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Resume - Divya Shree

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Mobile: +91 – 9560545917
E-mail divya_sinha99@yahoo.co.in
Divya Shree
Objectives
My Profile
Core
Competencies
Experience
I am a sincere, loyal and dedicated individual who is very ambitious. I
have extensive experience in the BPO industry. I have been working
with training and Development for a long time and have extensive
experience in handling teams, sales and process training. I have also
been handling transition teams (OJT) which is part of T&D. I like to learn
and am always up to a challenge. I have completed my MBA In
International Business and am seeking a position where I can develop
and excel, while giving my best to the employer.
Executive MBA in International Business and HR from Amity University.
A Graduate in Psychology from Annamalai University.
Pursuing Post Graduation in Psychology from Annamalai University.
Was working with Quatrro as Senior sales executive and payment
specialist.
Previously served in organizations like Encore (Midland Credit
Management), WNS and Aegis.
Proven excellent sales and collection skills.
Sales, Collections and Tier 1 Technical Support
 Team Lead
 Operations (In-bound and Out-bound) in Travel, Hotels, Lifestyle
 Collections (First Party and Third Party)
 Technical support
Team Leader
Was working as a Team Leader since Nov 18 I have been working as a till
June 26th 2015 and was heading a sales team of 39 agents and taking care
of their necessities while ensuring a desirable performance from them. I have
Past Experience
also conducted their career growth plan and annual increment. I am
reporting directly to Center Head. And have been working with BLS
International Services Pvt Ltd since Nov 2014.
Work Profile
# Dedicated team of more than 39 agents in sales.
# Coaching the agents in group as well as one on one to improve their
performance.
# Analyzing team and individual statistics; preparing daily reports; ensuring
the best performance from each individual to achieve team targets while
maintain quality.
# Data as well as attendance management for the team.
# Handling troubleshooting escalations and resolving complicated issues.
# Minimizing attrition.
# Barge agents calls and provide feedback containing pointers for both sales
as well as quality.
# Conduct weekly quality sessions for the new joiners refresher training for
the one working already.
# Handling sales escalations and irate customers.
# Managing AHT, Shrinkage, and Attrition and Compliance adherence.
# Maintaining required conversion and revenue targets.
# Help agent perfect the current role and prepare for the next role.
# Built team spirit by interacting with them on personal level.
# Call monitoring and sharing feedback with the agents to improve their
sales and conversions.
# Sharing tricks to find out how the person speaking with you can afford and
whether or not it’s a potential customer.
# Help the agents while on calls to crack sale by providing them on the spot
solutions and rebuttals, sometime talking to the customer to convince them
myself.
# Conducting performance improvement plan, including coaching retraining
for under-performers to help them come up the curve.
# Keeping a constant check on ARPU, ARPC, CSAT, Repeat rate,
Conversion, AHT and Shrinkage etc. To ensure maximum productivity from
a business prospective.
1. Currently working with BLS International Pvt Ltd as Team Leader.
Handling the team of 39 agents. Handling their queries in group as
well as one on one session.
2. Was working with Quatrro as a Technical Support Sales
Representative since Nov 28th 2011 to May 27th 2014. Have trained
and mentored new joiners. Also work as payment specialist with the
firm.
3. Worked with Encore Capital Group from Dec’09 to Oct 2011.
As Process Expert dealing with accounts of the consumers and
work on a solution to clear their pending bills.
Basis performance was selected for higher Account management.
4. Worked with WNS from Jan’08 till Nov’09.
As a Travel Expert. Worked on CRM tools like Amadeus and Sabre
to work on dynamic packages. Trained, mentored and provided floor
support to new joiners.
5. Worked with Aegis from Sep’06 till Nov’07.
As an Associate and was selected as Super Collector of the process.
Professional
qualification
Web Designing (6 months) course from Aptech
Academic
qualifications
ISc. Year 1999 from BIEC
10th Year 1997 from CBSE
Hardware skills
Working knowledge of Desktops and laptops.
Have worked with Windows 95, 98, 2000 and XP
Additional
Qualication
Classical vocal FC1 group
Degree Course in Classical Vocal Singing (4th Year)
Extra Curricular
Activities
Participated in many inter school Singing competition
Received first prize in both English and Hindi Elocution
Personal Details Father’s name : Ashwini Kumar Sinha
Date of birth : 19th JULY 1980
Gender : Female
Marital Status : Single
Interests and
activities
Music, Movies, Cooking, Travelling and Reading
Languages English and Hindi
Passport
References
Available
On request

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Resume - Divya Shree

  • 1. Mobile: +91 – 9560545917 E-mail divya_sinha99@yahoo.co.in Divya Shree Objectives My Profile Core Competencies Experience I am a sincere, loyal and dedicated individual who is very ambitious. I have extensive experience in the BPO industry. I have been working with training and Development for a long time and have extensive experience in handling teams, sales and process training. I have also been handling transition teams (OJT) which is part of T&D. I like to learn and am always up to a challenge. I have completed my MBA In International Business and am seeking a position where I can develop and excel, while giving my best to the employer. Executive MBA in International Business and HR from Amity University. A Graduate in Psychology from Annamalai University. Pursuing Post Graduation in Psychology from Annamalai University. Was working with Quatrro as Senior sales executive and payment specialist. Previously served in organizations like Encore (Midland Credit Management), WNS and Aegis. Proven excellent sales and collection skills. Sales, Collections and Tier 1 Technical Support  Team Lead  Operations (In-bound and Out-bound) in Travel, Hotels, Lifestyle  Collections (First Party and Third Party)  Technical support Team Leader Was working as a Team Leader since Nov 18 I have been working as a till June 26th 2015 and was heading a sales team of 39 agents and taking care of their necessities while ensuring a desirable performance from them. I have
  • 2. Past Experience also conducted their career growth plan and annual increment. I am reporting directly to Center Head. And have been working with BLS International Services Pvt Ltd since Nov 2014. Work Profile # Dedicated team of more than 39 agents in sales. # Coaching the agents in group as well as one on one to improve their performance. # Analyzing team and individual statistics; preparing daily reports; ensuring the best performance from each individual to achieve team targets while maintain quality. # Data as well as attendance management for the team. # Handling troubleshooting escalations and resolving complicated issues. # Minimizing attrition. # Barge agents calls and provide feedback containing pointers for both sales as well as quality. # Conduct weekly quality sessions for the new joiners refresher training for the one working already. # Handling sales escalations and irate customers. # Managing AHT, Shrinkage, and Attrition and Compliance adherence. # Maintaining required conversion and revenue targets. # Help agent perfect the current role and prepare for the next role. # Built team spirit by interacting with them on personal level. # Call monitoring and sharing feedback with the agents to improve their sales and conversions. # Sharing tricks to find out how the person speaking with you can afford and whether or not it’s a potential customer. # Help the agents while on calls to crack sale by providing them on the spot solutions and rebuttals, sometime talking to the customer to convince them myself. # Conducting performance improvement plan, including coaching retraining for under-performers to help them come up the curve. # Keeping a constant check on ARPU, ARPC, CSAT, Repeat rate, Conversion, AHT and Shrinkage etc. To ensure maximum productivity from a business prospective. 1. Currently working with BLS International Pvt Ltd as Team Leader. Handling the team of 39 agents. Handling their queries in group as well as one on one session.
  • 3. 2. Was working with Quatrro as a Technical Support Sales Representative since Nov 28th 2011 to May 27th 2014. Have trained and mentored new joiners. Also work as payment specialist with the firm. 3. Worked with Encore Capital Group from Dec’09 to Oct 2011. As Process Expert dealing with accounts of the consumers and work on a solution to clear their pending bills. Basis performance was selected for higher Account management. 4. Worked with WNS from Jan’08 till Nov’09. As a Travel Expert. Worked on CRM tools like Amadeus and Sabre to work on dynamic packages. Trained, mentored and provided floor support to new joiners. 5. Worked with Aegis from Sep’06 till Nov’07. As an Associate and was selected as Super Collector of the process. Professional qualification Web Designing (6 months) course from Aptech Academic qualifications ISc. Year 1999 from BIEC 10th Year 1997 from CBSE Hardware skills Working knowledge of Desktops and laptops. Have worked with Windows 95, 98, 2000 and XP Additional Qualication Classical vocal FC1 group Degree Course in Classical Vocal Singing (4th Year) Extra Curricular Activities Participated in many inter school Singing competition Received first prize in both English and Hindi Elocution Personal Details Father’s name : Ashwini Kumar Sinha Date of birth : 19th JULY 1980 Gender : Female Marital Status : Single Interests and activities Music, Movies, Cooking, Travelling and Reading
  • 4. Languages English and Hindi Passport References Available On request