Open to opportunities

Divya Divya

@divyadivya5

Project Coordinator at Lufthansa InTouch who supported two Genesys Cloud CX migrations and reported post-migration KPIs in Excel and Power BI.

Canada

Message

At Lufthansa InTouch, I supported two Genesys Cloud CX migration projects for 3,000+ users across seven sites. For the call and chat migration, I coordinated planned activities, including weekly UAT sprints, and supported go-live readiness with training schedules and 20+ step-by-step guides.

I maintained the Primavera P6 schedule baseline, tracked post-migration KPIs, and supported reporting in Excel and Power BI. Earlier at HCL Technologies, I supported ITIL change governance, reconciled records across systems, and maintained SOPs.

Experience

Work history, roles, and key accomplishments

Current

Communications and Social Media Coordinator

Current

ElderDog Canada

Jun 2026 - Present (4 months)

Plan social media content, the chapter newsletter and fundraising events using Canva.

Canva Social Media Communication Skills Event Planning

On-Demand IT Support Specialist

Lufthansa InTouch

Dec 2023 - Sep 2025 (1 year 9 months)

Resolved Microsoft 365, Teams, Wi-Fi and VPN issues for staff, maintaining accurate request records in SAP.

Microsoft 365 Teams WiFi VPN SAP IT Support

Customer Service Consultant, General Reservations

Lufthansa InTouch

Mar 2023 - Sep 2025 (2 years 6 months)

Handled 50–70 calls a day in Amadeus while consistently meeting call-handling targets and QA standards.

Amadeus Customer Service Call Handling QA Standards

Project Coordinator, Reporting and Data Analytics

Lufthansa InTouch

Mar 2024 - Aug 2025 (1 year 5 months)

Supported two Genesys Cloud CX migration projects for 3,000+ users across 7 sites, coordinating UAT sprints, resource assignment, and reporting. Maintained schedule baselines in Primavera P6 and published 10+ project reports.

Genesys Cloud CX Primavera P6 Power BI Excel SharePoint Microsoft 365 ServiceNow Jira SAP Earned Value Management Change Management Risk Management Stakeholder Management

Assistant Team Leader (Key Holder)

Dollarama

Oct 2021 - Mar 2023 (1 year 5 months)

Assisted in store operations and team leadership as a key holder.

Front End Associate

Walmart Canada

Nov 2019 - Oct 2021 (1 year 11 months)

Worked as a front end associate, handling customer transactions and service.

Senior System Analyst / System Analyst

HCL Technologies

Jun 2015 - Jul 2019 (4 years 1 month)

Supported change initiation activities, coordinating 10–25 change requests a week through ITIL change management governance and CAB review. Audited change records and maintained data integrity across systems.