Open to opportunities

Divya Nikhil

@divyanikhil

Message

I build practical digital learning and capability programs for energy-sector operations.

Australia

Message

What I'm looking for

I’m looking to design and deliver practical digital and operational learning solutions that strengthen capability, performance, and compliance through stakeholder partnership, data-informed training needs analysis, and continuous improvement.

At Red Energy, I design digital learning modules and assessments in Articulate 360, redesign induction programs using the 70/20/10 model, and deliver virtual and face-to-face capability sessions.

I translate billing, transfers, field sales, compliance, and customer-assistance processes into practical learning content. Over the past year, I’ve facilitated more than 20 induction and upskilling sessions while using training needs analysis, quality assurance, and performance data to target capability gaps.

My background spans compliance, hardship support, collections, and training operations, including leading operational learning for up to 400 FTEs at Genpact. I bring a Certificate IV in Training and Assessment, instructional design capability, and a focus on improving performance, compliance, and learner confidence.

Experience

Work history, roles, and key accomplishments

Current

Learning & Development Consultant

Current

Red Energy

Oct 2023 - Present (2 years 11 months)

Designs and develops digital learning solutions using Articulate 360, redesigns induction programs, and facilitates training sessions. Partners with business units to translate complex processes into practical learning content.

Articulate 360 Storyline Rise Learning Design Facilitation Quality Assurance Stakeholder Engagement

Compliance Advisor

Red Energy

Nov 2021 - Oct 2023 (1 year 11 months)

Managed Ombudsman complaints and complex customer cases, conducted compliance mapping, and analyzed data to identify improvement opportunities. Utilized Gentrack, PowerBI, Genesys, and G-Suite for reporting and performance analysis.

Gentrack Power BI Genesys Compliance Data Analysis

Payment Assist Expert

Red Energy

Jun 2020 - Nov 2021 (1 year 5 months)

Designed and delivered training for the Customer Assist team, led onboarding and coaching, and managed complex complaints. Implemented engagement initiatives and contributed to key projects.

Training Design Onboarding Coaching Quality Assurance Complaint Management Knowledge Management

Payment Assist Specialist

Red Energy

Aug 2018 - May 2020 (1 year 9 months)

Managed complaints effectively, understood customer lifecycle, and offered tailored solutions. Worked on credit check queue and ACT project to ensure good customer service.

Customer Service Complaint Management Credit Assessment

Collection Officer / Assistant Team Leader

Dum & Braustreet

Sep 2017 - Aug 2018 (11 months)

Created and implemented collection policies, followed up on payment arrangements, and adhered to debt collection guidelines. Used skip tracing tools and maintained records of customer discussions.

Debt Collection Skip tracing Compliance Customer Service

Collection Officer - AGL Commercial

Probe Group

Oct 2016 - Sep 2017 (11 months)

Maintained a debt collection portfolio, made outbound calls, and reduced outstanding debt. Reported daily progress against targets to the team leader.

Debt Collection Outbound Calling Portfolio Management

Asst. Manager - Training Operations/ Retail Collections Finance

GENPACT

Apr 2007 - Jan 2016 (8 years 9 months)

Led operational training for up to 400 FTEs, identified process improvements, and designed behavioral training programs. Prepared executive dashboards and maintained quality assurance standards.

Training Operations Leadership Quality Assurance Dashboarding Process Improvement