Divya B

Experience

• 

  ENLUME TECHNOLOGIES PRIVATE LIMITED

  Jan 2009 - Jan 2010

  Engineer Intern

  Mobile applications

• 

  EBSCO Information Services

  Dec 2013 - now

  . Lead a team, who works on different platforms like eBooks, Flipster, LearningExpress. Conducted worked case Evaluations of the team. Assessments and feedback shared on regular basis for betterment of the team. Coordinated training for technical representatives to work on International Call Support Service. Functioned as a primary point of escalation for technical support representatives in need of case assistance and for products , such as: LearningExpress, Flipster, EBSCOHost products . Worked on platforms like Salesforce, Netsuite CRM, Adobe digital, OpenAthens, SOFT tool. Completed the Leadership Development Program with Customer Satisfaction Management Team Show less • Handled an above average number of cases• Received perfect case management scores (5/5)• Requested directly by Sales and customers for assistance• Participated in the new hire training program doing content analysis and as a trainer• Advocated on behalf of the clients for issues, enhancements, and defects.• Deliver a high quality customer experience for all customers by communicating in a friendly, professional manner using language the appropriate for the customers’ varying levels of technical expertise• Ensure all customer communication and activities are documented appropriately• Follow up with customers as necessary to ensure their issues have been resolved to the customers’ satisfaction• Prioritize tasks in a fast-paced environment• Understand all EBSCO products and systems used to support the products Show less

  • Assistant Manager

    May 2022 - now

  • Technical Support Team Lead

    Oct 2016 - Apr 2022

  • Technical Support Representative

    Dec 2013 - Sept 2016