Divya Rao

Experience

• 

  ADP

  Mar 2008 - Mar 2010

  Customer Service Representative

  During my two years nine months tenure at ADP, I have got the opportunity to work for different teams.> Health and Welfare> Flexible Spending Accountso As an Associate Customer Service Representative handled queries over calls related to health insurance under the guidelines og HIPAA.o Analyze customer’s complaints and recommend solutions.o Understand the company’s insurance policies and products and be able to tell whether a policy covers a type of loss or not.o Forward all filed claims to the appropriate department for handling and investigation.o Receive reports of claims and communicate reports of investigation to the clients.o Assist clients in filling of policy documents and contact them whenever any error is discovered, or when it needs to be corrected.o Record all conversations with clients with details of inquiries or complaints and action steps that were taken. Show less

• 

  IBM

  Mar 2010 - Dec 2012

  • Quality Assurance Analyst

    Mar 2010 - Dec 2012

  • Quality Analyst

    Mar 2010 - Dec 2012
• 

  IBM

  Sept 2013 - Mar 2016

  Delivery analyst
• 

  IBM

  Jun 2016 - Dec 2021

  • Support PMs to track Project Delivery framework• Collating latest updates from PM’s and making sure updated versions are available on the portal for reporting.• Taking minutes of meetings for circulation and periodic follow ups with PM’s for any action items. • Have played the role of a planner, keeping in touch with all the respective PM’s to ensure deliverables are achieved with the given time frame. This helps in identifying the positive/negative trends and forecast before hand. • Provide timely information to Project Management teams/stakeholders about the status of current PMO projects.• Effective communication across various platforms with diverse cultures and regions.• Have actively helped in maintaining program level documentation.• Have taken part in meetings to drive improvements across various projects and levels.• Manage weekly status report to keep track of the progress and report to project managers in a timely manner. • Administrative management to assist new project requests and help in allocation of PM’s. • Ensure proper channels of communication regarding the progress being managed at different levels of PMO. • Communicate changes as and when it hits any project deliverables. • Maintaining latest status quo on the central repository to make sure all the templates are current and usable. • Have been open to provide extended weekend support for any kind of adhoc requests from project managers/stakeholders. • Certifications - PM 54G, Cloud Computing & ITIL• Trainings undertaken – Cognitive Practitioner, Design Thinking Practitioner & Co-creator. Show less o Conducted weekly and monthly reviews with the trainers to support to achieve their delivarables, task and initiatives, assess contribution made by the trainerso Responsible to device career growth plans for trainerso Oversee adherence to predefined, standardized reporting templates for ease in reportingo Conducted trainer development workshops to enhance the skill of trainers o Ensure adherence to new hire schedule and sharing detailed trainer observationso Conducted monthly calibarations with the trainers and operations teams to support the flooro Responsible for client relationship managemento Conduct appraisal meetings for the VNA trainerso Responsible to drive KRA, SLA, SLO’so Take interviews for hiring Customer service representatives on communication Show less

  • Project Manager

    Jan 2019 - Dec 2021

  • Assistant Manager Training

    Jun 2016 - Jan 2019
• 

  ABSYZ Inc

  Dec 2021 - now

  Training Supervisor and Transition/Account Manager

  • Building and maintaining strong relationships with clients by regularly communicating with them, addressing their concerns• Collaborating with other teams within the company to ensure that all aspects of the client's account are managed effectively, including sales, marketing, and customer service.• Conducting regular business reviews with clients to assess satisfaction, identify areas for improvement, and provide recommendations for future growth.• Developing a deep understanding of the client's business, industry, and needs in order to provide personalized solutions that meet their specific requirements• Creating and implementing account plans that outline the client's goals, objectives, and strategies, and tracking progress towards achieving these goals.• Conducting regular business reviews with clients to assess satisfaction, identify areas for improvement, and provide recommendations for future growth.• Developed and implemented the L&D strategy for a mid-size company with 350+ employees across multiple locations.• Oversaw the development of training programs in various areas, including onboarding, leadership development, technical training, and compliance training.• Collaborated with department heads and senior leaders to understand their training needs and deliver programs that aligned with business objectives.• Conducted needs assessments and evaluations to measure the effectiveness of training programs and identify opportunities for improvement.. • Developed and delivered leadership development programs that improved the skills and capabilities of managers and leaders.• Collaborated with stakeholders to develop technical training programs that improved employee productivity and efficiency. Show less