Divy Malik

Diligent professional with a focus on driving profit maximization through client relationship management. Seeking to leverage innovative ideas and problem-solving skills in a challenging, growth-oriented organization to make a significant impact and foster continuous learning.

Executive Customer Success - Greythr - Bengaluru, India (Remote), Delhi

(2025-03)

• Managed and retained a portfolio of clients by building strong relationships, and ensuring continued use of the greythr platform.
• Drove customer adoption and engagement by conducting regular business reviews, product demonstrations, and training sessions.
• Monitored customer health, usage trends, and engagement to reduce churn, and improve customer satisfaction.
• Created upsell opportunities through the promotion of additional modules, including Payroll, Attendance Management, Leave Management, Performance Management, Employee Self-Service (ESS), and other HRMS solutions.
• Resolved customer concerns and coordinated with internal teams to ensure timely issue resolution.
• Monitored customer health and engagement metrics to identify trends, contributing to churn reduction, and enhanced customer satisfaction.
• Achieved customer retention, renewal, and up selling targets, while contributing to business growth across clients in India.

Relationship Manager - Teleperformance (ADOBE) - Gurgaon

(2024-05 - 2025-03)

• Cultivated client loyalty and satisfaction by understanding needs and providing exceptional customer service.
• Collaborated closely with clients to meet their requirements, anticipate future needs, and identify opportunities for up selling and cross-selling.
• Addressed customer needs by conducting regular surveys and feedback sessions to identify pain points, goals, and satisfaction levels.
• Segmented customers by industry, size, and location to tailor solutions and communication strategies.
• Resolved customer issues by actively listening, proposing solutions such as incentives or discounts, and providing management updates on interactions and resolutions.
• Generated periodic reports to support company growth and identified cross-selling and upselling opportunities to increase sales and profit margins.
• Gathered product improvement insights through questionnaires and surveys, and followed up post-purchase to collect feedback on customer experience.

Process Executive - Cognizant Technology Solutions - Gurgaon

(2022-12 - 2024-04)

• Managed all business processes, focusing on company objectives and expansion initiatives, ensuring timely delivery of quality products and client satisfaction.
• Generated and followed upon new business leads, developing and presenting proposals to prospective clients.
• Ensured adherence to company regulations, health and safety codes, and established strong relationships with staff, clients, and vendors.
• Addressed customer inquiries promptly and politely, monitored staff and operations, and developed strategies to enhance efficiency and reduce costs.
• Authored sales and performance reports and assisted management in creating performance-enhancing incentives.

Relationship Manager - Maruti - Gurgaon

(2022-07 - 2022-11)

• Built strong client relationships by understanding customer requirements, delivering outstanding support, and anticipating future needs.
• Drove customer retention through proactive engagement and identified opportunities to expand product adoption through up selling and cross-selling.

Front Office Executive - ITC Maurya Hotels New Delhi - Delhi

(2020-11 - 2021-03)

• Created a welcoming environment by greeting clients and managing phone calls, messages, and call redirection.
• Organized, maintained, and updated files and records as necessary.

MBA - operational management - NMIMS (2024)

B.Sc.Hons - AIHM Chandigarh

Senior Secondary

Secondary - CBSE