Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Divyam Bhatia

Chandigarh

Summary

Operations and People Manager with 6.9 years of experience managing large cross functional teams focusing on providing best customer experience. A quantitative decision maker with ability to drive business/operations metrics, Set long term mechanisms along with developing people. An advocate for promoting Diversity and Inclusion within and outside the team.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Operations Manager - Customer Service

Amazon
Chandigarh
01.2022 - Current
  • Established Mechanisms that enable the team to solve complex problems and deliver bar raising results.
  • Managed critical operational projects, with end to end business responsibility which impacted customer experience.
  • Ensured collaborative management environment, succeeding through regular meetings and clear formal and informal communication with members of the remote and local management teams. ·
  • Worked closely on supporting representation and equity for marginalized voices within organizational systems, assessing barriers to authentic contribution or participation .
  • Recognized for achieving the lowest employee attrition and highest quality standards at the site and marketplace

Group Manager - Customer Service

Amazon
Chandigarh
06.2019 - 12.2021
  • Managed a team of 350+ Customer Service Associates (peak) and 200+ CSAs(BAU) supporting customers from India and North America.
  • Established right team structure to respond to customer needs, business goals, and operational / developmental objectives. Ensuring team(s) are operating properly, meeting SLAs, and delivering results.
  • Collaborated with the Workflow and Capacity planning teams for smooth functioning of the operations along with optimal staffing.
  • Partnered on Projects leading to a positive customer and employee experience while ensuring deadlines are met and results are delivered.

Team Manager - Customer Service

Amazon
Pune
04.2017 - 05.2019
  • Managed a team of 20-40 Customer Service associates supporting customers from India and North America via Voice and Non Voice mediums.
  • Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees to ensure weekly/monthly targets are met.
  • Shared insights contact Audits which resulted in process and policy improvements.
  • Hiring Customer Service associates for Pune Site and extending support to the recruitment team during campus visits to conduct Group Discussions and Final interviews.
  • Coached Associates to become Subject matter experts and become mentors to other team members.
  • Recommended improvements to tools and procedures for operational excellence.

Brand Management Intern

Coca-Cola
Gurugram
04.2016 - 05.2016
  • Formulated a benchmarking comparison by calculating cost per
    contact of various on - ground activations for Thumsup brand.
  • Did an Impact analysis by floating a feedback among 1000
    participants to understand the impact of on ground activations and shared analysis with suggestions
  • Prepared and presented the brief for ThumsUp Visual Identity System to the designing agency

Education

MBA - Marketing And Operations

International Management Institute
Kolkata
03-2017

Bachelor of Commerce - Accounting And Finance

Panjab University
Chandigarh
03-2014

XII - Commerce

Satluj Public School
Panchkula
03-2011

X - General Studies

Sagar Public School
Bhopal
03-2009

Skills

  • Operations Management
  • People Management
  • Customer Experience
  • Training and Mentoring

Accomplishments

  • Felicitated with "Employee of the Year Award" in 2020 by Amazon.
  • Felicitated with "Customer Obsession Award" 7 times for delivering the best operational matrices in India.

Certification

  • Certified LAT (Leaders as teachers) facilitating multiple sessions with leadership
  • Certified to conduct Interviews for Amazon
  • Certified to Conduct New Hire Orientation for Amazon.

Timeline

Operations Manager - Customer Service

Amazon
01.2022 - Current

Group Manager - Customer Service

Amazon
06.2019 - 12.2021

Team Manager - Customer Service

Amazon
04.2017 - 05.2019

Brand Management Intern

Coca-Cola
04.2016 - 05.2016

MBA - Marketing And Operations

International Management Institute

Bachelor of Commerce - Accounting And Finance

Panjab University

XII - Commerce

Satluj Public School

X - General Studies

Sagar Public School

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Divyam Bhatia