Divyangna

In my current role, I provide essential support to customers and colleagues across our contact centres. I actively respond to and investigate queries while offering guidance on business processes, policies, and procedures. By developing a strong understanding of both customer and business needs, I identify opportunities to enhance efficiency and service delivery.

Key responsibilities include:

• Identifying performance barriers and coordinating improvement initiatives to boost operational efficiency
• Collaborating with operational centres to provide coaching and support, increasing team knowledge and productivity
• Maintaining detailed records of daily operations, logging incidents, and analyzing trends to inform decision-making
• Reviewing and enhancing manual or inefficient processes through automation or refinement
• Keeping customer experience at the forefront by continuously improving service standards and processes

• Helped improve operations by showing clear connection between in-house agents and business results.
• Engaging directly with prospective leads/listing agents and providing the best customer experience possible.

• Set, enforced and optimized internal ambassadors to maintain efficiency and responsiveness to demands.
• Maintained constructive client and vendor relationships.

• Managed on-time and smooth operations of tasks in the city.
• Looked after pan-India inventory management.
• Collaborated with internal teams to improve outputs to meet demand and supply requirements, ensuring inventory integrity targets for finished goods.

• Analyzed and monitored statistical data trends.
• Worked on a project "Impact of Inflation rate on currency market"