DC
Message

Divya Chaudhary

Seeking leadership assignments in Operations and Customer Relationship Management / Client servicing / Quality Assurance and Training Services. I aspire to be an asset for the Organization by contributing to its growth and profitability.

Key Skills

People Management
Team Leading
Training, Coaching & Mentoring
Driving Results
Leading and enabling change
Developing self and others
Building effective partnership
Customer Relationship Management

Professional Experience

May 2018
Present
Group Manager
Encore Capital Group Gurugram, IN
  •  Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence. 
  • Acting as an escalation gate to resolve critical issues of the team members. 
  • Skills in conducting various technical training sessions for enhancing the performance and quality of service. 
  • Possess excellent interpersonal, communication and organizational skills with proven abilities in Quality Assurance, Training & Development and Customer Relationship Management. 




Sep 2017
Jun 2018
Team lead
Convergys India Services Pvt Ltd Gurugram, IN
 • Adherence to targets/ goals for the process – setting and maintaining targets for the batches in operations.  
• Coordinating integration with support functions viz. Quality, Training, Technology, and Compliance & HR. 
• Providing Cross Training to Process Associates to handle High Volume Situations and reduce Idle Time. 
• Managing the Agent variation Management for Bottom quartile and showing an improvement trend in their performance by dint of rigorous trainings and assessments. 
Mar 2016
Oct 2017
Team lead
Wipro Delhi, IN
 
• Taking care of OJT(On job training) batches on the Shop floor and ensuring adherence to the PMI parameters keeping in view the through put targets and unmatched performance. 
 
• Ensuring least attrition (Voluntary/in Voluntary) by dint of applicability and clarity, setting right expectations of the batches and making the sessions more practical and interactive 
 
• Managing the New Hire orientation and Profiling for the process; Strategy Planning and Transitioning of the Nascent Resources to the Shop Floor. 
Apr 2015
Mar 2016
Subject Matter Expert
Wipro Delhi, IN
 
• As a SPOC Of team -Managing Team functions viz. manpower planning, recruitment, performance appraisal, pay allowances, transport issues, roster planning, incentive calculations, reward and recognition practices. 
• Keeping an eagle eye on the probable attritions and planning retention with the help of EAG Spoc. 
• Leading, mentoring & monitoring the performance of the Training Team for the adherence to the training guidelines and MAP. 
• Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members. 
Feb 2014
Apr 2015
Associate
Wipro Delhi, IN
  • Taking inbound calls and resolving technical queries for the customers.
  • Responsible for adhering to compliance
  • Maintaining the important KPI's of the process
  • Generating sales post call resolution and giving effective briefing

Education

Dec 2010
Jan 2014
MCA in S.S. Jain Subodh College, Jaipur
Rajasthan Technical University
Dec 2008
Jan 2011
BCA in Om Kothari Institute of management and technology
Kota Open University
Mar 2007
Apr 2008
XII in St. Joseph's Senior Secondary School
CBSE
Mar 2005
Apr 2006
X in Sophia Senior Secondary School
CBSE

Certifications

2020
Manager Development Program
Harsh Israni
2021
FDCA Certification
FDCPA
2017
Q101 Quality Management Certified
Internal
2016
RMAC and COBC certified
Internal

Achievements

2021
Impact Award Winner
Awarded with impact award three times in three years tenure at Encore, given to employees creating business impact

2020
Compliance Champion
Quality score always above 98% in the entire tenure
Highest Cash Performance
Excelled in generating revenue and getting the maximum percentage to goal 

Languages

English
(Fluent)
Hindi
(Native)

Get in touch with Divya