Divya Unnikrishnan

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
• Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
• Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
• Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
• Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
• Led successful project completions under tight deadlines, coordinating effectively across multiple teams.

Canada Shared Services

• Led a team of 40 members who are supporting the Canada Shared Services operations.
• Reviewed and evaluated Canada partner office’s needs and ability to transform projects to the shared services model in a way beneficial to the office.
• Planed and designed a robust transition roadmap and ensured smooth migrations of identified activities
• Collaborated with other teams and competencies to ensure Automation goals and priorities are achieved for the identified activities.
• Developed and maintained client relationships and coordinated with other stakeholders.
• Managed the end-to-end Operational performance including team management
• Was responsible for reporting, conducting quality audits, monitoring operations performance and ensuring compliance to internal controls requirements.

Managed Services Program

• Led the US Visa operations for the client (the world’s largest technology firm) under the managed services program responsible for preparing immigration and visa applications.
• Managed a team of 8 members who supported US Business Visa and work permit requests.
• Streamlined the process to enhance the client experience
• Mentored the team members to take up additional responsibilities
• Developed process flow for the client’s visa management tool and worked with the client POC through the development and deployment
• Handled client queries and escalations.
• Ensured adherence to SLAs
• Developed and maintained client relationships.

Client Services Team

• Managed multiple client support teams handling the operations for the clients handled by various Immigration Program Managers.
• Handled a team of 17 members who worked on multiple functions including case management, reporting, and billing.
• Developed and maintained client relationships
• Helped the Immigration Program Manager identifies areas where the client services team has the capability to support thereby allowing them to focus more on their core activity
• Drive the process of documenting the service protocols for the clients whose protocols were not documented

Coordinator – US Shared Services

• Point for Contact for the partner office for the new set of clients supported by the team
• Managed the allocation of work in the team and ensured timely closure of assigned work.
• Released daily status report to the management
• Facilitated trainings for the new joiners in the team
• Developed and maintained good relationship with the partner office

Case worker – US Shared Services

• Prepared letters for various US Immigrant and Non-Immigrant visa types including H-1B, L-1,TN and I-140.
• Prepared RFE letters for cases where a request for evidence was seeking
• Trained new joiners in various case types, reviewed their work and gave feedback.
• Tracked the progress of the new members in the team and updated the team manager about the same.

• Guide and lead team members to deliver services that meet or exceed the customer requirements.
• Ensure outstanding customer satisfaction by maintaining strong relationships.
• Handle client issues throughout the service period in a timely and accurate fashion.
• Manage and train the team to ensure quality and consistency of service to customers.
• Assist sales team in business acquisitions, planning, retention and management.
• Maintain complete and accurate customer correspondence data.
• Develop and update client related reports.
• Managing client relationships to build a reputation for excellent service and generate repeat business.
• Identify and develop problem solving methodologies to resolve customer issues.

• Communicating with Australian Clients through email and phone.
• Giving feedback to the management by preparing revenue analysis reports.
• Evaluating the situations of files and determines the proper course of action.
• Managing all client requirements and queries and solve them swiftly.
• Maintaining relationship with old and existing clients.
• Educating old and existing clients about any new service offered by the company.
• Improving revenue by achieving targets.
• Handling escalation collection calls.