Divya Cukkemane Subramanya Email & Phone Number

Toronto, Ontario, Canada

✅ Managing a team of client success managers responsible for handling all customer issues with respect to shipments, inventory and payments▶️ Spearheading resolution of customer issues that need escalation with other teams such as warehouse, inbounding, technology. Also drive understanding of root cause and work with peers to improve processes to prevent repeats.▶️ Continuously evaluating the definition of the client success manager role working with key stakeholders such as sales… Show more ✅ Managing a team of client success managers responsible for handling all customer issues with respect to shipments, inventory and payments▶️ Spearheading resolution of customer issues that need escalation with other teams such as warehouse, inbounding, technology. Also drive understanding of root cause and work with peers to improve processes to prevent repeats.▶️ Continuously evaluating the definition of the client success manager role working with key stakeholders such as sales, warehouse, technology teams to streamline the end customer and sales experience while also driving improved engagement from the CSMs.▶️ Ongoing monitoring and reporting of team performance leveraging key KPIs to identify and address individual performance issues as well as over-arching gaps that need to be addressed through process changes / training / revision of roles and responsibilities▶️ Optimized workflow and costs through evaluation, selection and migration to a new platform (Hiver) for customer support Show less

Toronto, Canada Area

✅ Responsible for managing day-to-day operations for the entire e-commerce portfolio ▶️ Handled logistics for global supply chain and shipping to end customers (from locations within Canada and China)▶️ Managed customer service team of ~35 employees across 2 global sites (Canada and Philippines) working on queries from more than 250 websites▶️ Managed warehouse and shipping teams to meet daily requirements on delivery (prioritization of orders based on complexity, volume, wait time,… Show more ✅ Responsible for managing day-to-day operations for the entire e-commerce portfolio ▶️ Handled logistics for global supply chain and shipping to end customers (from locations within Canada and China)▶️ Managed customer service team of ~35 employees across 2 global sites (Canada and Philippines) working on queries from more than 250 websites▶️ Managed warehouse and shipping teams to meet daily requirements on delivery (prioritization of orders based on complexity, volume, wait time, product availability, etc.)▶️ Led procurement and negotiations on pricing for multiple products to optimize margin and meet delivery requirements (quality, timing, cost)▶️ Acquired Govt. of Ontario funding for co-op programs and managing e2e recruitment process and worked with universities to get funding approval on a case by case basis ▶️ Responsible for negotiating rates and agreements with various vendors for global shipments delivering savings of ~15% YoY (DHL, UPS) ✅ Defined processes / led process improvement and set in place governance necessary to minimize costs within the business▶️ Setup process to validate invoices received from multiple global vendors for accuracy against multiple shipments. Was the final sign-off on all such invoice payments up to $1M monthly▶️ Defined and executed in-house process to move shipments between warehousese in Canada and the US including the preparation of customs documents▶️ Worked with global teams to define the process to address chargebacks requests from payment providers and minimize penalties ✅ Led interlock between various cross-functional teams (marketing, finance, procurement, shipping, customer service) to deliver on strategic initiatives such as marketng campaigns, events, hero products per season, etc. 🔹 Traveled to Manila(Philippines) to optimize operations of the call centre. 🔹 Travelled to India to help establish off-shore Marketing function in India (Hyderabad) Show less

Toronto, Canada Area

✅ Managed day-to-day operational activities for the logistics business ▶️ Managed up to 10,000 vendor and customer orders daily for packaging and shipping within the defined service levels with partners▶️ Managed multiple vendor relations for selection of product portfolios. Responsible for prioritizing orders and updating status while coordinating with vendors to resolve issues▶️ Resolved customer issues identifying root cause and coordinated with suppliers, shippers and customers… Show more ✅ Managed day-to-day operational activities for the logistics business ▶️ Managed up to 10,000 vendor and customer orders daily for packaging and shipping within the defined service levels with partners▶️ Managed multiple vendor relations for selection of product portfolios. Responsible for prioritizing orders and updating status while coordinating with vendors to resolve issues▶️ Resolved customer issues identifying root cause and coordinated with suppliers, shippers and customers to drive satisfaction ▶️ Managed contract employees account for the packaging team and coordinated with employment agencies to ensure resource availability▶️ Managed and defined process for customer service campaigns in Canada▶️ Championed automation within the order processing steps to reduce manual errors and improve throughput (use of macros, cloud based sharing, inventory tracking lists)▶️ Monitored and coached customer care team to resolve issues within 2 emails minimizing customer effort▶️ Tracked sales and shipments on an on-going basis to identify top selling products allowing better inventory management reducing "out-of-stock" delays and minimizing order backlog and resulting customer escalations🔹 Tools used - Shipstation, Shopify Show less

Toronto, Canada Area

▶️ Promoted Bark for Life and relay for life events at various venues and activly involved in fundrasing for the event for Canadian Cancer Society▶️ Marketed event through various channels by organizing and participating in programs for the event,communications▶️ Brainstorming for promotional activities and recruitment of participants for the fundraising event.

Bengaluru Area, India

▶️ Built and analyzed customer satisfaction metrics to drive increased engagement of the customer through 8 initiatives▶️ Managed the Business Engineering Process group responsible for identifying process gaps and providing solutions ▶️ Defined and tracked implementation of 6 new processes for adoption across the department over a 18 month period▶️ Deployed agile methodologies and defined the associated process within the organization over a 6 month time-frame▶️ Certified… Show more ▶️ Built and analyzed customer satisfaction metrics to drive increased engagement of the customer through 8 initiatives▶️ Managed the Business Engineering Process group responsible for identifying process gaps and providing solutions ▶️ Defined and tracked implementation of 6 new processes for adoption across the department over a 18 month period▶️ Deployed agile methodologies and defined the associated process within the organization over a 6 month time-frame▶️ Certified Project Management Professional in Huawei Technologies Pvt. Ltd (July 2011) Worked on projects with more than 50 components and involved in release certification for all the components▶️ Conducted more than 100 training and created training material for new comers and project team members on company defined processes , Agile methodologies.▶️ Certified more than 100 releases for various components and products released across the organization for various projects▶️ Collated metrics data for more than 20 projects handled in the course 3 years in the organization and derived inferences to provide suggestions for improvement through effective processes🔹 Member of the organizing committee for conducting in excess of 20 workshops at the department and organizational level 🔹 Organized and conducted the Quarterly Innovation Workshop for the business unit for 3 consecutive years.🔹 Familiar with concepts of agile practices like Pair Programming, Scrum, Retrospection, Iterations and others. Show less

Bengaluru Area, India

▶️ Ensured process compliance and adherence to change management processes as per the Quality Management System through roughly 50 audits and assessments over a 3 year period▶️ Identified risks and areas for improvement within the projects based on tracking of project metrics (schedule slippage, productivity and defects to name a few)▶️ Guided project managers in alignment with the PMO as well as following of project management process defined within the organization through training… Show more ▶️ Ensured process compliance and adherence to change management processes as per the Quality Management System through roughly 50 audits and assessments over a 3 year period▶️ Identified risks and areas for improvement within the projects based on tracking of project metrics (schedule slippage, productivity and defects to name a few)▶️ Guided project managers in alignment with the PMO as well as following of project management process defined within the organization through training, negotiations and discussions within approximately 15 projects many of which ran concurrently.▶️ Conducted various training programs at the organizational level for new recruits concerning the process and the quality system in the organization▶️ Worked closely with various customers on streamlining processes and improving communication for various projects Show less

Bengaluru Area, India

▶️ Identified internal staffing requirements within project teams and coordinated with stakeholders to facilitate the selection, interview and on-boarding process for over 15 successful hires in a span of 12 months▶️ Managed relationship with up to 5 hiring agencies and external sources in hiring the right candidates.▶️ Coordinated recruitment activities at the organizational level to match applicants to desired requirements in various fields of technologies like OpenGL, Image… Show more ▶️ Identified internal staffing requirements within project teams and coordinated with stakeholders to facilitate the selection, interview and on-boarding process for over 15 successful hires in a span of 12 months▶️ Managed relationship with up to 5 hiring agencies and external sources in hiring the right candidates.▶️ Coordinated recruitment activities at the organizational level to match applicants to desired requirements in various fields of technologies like OpenGL, Image processing, Quality, etc. Show less

Certification, Brand Management

Course focused on - 1) Prioritizing business decisions to maximize brand value 2) Balancing acquisition and retention to optimize customer.

B.E, Electronics & Communication

Level A1, Level A2, German Language