Divyaa Ojha
Chicago
Summary
Dynamic management professional with extensive experience in leading high-performing teams and driving operational excellence. Proven track record of exceeding organizational goals through strategic team development and streamlined processes that enhance profitability and employee engagement. Skilled in optimizing workflows, improving efficiency, and fostering a collaborative work environment. Committed to delivering exceptional customer satisfaction while addressing complex challenges with innovative problem-solving abilities.
Overview
5
5
years of professional experience
Work History
Supervisor, Collections & Customer Care
SimplyGroup
Toronto
02.2023 - 08.2025
- Lead a team of 25 A/R collection agents (both online and offline), overseeing daily assignments, workflows, and performance to ensure team goals and KPIs are met consistently.
- Collaborate closely with the Billing team to resolve complex billing issues, contributing to a 30% reduction in billing disputes.
- Negotiate and resolve delinquent accounts, ensuring compliance with state and federal regulations, and reducing delinquency rates by 15% in the first 6 months.
- Generate and present daily and monthly performance reports to upper management, using data insights to drive decisions and optimize workflows.
- Improved overall collections by 15% within the first quarter of supervision by implementing performance-based incentives and refining collection strategies.
- Trained new employees on company policies, procedures and work ethics.
- Supervised and coordinated activities of staff to ensure compliance with established policies, procedures, and standards.
- Delegated tasks to team members according to individual strengths.
- Worked closely with upper management to develop strategies for improving operational efficiency within the department.
- Initiated creative solutions to resolve customer complaints and issues.
- Conducted employee evaluations and documented overall progress.
- Trained and mentored team members on best practices and operational procedures.
- Collaborated with cross-functional teams to address operational challenges promptly.
Account Manager
SimplyGroup
Toronto
11.2022 - 01.2023
- Managed and resolved escalated customer complaints for both secured and unsecured loans, contributing to a 20% reduction in repeat complaints.
- Identified and corrected billing discrepancies, preventing recurring issues and reducing billing errors by 30% through improved internal controls.
- Built and nurtured key client relationships, achieving a 90% client retention rate and helping to improve satisfaction scores by 15%.
- Worked cross-functionally with customer care teams to develop and implement tailored solutions, improving customer experience and reducing churn by 12%.
- Managed both offline and online client interactions, ensuring quick resolution of issues and achieving 97% customer satisfaction across channels.
- Cultivated strong client relationships through proactive communication and problem-solving.
- Resolved complex customer issues in a timely manner while maintaining positive relationships with clients.
- Maintained accurate records of all client interactions in CRM system.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
Entrepreneur / Client Manager
Maskit
Faridabad
05.2020 - 06.2022
- Established a new client base, increasing revenue by 20% year-over-year.
- Mentored a team of 15 employees, ensuring product knowledge and customer service excellence.
Education
Masters - Communication
Deakin University
02-2015
Bachelors - Philosophy
Delhi University
01-2012
Skills
- Customer Success
- Collection Management
- Team Leadership
- Client Relationship Management
- Data Analysis
- CRM Tools (Salesforce, HubSpot)
- Project Management
- Performance Management
- Budgeting
- Training and mentoring
- Decision-making
- Goal oriented
- Team building
- Strategic planning
- Complex Problem-solving
- Schedule development
- Analytical thinking
- Contract management
- Coaching and mentoring
Languages
English
Professional Working
Timeline
Supervisor, Collections & Customer Care
SimplyGroup
02.2023 - 08.2025
Account Manager
SimplyGroup
11.2022 - 01.2023
Entrepreneur / Client Manager
Maskit
05.2020 - 06.2022
Bachelors - Philosophy
Delhi University
Masters - Communication
Deakin University