Divvye Gulati
Seattle,WA
Summary
Talented leader with 11+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Manager
Emonics LLC
11.2021 - Current
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Monitored budget and utilized operational resources.
- Assisted in recruiting, hiring and training of team members.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Mentored and coached team members to foster productive and engaging work environment.
- Spearheaded implementation of process improvements and cost-saving initiatives to increase value and maximize profits.
Team Lead
Wipro Ltd
02.2021 - 10.2021
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Coordinated and led internal and external site team meetings.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Coordinated new hire recruitment, training and development.
- Supervised operations of 24-hour customer service desk staffed by 45+ team members.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
Project Manager
BTC Power Inc
02.2020 - 01.2021
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Analyzed production and developed production tracking and quality control systems to detect production problems.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Accomplished targets and met demand by assessing equipment performance, reviewing materials supplies, and organizing manpower.
- Resolved issues quickly to maintain productivity goals.
- Coordinated with other departments to maintain smooth and efficient product flow.
- Achieved on-time shipments goal by empowering employees to continued success.
- Managed team of 60+ production associates, overseeing productive production processes and meeting all deadlines.
Technical Support Analyst
Advantage Solutions
01.2019 - 10.2019
- Served as technical support for clients experiencing difficulties with their software and networks, responding to requests through Jira & Zendesk ticketing system
- Managed high levels of call flow and responded to technical support needs.
- Installed, configured and maintained computer systems and network connections.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Diagnosed and troubleshot hardware, software and network issues.
Project Manager
Cognizant
07.2016 - 09.2018
- Planned, designed, and scheduled phases for large projects.
- Analyzed project performance data to identify areas of improvement.
- Maintained open communication by presenting regular updates on project status to customers.
- Led cross-functional teams to successfully complete IT projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Coordinated material procurement and required services for projects within budget requirements.
- Generated reports for IT project progress and performance.
Operations Analyst
Concentrix Daksh Solutions
06.2015 - 06.2016
- Oversaw BPO of both inbound and outbound call center operations, multiple departments while monitoring performance reports to identify areas for improvement across profitability and quality standards in addition to volume forecasting to better prepare call center employees
- Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
Contact Center Executive
Sutherland Global Services
10.2011 - 01.2015
- Managed BPO call center operations for this US mortgage company, beginning role as lead generation specialist before moving into loan processing
- Trained, hired, and supervised team of 35+, monitoring operational performance while covering emerging issues management, system audits, and process improvement programs
- Received recognition as most productive lone processor in company, managing 20+ files per month while generating a 10% increase in referrals as a direct result of dedication and customer service
- Developed training programs with a focus on customer retention, effectively increasing return clients from 15% to 35%.
- Motivated and developed employees by creating incentives to encourage employees to excel and maintain low turnover rate.
Education
MBA - Business Statistics & Data Analysis
Westcliff University
12.2020
MBA - IT & Project Management
Mumbai University
07.2017
Bachelor of Science - Computer Applications
Mumbai University
04.2014
Skills
- Project Management
- Planning and Forecasting
- Quality management
- Business Analysis
- Jira
- Salesforce
- MS Office
- Genesys
- Cross-Functional Communication
- Leadership
- Stakeholder Relations
- Continuous Improvements
- Strategic Partnership
Certification
Certified Scrum Master
Timeline
Operations Manager
Emonics LLC
11.2021 - Current
Team Lead
Wipro Ltd
02.2021 - 10.2021
Project Manager
BTC Power Inc
02.2020 - 01.2021
Technical Support Analyst
Advantage Solutions
01.2019 - 10.2019
Project Manager
Cognizant
07.2016 - 09.2018
Operations Analyst
Concentrix Daksh Solutions
06.2015 - 06.2016
Contact Center Executive
Sutherland Global Services
10.2011 - 01.2015
MBA - Business Statistics & Data Analysis
Westcliff University
MBA - IT & Project Management
Mumbai University
Bachelor of Science - Computer Applications
Mumbai University
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