Diksha (Dee) Arora Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

In this role I’ve continued my proven track record for driving growth, improving operational efficiency and delivering exceptional client experiences. With a hands-on approach to building high-performance teams while fostering a culture of excellence, my commitment to quality has led to numerous accolades and recognition. Key Achievements: - Transformed Aegis with a return to profitability within 12 months.- Successfully renegotiated payment terms on six out of eight contracts, resulting in a 10-15% increase.

Melbourne, Australia

Startek is a leading global CX provider of technology-enabled business process outsourcing solutions with more than 45,000 outsourcing experts across 54 delivery campuses worldwide. We operate in 12 countries and our teams come from many different backgrounds with rich and varied experiences.As the Country Vice President for Australia and New Zealand, I was responsible for:- Integration of two organisations as a result of a recent acquisition.- Operational excellence through system transformation.- Portfolio management and revenue growth.- Client contract review and renegotiation.During this time I transitioned the organisation to new working arrangements during the COVID-19 pandemic, while successfully growing the portfolio and achieving significant organic revenue within three years.

Melbourne, Australia

Always open to new challenges, I secured a six-month contract at Converge International where I was able to stabilise the contact centre, immediately implementing new efficiency processes. Identifying the need to improve recruitment, I was instrumental in engaging an agency to ensure staffing was at an optimal level. With the mandate to improve customer experience across three imperative areas of the business - clients (employees of the customers), customers (organisations we were contracted to) and consultants (psychologist network), I successfully restructured the contact centre to improve efficiency and effectiveness, enabling clients to quickly and easily connect with consultants. Offered an ongoing role at Converge, I opted to move to Startek because it afforded me the opportunity for continued growth.Key Achievements:- Successfully introduced a triage service to easily identify clients with the greatest and most urgent need.- Improved the recruitment processes to maintain optimal staffing levels.

Melbourne, Australia

As head of the saves and retention channel for a telecommunications client, I successfully improved customer experience and increased commercial value of the portfolio whilst meeting all operational and customer centric KPIs. My proven leadership skills enabled me to turn around customer and commercial performance, and operational service standards, expanding the portfolio from Telco alone to verticals such as Healthcare, Logistics and Energy.Managing a portfolio of clients and centres that were geographically dispersed, I worked closely with the Marketing and Products team to improve the organisation’s service offering and led Program Managers and Senior Operations Managers to drive continuous improvement. Key Achievements:Acting as a change agent and governance leader as a key member of the Executive leadership team, I developed products and systems to improve customer experience and translated Voice of Customer into Critical to Quality output delivery projects, to improve performance.Managing Profit & Loss and budget planning, I successfully negotiated existing and new contracts with clients, tendered writing and business modelling, and conducted enterprise business reviews on compliance, customer advocacy and project governance.

Melbourne, Australia

Managing a team of three direct reports and 230 indirect reports, I was responsible for liaising with the client marketing team to deliver new products and offers, and retain and grow the existing customer base. I successfully implemented sales campaigns to increase revenue and profitability for clients. Leading a team of Campaign/Program Managers to achieve operational excellence, I was also responsible for reporting on contractual and operational KPIs to internal and external stakeholders, renegotiating existing contracts by applying exclusions and inclusions to ensure quality outcomes and conducting reviews on cross-functional teams to improve productivity and performance.Key Achievements: Managed the growth of clients such as Energy Australia, Open Universities Australia, NSW Land and Property , and realestate.com whilst simultaneously commissioning a new 600-seat contact centre.Led the transition of a client’s CRM from legacy job management software to cloud based Salesforce and devised and implemented Quality Assurance Program, resulting in a 60% reduction of complaints. Established an overarching Business Process and Knowledge Management System to create process governance.Project managed campaigns for leading corporate and government clients, involving delivery of IT set-up and database integration and implementation of reporting frameworks.

Melbourne, Victoria, Australia

Master Of Business Administration (Mba), Business Administration And Management, General, Masters

Certificate Iv Financial Planning

Master Of Arts (M.A.), Contemporary Literary And Cultural Theories

Bachelor Of Arts (B.A.) Honours In English, Applied Linguistics & Phonetics