DIVAKAR JHA
SUMMARY
I am a results-oriented hiring and operations professional with over 7 years of progressive experience in recruitment, business development, and customer service. Proven ability to lead high-performing teams, implement strategic hiring initiatives, and improve service delivery. Skilled in CRM tools, complaint resolution, and sales strategy execution across fintech, insurance, and call center environments.
CORE PROFICIENCIES
❖ CRM & ATS Tools
❖ Sales & Lead Generation
❖ Data Analysis & Reporting
❖ Client Relationship Management
❖ Talent Acquisition & Onboarding
❖ MS Office (Excel, Word, PowerPoint)
❖ Team Leadership & Staff Development
❖ Complaint Resolution & Customer Support
PROFESSIONAL EXPERIENCE
Hiring Manager 2024 - 2025
Paripulse Delhi I lead end-to-end recruitment processes, from identifying staffing needs to onboarding, ensuring efficient hiring practices that align with company goals and promote a diverse, high-performing workforce.
❖ Identified staffing needs across departments and developed job descriptions that aligned with organizational goals, resulting in streamlined hiring processes.
❖ Sourced candidates through job portals, referrals, and social media platforms, which enhanced the quality and diversity of the talent pipeline.
❖ Screened resumes and conducted interviews to evaluate candidate qualifications, ensuring a strong fit with company culture and role expectations.
❖ Facilitated a structured onboarding process that enabled new hires to integrate smoothly into teams and understand their responsibilities from day one.
❖ Collaborated with leadership to forecast hiring needs and planned recruitment strategies to support business expansion.
Call Center Manager 2023 - 2024 BDG Tech Pvt Ltd Delhi I oversaw daily call center operations, led support teams, and implemented customer service strategies to enhance user satisfaction, resolve escalations efficiently, and ensure seamless communication flow.
❖ Led a team of customer service agents and ensured smooth daily operations, resulting in improved service efficiency and team coordination.
❖ Implemented effective scheduling strategies to meet peak call volumes, which enhanced overall service availability and responsiveness.
❖ Resolved complex customer escalations and provided timely solutions, boosting customer trust and satisfaction.
❖ Coached team members on communication techniques and issue resolution, which improved individual performance and customer interaction quality.
❖ Monitored call center performance and analyzed feedback to identify areas for service enhancement and training needs.
Sales Manager 2021 - 2023 Mind Machine Interface Pvt Ltd Delhi I led and mentored sales teams, developed strategic plans, and drove business growth by building strong client relationships, optimizing sales processes, and consistently achieving targets.
❖ Led a team of Direct Sales Agents (DSAs) and provided guidance to meet individual and team goals, resulting in consistent performance improvements.
❖ Conducted regular training sessions to enhance product knowledge, compliance, and sales techniques, leading to better customer engagement.
❖ Developed and executed sales strategies across loan, insurance, and credit card products, which supported the company’s revenue objectives.
❖ Collaborated with the marketing department to create promotional campaigns that boosted product visibility and lead generation.
❖ Resolved escalated customer concerns and operational issues in a timely manner, enhancing customer retention and satisfaction.
Business Development Executive 2018 - 2021 SBI General Insurance Co. Ltd Delhi I identified and pursued new business opportunities, built strong client relationships, and promoted insurance solutions to drive customer acquisition and support organizational growth.
❖ Identified and pursued new client opportunities across individual and corporate segments, which expanded the customer base and increased market reach.
❖ Built and maintained strong client relationships to encourage customer loyalty and repeat business.
❖ Promoted a wide range of insurance products by educating prospects on benefits and coverage options, resulting in increased product uptake.
❖ Conducted market research to understand customer needs and trends, enabling more targeted and effective sales strategies.
❖ Developed and executed lead generation campaigns through cold calling, referrals, and digital outreach, which enhanced pipeline quality.
Sales Executive 2016 - 2018 SBI Card & Payment Services Pvt Ltd Delhi I promoted credit card products through direct sales efforts, engaged prospective customers, and built lasting relationships to drive client acquisition and support company growth.
❖ Identified potential customers through direct sales efforts, referrals, and events, which increased customer acquisition.
❖ Presented credit card offerings clearly and effectively, addressing customer inquiries to build trust and interest.
❖ Prioritized high-potential leads to maximize conversion rates and enhance sales efficiency. ❖ Followed up with prospective and existing customers to ensure satisfaction and encourage continued product use.
❖ Maintained accurate and complete documentation for each application to ensure compliance with regulatory requirements.