Divya Kumar

Operations and Process Management Professional with 5+ years of experience in operations support, account management, payment processing, reconciliation, quality assurance, and stakeholder coordination. Proven expertise in managing end-to-end operational processes, performing risk and control checks, ensuring SLA compliance, maintaining accurate documentation, and supporting process improvement initiatives. Skilled in analyzing operational issues, resolving exceptions, conducting quality reviews, and collaborating with cross-functional teams to deliver high-quality customer and business outcomes.

Proficient in Salesforce, Oracle, Zendesk, NetSuite, and MS Office.

Utilities Account Coordinator - Service Labs Software Pvt. Ltd. (Opendoor)

(2026-01)

• Manage end-to-end utility account operations, ensuring timely processing of payments and account maintenance activities.
• Analyze utility invoices and perform payment validation and reconciliation to ensure accuracy.
• Handle calls and email communications related to overdue payments and disconnection notices.
• Monitor overdue accounts and coordinate with external stakeholders to resolve payment and service-related issues.
• Conduct operational reviews and maintain accurate records to support audit and compliance requirements.
• Investigate account discrepancies and drive timely issue resolution.
• Prepare operational reports and maintain documentation standards.
• Utilize Oracle, NetSuite, Salesforce, Zendesk, IQB, and Gmail to process and monitor transactions.

Senior Operations Associate - Service Labs Software Pvt. Ltd. (Opendoor)

(2024-03 - 2025-12)

• Managed high-volume operational cases while ensuring adherence to SLAs and quality standards.
• Performed detailed reviews of service requests and documentation to ensure process accuracy.
• Coordinated with service providers (International Voice and Non-Voice) and internal teams to resolve operational issues.
• Maintained process documentation and operational records.
• Supported continuous improvement initiatives and compliance with operational controls.

Customer Service Representative - HCL Technologies

(2021-02 - 2024-03)

• Managed customer requests and account-related queries (International Voice and Non-Voice) through multiple communication channels.
• Served as Acting SME, Allocator, and Quality Checker supporting operational excellence.
• Conducted quality audits and control reviews to ensure adherence to process requirements.
• Assisted in onboarding and training new team members.
• Supported workload allocation, reporting, and stakeholder communication.

Master of Business Administration - Human Resource Management - University of Madras (2024)

Bachelor of Commerce - B.Com - University of Madras (2017 - 2020)

HSC - Elite Matriculation Higher Secondary School (2017)

SSLC - Elite Matriculation Higher Secondary School (2015)