Divya Marwah

Talent Acquisition Manager

New Delhi, Delhi, India18 yrs 7 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven leadership in managing diverse teams.
Expertise in customer service and client relations.
Strong background in employee development and training.

Stackforce AI infers this person is a Customer Service and Operations Management expert in B2B environments.

Contact

divya.marwah565@gmail.com LinkedIn

Skills

Core Skills

LeadershipTeam ManagementEmployee Learning & DevelopmentBusiness-to-business (b2b)Customer Service ManagementCoaching & MentoringCustomer Service

Other Skills

Relationship BuildingTeam MotivationOnline SupportOffice AdministrationCompliance RegulationsOnboardingInbound MarketingRecruitingSoft SkillsE-CommerceRetailProject CoordinationTroubleshootingAuditingCommunication

Experience

18 yrs 7 mos

Total Experience

6 yrs 6 mos

Average Tenure

11 yrs 4 mos

Current Experience

Convergys india services pvt ltd

4 roles

Career Break

Jan 2025 – Present · 1 yr 4 mos

Assistant Manager

Mar 2022 – Apr 2026 · 4 yrs 1 mo

Managing a team of 18 invoice analysts as a part of global account management service to troubleshoot day-to-day transactions. Managing Service Level Agreements with clients and handling client escalations as appropriate. Responsible for all aspects of team performance such as: recruiting, onboarding, coaching, performance management and rewards. Responsible for keeping senior management appraised of team results & performance.

Relationship BuildingTeam MotivationOnline SupportOffice AdministrationCompliance RegulationsOnboarding+36

Assistant Manager

Promoted

Mar 2022 – Dec 2024 · 2 yrs 9 mos

Employee Learning & DevelopmentBusiness-to-Business (B2B)

Customer Service Subject Matter Expert

Jan 2015 – Mar 2022 · 7 yrs 2 mos

Provided e-mail and chat support to Amazon.com sellers. Responsible for monitoring client contacts and routing them to appropriate agents for prompt resolution. Provided agent performance analysis data to leadership team. Ensure that internal policies, procedures and compliance regulations were followed correctly and helped identify any gaps to be mitigated via training.

Relationship BuildingOnline SupportCompliance RegulationsCoaching & MentoringTroubleshootingCommunication+1

Concentrix daksh services india private limited

Senior Subject Matter Expert

Jan 2015 – Jan 2022 · 7 yrs · Gurugram, Haryana, India · On-site

Responsible for monitoring contacts
Sharing kPI scores with the team on regular basis.
Responsible for providing feedback to associates.
Participatingin internal calibrations.
Ensuring internal policies,procedures & compliance regulations are being followed.
To handle Escalations.
To manage the associates productivity tracker for the team.

Ibm global process services

Senior Analyst

Sep 2010 – Dec 2014 · 4 yrs 3 mos · Gurgaon unitech cyber park · On-site

Worked for inbound voice process

Coaching & Mentoring

Ibm global process services

Senior Practitioner

Oct 2007 – Dec 2014 · 7 yrs 2 mos

Provided customer services via phone to users of a large Telecom company in U.K in the areas of telephone & television services. Responsible for providing prompt, accurate and courteous customer service for inbound and outbound calls leading success as measured by 'resolution on first call'. Provided responses consistent with all client requirements within the quality parameters agreed upon.

Ibm global process

Associate

Sep 2007 – Sep 2010 · 3 yrs · Gurugram, Haryana, India · On-site

I was responsible for taking contacts from UK telecom provider.
Handled Dispute related calls
Handled escalation calls
Mentoring new team Members
To provide excellent customer service & resolving their technical issues over the phone.
To ensure & meet all the stack parameters, primarily AHT & VOC

Soft SkillsCustomer Service