Divya C S

Director of Support @Eshipper

Toronto, ON, CA

Managing a team of client success managers responsible for handling all customer issues with respect to shipments, inventory and payments Spearheading resolution of customer issues that need escalation with other teams such as warehouse, inbounding, technology. Also drive understanding of root cause and work with peers to improve processes to prevent repeats. Continuously evaluating the definition of the client success manager role working with key stakeholders such as sales, warehouse, technology teams to streamline the end customer and sales experience while also driving improved engagement from the CSMs. Ongoing monitoring and reporting of team performance leveraging key KPIs to identify and address individual performance issues as well as over-arching gaps that need to be addressed through process changes / training / revision of roles and responsibilities Optimized workflow and costs through evaluation, selection and migration to a new platform (Hiver) for customer support

University of Toronto

Certification, Brand Management

Goethe Institut

Level A1, Level A2, German Language

Visvesvaraya Technological University (VTU)

Bachelor of Engineering, Electronics & Communication