Divya MP (Sai)

Divya MP (Sai)

+•• ••••• •••••••••••@•••••.com

5.9 yrs

As a Senior Resolution Specialist and Functional Lead with over six years of experience, I thrive on connecting with people and understanding their needs. My empathetic and sociable approach allows me to calmly navigate complex situations, persuasively guide solutions, and ensure accountability for positive outcomes.

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Skills

Claimed

Work EfficiencyRapid LearningMentoring and Peer CoachingProduct Training DeliveryCustomer De-escalationUser Pain PointsCall AuditingService Quality AssuranceContent Strategy DevelopmentGraphic DesignCopywritingBranding

Proof of Experience

CareStack

Senior Resolution Specialist | Functional Lead

CareStack · Dec 2022 – Sep 2026

  • Promoted from Product Support Specialist to Senior Resolution Specialist, and subsequently entrusted with Functional Lead responsibilities at CareStack, a US-based B2B dental practice management SaaS company.
  • Managed an average of 10 high-priority client escalations daily, working with Product, Engineering, and QA to identify customer concerns and address potential issues to maintain stable and healthy customer relationships.
  • Monitored customer health by conducting daily quality reviews across an average of two practices, analyzing Zendesk data, Google Sheets reports, and customer feedback to identify recurring issues, product gaps, and emerging churn risks.
  • Followed up with clients on DSAT ratings and NPS feedback, and escalated recurring concerns and trends to relevant stakeholders.
  • Owned a portfolio of 10 post-implementation clients, working closely with the Implementation team to provide functional guidance, manage escalations, and foster long-term customer relationships.
  • Mentored and supported a 25-member support team as Functional Lead, and coached 10-15 new hires per onboarding cycle on product functionality and customer communication so they could handle client cases independently.
BYJU'S - Think and Learn Pvt. Ltd

Student Success Specialist

BYJU'S - Think and Learn Pvt. Ltd · Apr 2021 – Oct 2022

  • Supported student engagement, adoption, and retention by connecting with students and parents on learning programs using Salesforce CRM.
  • Handled customer and social media escalations, resolving concerns promptly and restoring customer confidence.
  • Monitored student progress through in-house learning dashboards and delivered real-time coaching to students, supporting trial users in achieving successful subscription conversions.
  • Selected based on performance to support the launch of a new Mini Learning Program campaign, engaging with 50+ students and parents daily to introduce the program, gather feedback, and drive participation.
Ayruz Data Marketing

Content Writer

Ayruz Data Marketing · Aug 2020 – Apr 2021

  • Freelancer
Freelance

Content Writer

Freelance · Sep 2020 – Mar 2021

  • Managed 40+ content materials such as articles, social media captions, PowerPoint presentations, and blogs, according to client needs on a freelance basis.

Proof-of-Work

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Proof of Education

B.Tech, Applied Electronics and Instrumentation

LBS Institute of Technology for Women, Thiruvananthapuram · 2016 — 2020

Higher Secondary Education, 11th and 12th grade

Holy Angels Higher Secondary School for Girls, Thiruvananthapuram · 2014 — 2016

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