Nikhil Dsouza Email and Phone Number

Tivian, formerly called QuestBack, is Europe's leading Enterprise Feedback Management and one of the world's Top 5 vendors. Tivian is a global leader in enterprise feedback management, customer experience management, Social CRM and market research solutions. The company’s SaaS-based feedback and dialogue solutions enable organizations to gain actionable insights and build stronger relationships with customers and employees. More than 5,000 global customers – including Volvo, Ernst & Young, Coca-Cola, Microsoft and Bosch – rely on Tivian to increase customer and employee satisfaction through real-time feedback.Tivian serves 35 % of all brands on the Forbes 100 global list. Areas of expertise include...➢ Customer Touch-point Analysis➢ Customer Segmentation➢ Customer Loyalty Programs➢ Business Social Intelligence➢ Community Management➢ Employee Experience ResearchSome of the more detailed areas include:• Developing road maps of all customer touch-points by channel.• Determining Metrics and Objectives at each point.• Benchmarking metrics and creating KPIs.• Building a strong (VoC) Program.• Collecting, Analyzing and Actioning on insights.• Measuring the influence of the program via multi-channel implementation.• Automation of processes helping build in efficiencies. • Running programs at lower costs and higher returns.• Reducing churn and establishing a reliable formula for ROI.

• Accountable for establishing the operations and outsourcing model from scratch, including setting up every department within the offices in India in a very short timeframe (6 Months) –Team size was 28. Personally involved in:o Project Management: Hands-on approach on Sample and Program & Host projects where the revenues were substantially high and/or client management was complex. Major clients handled: Penn, Schoen and Berland, Keynote, ReRez, Lightspeed Research, Dynamic Logico Panel Consulting: Feasibility studies and Proposal writing on complex requests.o Panel Ops/Support: Panel Health Monitoring with on-time reward payment and fraud detection.o Customer Service: Responding to complex queries and complaints via email within the TAT of 48 hours and ensuring quality responses from the team – problem resolution “First time round”.• Strong internal quality check process which evaluates areas of opportunity and areas of defects helping in keeping a structured and consistent method to evaluate performance and provide feedback. Based around six-sigma DMAIC. Maintained CSAT above 95% consistently from a team with a vintage of 6 months.• Client Satisfaction monitoring – Root Cause Analysis prepared for failed projects followed up by continuous training initiatives conducted based on new learning’s and quality analysis.

• Set up the legal entity for SSI in India, an entity created to provide the following services: Project Management, Panel Management, Sample Management, Data Processing and Quality Control. Team size was 30.• Major clients I dealt with at this time were Invoke Solutions (primarily full service work, program and host, focus groups), IPSOS, Lightspeed research, Harris Interactive, Nielson amongst others.• Successfully managed the engagement with Cross Tab Marketing Services, a vendor which had a team size of 25 resources on an FTE model. Services provided by the vendor included Field Work management, Survey Programming. Handled all functional aspects of their business, right from 24X7 coverage, to timely deliveries and quality. • Implemented global standard operating procedures within the Indian business units creating a seamless workflow. • Implemented a strong CSAT initiative within the teams in India and drove the CSAT past the 95% mark in a matter of 9 months from starting operation in India. The program was built around the six-sigma DMAIC concepts where multiple smaller green belt studies were conducted to identify clear areas of improvement, set the correct measures, steps for improvements put in place with strong controls to ensure consistency.• Program and Host / Data Processing: NEBU was the software used within SSI for programming and hosting of surveys. SPSS for Analytics. Both teams were split between employees in the USA and India. I would oversee programming and data deliveries coming out from the teams in India. Quality Control and Survey Testing were within the scope of the team in India.

Survey Programming – Programming of questionnaires within NetMRData Processing – Data cleaning, mapping, banners, reporting primarily using Quantum and SPSSProject Management – Sample delivery, internal and external team management• Providing hands-on support and suggested approach for large and/or complex projects• Link Setting (Redirection pages for respondents) within Net MR (software tool for GMI)• Provide sampling strategies for projects when required• Ensuring all SLA’s are adhered to and achieved.• Process development and transition management between India and all the Global offices

Previously Greenfield Online Pvt Ltd.While at a Project Director level, I understood how to manage both sample only and full service projects, and grew the team from just myself in 2003 to over 25 project managers in 2006 responsible for delivering about 38 Million dollars in revenue annually. Responsible for:• Programming of E Mail Captures within ConfirmIT, adding client redirection with passing of unique IDs and end link redirection along with screeners to the same. Inserting programming logics to complex screeners prior to sending it for programming.• Programming of complete online recruiting screeners – up to 30 questions, including skips, hidden punching for single and multi select, masking, termination and quota full conditions. • Provide detailed sampling strategies for projects with complex sampling needs. (Census outgo, Census hits, Census Completes, DMA / ZIP / FIP specific studies etc)• Building relationships with Major clients of GFOL, outlining processes and developing the comprehensive strategic plan for further account development and engagement based on the client’s current needs and long-term vision. Clients included: Kantar Group, Invoke Solutions, ORC, NRGSpecial Achievements at GFOL:• Solely responsible for transitioning the Project Management and Sample Management services from USA to India. • Received the “CSAT (Customer Satisfaction)” award, worldwide, for the year 2004 along with the award for delivering over 2 Million in revenue for the years 2004 and 2005.• Received an ‘Outstanding’ rating for the year 2004 and 2005.

During the period 2000 to 2003, I had the chance to experience BPO work. The companies I associated myself with during this time were Convergys, GE Capital International Services, Wipro. Working my way from an Associate to a Team Leader, my role was to: • Lead teams along with managing escalations for processes like IBM General Services, Hanover Direct, Dell.• Troubleshoot both Hardware and software issues. (Specific to Dell Desktops and Laptops)• Report on process CTQ’s and Dashboards.• MIS - Daily, Weekly and Month End team reports.