accurate reporting.
  • Generated recruitment reports, tracked candidate outcomes, and analyzed pipeline bottlenecks to support data-driven decision-making.
  • Facilitated smooth candidate engagement by ensuring timely communication, status updates, and feedback delivery throughout the hiring lifecycle.
  • Contributed to process improvement initiatives by documenting workflows, identifying efficiency gaps, and assisting with SOP development.
  • Supported workforce planning by coordinating with the sales team on current and forecasted resource needs across multiple client accounts.
  • Led weekly internal sync-ups to review recruitment progress, address blockers, and align on priority hires.
  • Ensured operational excellence by owning daily scheduling activities, prep logistics, candidate handoffs, and post-interview tracking across platforms.
  • Collaborated with new hires and onboarding teams to ensure that all documentation, compliance checks, and background verification steps were completed.

Customer Experience Agent (International Voice Support)

Alorica Pvt Ltd, Bangalore
05.2023 - 11.2023
  • Delivered voice-based customer support to U.S. banking clients, ensuring resolution of queries within SLA, and compliance frameworks.
  • Handled high-volume inbound calls while maintaining professionalism, empathy, and strong attention to detail.
  • Resolved customer concerns effectively, contributing to increased customer satisfaction and service quality scores.
  • Collaborated with internal support teams to escalate and close complex issues, ensuring smooth handoffs, and timely resolution.
  • Maintained accurate logs of interactions, enabling effective issue tracking and follow-through.
  • Demonstrated in-depth product and policy knowledge to guide customers through banking procedures, and troubleshoot account-related queries.
  • Achieved key KPIs, including first-call resolution (FCR), average handling time (AHT), and call quality metrics.
  • Provided backend support for escalated cases, ensuring timely closure, and feedback to the customer.
  • Suggested process improvements based on customer feedback and recurring issue patterns, contributing to enhanced support workflows.

Customer Support Executive

Adecco India Pvt. Ltd
Bengaluru
01.2022 - 04.2023
  • Delivered real-time support to Accenture employees across global regions, addressing COVID-19 queries related to health declarations, quarantine protocols, and emergency response procedures.
  • Assisted employees with wellness reporting, leave coordination, testing requirements, and travel restrictions, in alignment with local and organizational guidelines.
  • Served as a key member of the emergency response team, managing high-priority service requests with professionalism, empathy, and urgency.
  • Ensured consistent and accurate documentation of cases in the CRM system, supporting compliance, quality control, and timely escalation where necessary.
  • Maintained composure during crisis-related communication, contributing to high levels of employee trust and satisfaction during a sensitive global health period.
  • Liaised with HR, operations, and health compliance teams to ensure the smooth implementation of COVID-related protocols across regions.
  • Handled inbound support queries through voice and digital channels, adhering to service level agreements (SLAs), and process accuracy standards.

Assistant Manager – Customer Service

Kotak Mahindra Bank
Bengaluru
04.2021 - 11.2021
  • Handled customer queries related to credit cards and service requests via inbound channels.
  • Delivered accurate and timely resolutions while adhering to internal banking policies and service standards.
  • Promoted relevant financial products and services through informed conversations, and need-based recommendations.
  • Ensured documentation accuracy and compliance with RBI and internal banking regulations.
  • Resolved escalations with professionalism, contributing to a positive customer experience and retention.

Education

Bachelor of Business Administration -

St. Philomena's First Grade College For Women's
Hassan
05-2018

Skills

  • End-to-end recruitment and hiring workflow management
  • Candidate relationship management and experience optimization
  • Multitasking and prioritization in high-volume environments
  • Customer success metrics tracking and data analysis
  • Stakeholder engagement and cross-functional collaboration
  • Team coordination, ownership, and professional etiquette
  • Time management, task ownership, and deadline adherence
  • Adaptability in fast-paced, dynamic work settings

Languages

English
First Language
English
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
Telugu
Intermediate (B1)
B1

Timeline

Candidate Management Executive

Smart Working Solutions
11.2023 - Current

Customer Experience Agent (International Voice Support)

Alorica Pvt Ltd, Bangalore
05.2023 - 11.2023

Customer Support Executive

Adecco India Pvt. Ltd
01.2022 - 04.2023

Assistant Manager – Customer Service

Kotak Mahindra Bank
04.2021 - 11.2021

Bachelor of Business Administration -

St. Philomena's First Grade College For Women's

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Divya M B