DJDivakar Jha
@divakarjha
Customer support and hiring leader who improves player experience and builds high-performing teams through data-driven recruitment.
IndiaWhat I'm looking for
I’m a results-oriented hiring and operations professional with 8+ years of progressive experience across recruitment, business development, and customer service. I lead with accountability, clear communication, and measurable outcomes—especially in fast-paced fintech and iGaming environments.
In my current role as a Customer Support Specialist, I handle player queries via call, chat, and email, resolving issues across accounts, payments, and game-specific questions. I educate players on platform features, promotions, bonuses, and responsible gaming guidelines, escalate complex complaints appropriately, and maintain accurate documentation and feedback to continuously improve support.
As a Hiring Manager, I’ve identified, recruited, and onboarded affiliates while owning end-to-end hiring for customer support, operations, and technical roles across remote teams. Previously, as a Call Center Manager (Team Leader), I ensured compliance with responsible gaming policies, managed escalations quickly and accurately, and strengthened customer satisfaction through troubleshooting, complaint resolution, and data analysis & reporting.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
CustomerUmbrella (Pari Match)
Nov 2025 - Present (5 months)
Handled customer inquiries for the iGaming platform via call, chat, and email, resolving account, payments, and game-related issues. Educated players on promotions and responsible gaming guidelines, escalated complex complaints, and maintained accurate interaction documentation.
Hiring Manager
Pari Pulse (Pari Match)
Oct 2024 - Oct 2025 (1 year)
Recruited and onboarded affiliates to expand the iGaming affiliate network, supporting acquisition and growth. Led end-to-end hiring for customer support, operations, and technical roles, including interview assessments, onboarding, and recruitment pipeline reporting.
Call Center Manager (Team Leader)
BDG Tech Pvt Ltd (1Win)
Aug 2023 - Oct 2024 (1 year 2 months)
Managed player support across live chat, email, and phone by troubleshooting account, payment, technical, and game-specific issues. Ensured responsible gaming policy compliance, escalated complex cases, captured feedback, and maintained accurate records in the system.
Assistant Manager
Axis Bank
Jan 2023 - Jan 2024 (1 year)
Managed customer queries and complaints and provided tailored banking solutions to strengthen long-term relationships. Drove sales by cross-selling banking products and ensured branch operations compliance with RBI policies, including KYC and AML requirements.
Sales Manager
Mind Machine Interface Pvt Ltd
Jan 2021 - Jan 2023 (2 years)
Led a team of direct sales agents, running training to improve product knowledge, compliance, and sales techniques. Developed and executed sales strategies for loan, insurance, and credit card products, collaborated with marketing on promotions, and resolved escalated customer concerns to improve retention.
Business Development Executive
SBI General Insurance Co. Ltd
Jan 2018 - Jan 2021 (3 years)
Identified and pursued new client opportunities across individual and corporate segments, educating prospects on insurance benefits and coverage. Conducted market research and generated leads via cold calling, referrals, and digital outreach to support targeted sales efforts.
Sales Executive
SBI Card & Payment Services Pvt Ltd
Jan 2016 - Jan 2018 (2 years)
Drove direct sales by identifying prospects through referrals, events, and outreach, presenting credit card offerings and answering customer inquiries. Prioritized high-potential leads to improve conversion and maintained application documentation for regulatory compliance.
Education
Degrees, certifications, and relevant coursework
IIIndira Gandhi National Open University (IGNOU)
Bachelor of Commerce, Commerce
2019 - 2022
Completed a Bachelor of Commerce at IGNOU, Delhi from 2019 to 2022.
S.M.V Vidyalay
Higher Secondary Education, Higher Secondary Education
2015 - 2017
Grade: B
Completed Higher Secondary Education at S.M.V Vidyalay (2015–2017), scoring a grade of B.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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