Divyan Jabas
Chennai
Summary
To perform to my best ability in all personal and professional activities and get involved with the company environment in a very responsible and honest way.
Overview
14
14
years of professional experience
Work History
Senior Team Leader
Concentrix Technologies
Chennai
06.2023 - Current
- Collaborated with other departments to ensure smooth operations of the team.
- Analyzed operational data to identify areas requiring improvement or optimization.
- Identified opportunities for process improvements to increase efficiency and effectiveness.
Team Manager
Skill-Lync (Ed-Tech)
06.2022 - Current
- Managing the Customer Experience team in ensuring that learners are ready for graduations and corporate placements.
- Daily operations include ticket processing and grievance-retention in accordance with the defined KRAs.
- Forecasting, reporting team metrics for reviews and implementing improvement plans.
- Process delivery according to SLAs with stakeholder and cross functional management.
- Monitored and analyzed business performance to identify areas of improvement.
- Recruited, interviewed and hired employees and implemented mentoring program.
- Data assigning, maintaining dashboards & reports, analysis of metrics, quality control are primary roles.
- Business projections for MBR, QBR and YBR for the respective process.
Team Leader
Hexaware Technologies
05.2021 - 04.2022
- Handled a team of 20 executives in International voice process.
- Motivating the team to achieve high standards and achieve KRA targets.
- Managed wide variety of customer service and administrative tasks to resolve customer issues Quickly and efficiently.
- Managing day to day execution including Schedule Adherence, Productivity and utilization, ensure that the productivity metrics are achieved through constant supervision.
- Responsible for team performance, handling Escalations, team motivation, performance reviews, attrition and shrinkage management.
- Manage all customer inquiries through phone calls and ensure appropriate assistance in compliance with company policies and procedures.
- Manage all customer issues and resolve all complaints effectively.
Team Leader
TECHMAHINDRA Pvt LTD
09.2019 - 03.2021
- Handled a team of 25 agents also trained them as Flipkart voice was pilot project in TechMahindra.
- Controlling the shrinkage and retaining the employees.
- Responsible to obtain the optimum performances of the team.
- Manage process adherence, break and schedule adherence.
- Team metrics was achieved on consistent basis.
- Responsible to drive high performance from the team by continuously motivating and developing team’s skill.
- In charge of team’s customer satisfaction scores and all other metrics on a daily and monthly basis.
- Roster & schedule management.
- Client management.
Senior Customer Support Executive / Social Media Analyst
GROUPON SHARED SERVICES
05.2016 - 07.2019
- Build a close and functional relationship with all end-users to ensure effective communication and support for the business needs.
- Design, deliver, and maintain training and support materials for front line customer service.
- Directly answer customers’ queries to understand customer’s needs.
- Handle customer complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
Technical Support Engineer
Iopex Technologies
03.2014 - 02.2016
- More than 1 year of experience in Technical Support/Advanced OS, Mobile App’s Troubleshooting and Client Servicing with chat, email and remote support.
- Skillful at troubleshooting, configuring Windows OS, using remote assistance tools to assist customer and solving virus and technical related issues.
- Capable in remote support & installing and configuring operating systems, application software, anti-viruses & hardware, etc.
- Hands-on experience in using Remote Assistance tools, Chat & Email to assist the customer to fix technical and virus issues.
Benefit Operational Administrator (BOA)
Aon Hewitt
11.2012 - 12.2013
- Worked on HR outsourcing projects in areas of Health & Welfare (HW) and Defined Contributions (DC) and Defined Benefits (DB).
- Experience in using Main Frame tools and have knowledge in SQL.
- Experience in Report Generation using data manipulation procedures.
- Involved in writing and updating the Standard Operating Procedures (SOP) for reviews.
- Have worked on Annual Enrollment Process.
- Got Benefits Wizard and Benefits Camp Awards.
Customer Support Executive
Sutherland Global Services
08.2011 - 10.2012
- Worked in Sutherland Global services as Customer Support Executive for the Amazon Kindle process and served as a Custom Service Representative for a period of 1 year.
- Worked in the Kindle Customer Support Pilot Batch and achieved Best In Class consistently.
- In turn was chosen as a Senior Customer Service for the first ever teams formed for Kindle Customer Support in Sutherland Global Services.
- Have nurtured new fresh talents to perform better as a Customer service representative.
Education
Diploma - Information Technology
B.Tech - Information Technology
Skills
- Problem solving
- Team Player
- Planning and organizing
- Deep Dive
- Bias for Action
- Ownership, Invent and Simplify
- Customer Obsession
- Process improvement
- Team management
- Performance metrics
- Customer experience
- Employee training
- Forecasting
- Quality control
Disclaimer
I do hereby declare that the particulars of information and facts stated above are true to the best of my knowledge and belief.
Academic Skills
- Diploma in Information Technology
- B.Tech in Information Technology
Personal Information
- Age: 33
- Father's Name: C. Thilagar
- Date of Birth: 05/31/89
- Gender: Male
- Marital Status: Married
Languages
English
Proficient
C2
Tamil
Proficient
C2
Timeline
Senior Team Leader
Concentrix Technologies
06.2023 - Current
Team Manager
Skill-Lync (Ed-Tech)
06.2022 - Current
Team Leader
Hexaware Technologies
05.2021 - 04.2022
Team Leader
TECHMAHINDRA Pvt LTD
09.2019 - 03.2021
Senior Customer Support Executive / Social Media Analyst
GROUPON SHARED SERVICES
05.2016 - 07.2019
Technical Support Engineer
Iopex Technologies
03.2014 - 02.2016
Benefit Operational Administrator (BOA)
Aon Hewitt
11.2012 - 12.2013
Customer Support Executive
Sutherland Global Services
08.2011 - 10.2012