Divya Bavana Email & Phone Number

• Responsible for guiding clients via business calls, setting expectations, and understanding their marketing strategies.• Brought excellent customer service to customers by meeting standards for service delivery, especially for e-commerce and SaaS businesses.• Reviewed and restructured business operations to boost productivity and efficiency while fostering a work environment that enhances quality, efficiency, and well-being.• Reduced staff attrition by 80% by designing and executing a new onboarding and training curriculum. • Directed day-to-day operations, accomplished action plans, resolved problems, maintained quality control with feedback, and optimized the efficiency of customer support standards.• Created new processes and procedures that reduced QC time by 70% and improved positive customer feedback by 90%.• Responsible for interviewing and hiring new talent and managing process training program.

Hyderabad, Telangana, India

• Responsible for maintaining strong client relationships by being available whenever necessary. • Compiled project requirements clearly and concisely for team understanding and execution. • Provided comprehensive training to team members on unfamiliar aspects, assisting in overcoming roadblocks.• Communicate with clients via video calls regarding any feedback, delays, and resolving potential issues.• Applied quality control processes to deliverables, ensuring adherence to high-quality standards (KPIs).• Motivated, supported, and led a team of 25 members in a fast-paced environment, while developing problem-solving strategies.• Maintained regular contact with the senior management, employees, and clients to achieve smooth operations.

Spain

- Social media content creation - Images, Videos, and Captions/Content for Facebook and Instagram.- Hands-on experience managing e-commerce website with SEO Optimization - Adding kayak products and accessories to the websites (10 multilingual websites), and creating Blog posts.- Tracking orders, finding missing products and prices, and preparing annual sales reports (analytics). - YouTube Channel Organization - Creating YouTube Playlists and categorizing the videos. - Maintaining communication with worldwide distributors regarding stock availability.- Setting Email Campaigns using email marketing tools.

Visakhapatnam, Andhra Pradesh, India

FATCA and Common Reporting Standards (CRS) Analyst:• Monitor and assess the impact of tax reform/regulatory change impacting the bank. • Responsible for handling tax reporting for US and non-US legislations.• Performing tax due diligence on FATCA, CRS, and QI (Qualified Intermediary) documentation for both new accounts and existing customers. • Played an important role in the bank’s documentation renewals process, creating and filing FATCA and CRS reports for multiple countries.• Understanding and working knowledge of validating and processing IRS Forms W-9 and W-8, and related documentation according to IRS Chapter 3, chapter 61, Section 3406, and FATCA regulation.• Collect CRS information via the Self Certification Form /Account Opening Form.• Responsible for applying relevant CRS processes and procedures for our products and accounts which are in scope. KYC Analyst:• Conducting KYC - Reviewing the customer onboarding process to ensure everything is in compliance with AML rules & regulations.• Investigated the customer's source of wealth/funds by checking the transaction details.• Screening against negative news, negative facts, and sanctions using tools. • Conducting enhanced due diligence for various business lines on high-risk accounts.

Visakhapatnam, Andhra Pradesh, India

Responsibilities being a Team Leader - • Responsible for onboarding the clients and creating knowledge bases. • Take proactive steps to ensure that the team members function optimally and provide the best possible outcomes.• Maintain existing customer success metrics.• Monitoring QA/QC analytics of chats/emails, and creating weekly/monthly statistics.• Responsible for providing feedback and sharing new updates with the team.

India

• Responsible for handling customer queries through calls, live chat, and email support.• Assisting customers related to website products - presale, post-sale, technical inquiries, and general inquiries.• Built strong relationships with customers through positive attitude and attentive response.• Highly experienced in generating leads and sales, thus maximizing business.• Proficient in English with good chat etiquette and has a unique email writing style.• Able to work under pressure maintaining quick response times, delivering good quality responses, maintaining KPIs, and following SOPs.

Bachelor Of Technology - Btech, Computer Science

Bachelor Of Technology - B. Tech, Computer Science