Nisha Patel Email & Phone Number

Responsible for crafting client success stories, supporting both client and Accenture project teams to deliver high-quality project deliverables.Key Projects:-Omni-channel design, Global insurance organization • Drove growth & operational efficiencies through an improved customer-centric experience by focusing on three transformation pillars- Enterprise platform, AI-powered experience & Workforce optimization. Responsible for enabling digital capabilities across voice & digital contacts. -Conversational Ads Campaign, Leading American Energy Company • Developed end-to-end upper funnel campaign strategy by conducting elaborate design thinking workshops to educate the stakeholder on this new offering and also understand their requirements on intent, channel, device, and budget preference. Designed the E2E bot conversation and supported the build from a functional perspective. Analysis and post-campaign optimization ongoing-Contact Center as a Service Strategy, Global Lifesciences Multinational• Reimagining the customer journey through digital and articulating Northstar vision. Created a Contact Center As a Service Strategy to translate the vision into reality by assessing the transformation from the lens of people, process, and technology for Operating model refinement, tech assessment, devising program governance model, and prioritizing a 3-year implementation transformation roadmap across regions & LoBs-Awards & Recognitions:• Winners of the Accenture iBOT 3.0 Challenge to receive an MD&I grant for my solution on “AI-enabled voice bots designed for people who need cognitive assistance”• Fast track promotion-Training & Certifications• Excel, Microsoft Visio, PowerBi, Tableau, Botmock• Certified in the KoreAI Platform• Trained in Verint Speech Analytics, Callminer, Consulting Readiness, Agile Methodologies, Design Thinking-Internal Initiatives• Actively involved in team engagement initiatives• Editor, Accenture internal global newsletter

Key Projects:-Contact Center Modernization Strategy, Design & Implementation, US Healthcare company• Developed new omni channel experience for patients and employees by studying as-is process and developed personalized to be patient journey across multiple LoBs by creating detailed conversation designs-Omni-Channel Customer Journey, Global Beauty firm• Assessed customer touch points to derive behavioural attributes and RCA of sentiment. Created value tree to identify growth levers as per client nuances. Assessed brand’s marketplace, D2C performance, social media analysis to design digital experience strategy with roadmap to improve CLV, customer engagement & retention-Chatbot Conversation Design, US based Utilities client• Facilitated workshop with all the stakeholders to understand process bottlenecks and ideate the to-Be user journey. Designed conversational flows and built user stories to help develop seamless conversations across different customer personas for the high-volume intents from speech analysis to enhance customer support and bring in cost efficiency through digital channel adoption-Contact Center Location & Technical Strategy, French Fashion Brand• Assisted & drove conversations with business stakeholders to understand their technical architecture & audience consideration to devise their to-be location and design of their next gen contact center technology-Advanced Customer Engagement Center of Excellence• Conversational ads placement & demo for individually for utilities, healthcare, banking, insurance & telecom clients• PoV on Voice AI and Voice bots for a banking major• Operating Model redesign- as-is vs proposed for an educational media company• Social media listening through an outside in assessment of customer feedback & experience -Awards & Recognitions:• Practice Champion Award 2021• Top Three Winners of Top 3 winner of Accenture Customer Ultra Challenge across all Accenture nodes

Bengaluru, Karnataka, India

-Incubated at NSRCEL -IIM Bangalore-Agri-tech startup with a diversified product line providing accessible and efficient products to small scale farmers at a marginal cost-Portfolio includes innovative, low-cost, personalized machines that greatly reduce overall farming costs, increase small scale farming efficiency

Gurgaon, Haryana, India

-Part of Consumer Insights and Growth team- Awarded Pre Placement Offer (PPO)Devised Cost Optimization Strategy for an Indian diversified conglomerate• Identified potential benefits on operational data received across categories within defined scope by analyzing price, policy, and consumption levers; presented analyses to the CXOs to get buy-in and conducted workshops to help onboard national travel partners by organizing a reverse auction

Bengaluru Area, India

Worked on the design and development of Syngo- clinical imaging software -Developed 1st one of a kind tool to optimize testing team's TAT by 32% -Revamped UI with a quicker completion rate for all digital imaging scanners to reduce customer escalations based on customer dataPart of Magnetic Resonance post-processing visualization team -PoC for BreVis-breast tumor reporting module -Managed 8 applications to new implement features to improve quality and efficiency based on revised healthcare standards.

Chennai Area, India

-Awarded highest (S) grade for presenting this project as part of final year thesis and received Pre Placement Offer (PPO)-Worked with Advanced Component and System Division in Core Hardware, Platform software, and Research team-Designed an efficient battery charging system for engines along with a working MATLAB model-Part of Wireless Sensor Project aimed at making Caterpillar machines wireless to reduce complexity and short circuit, wiring problems using PTC CREO

Hyderabad Area, India

-Industrial Training on “Microcontrollers and Embedded C”.-Hands-on experience about interfacing the microcontrollers with the Low Noise low power sensors and various communication protocols-Worked under the Marketing manager to deal with distributors, corporate clients -Coordinated sales distribution by establishing sales territories, quotas & goals

Hyderabad Area, India

Post Graduate Programme In Management

-Operations Head at Forum for Industrial Interaction-led a team of 9 -Organizer, Vista- International Business Fest of IIM Bangalore.

Global Network Week, Entrepreneurship An Intrepreneurship In China

-Represented India as part of the first-ever GNAM program organized by Yale School of Management from IIM Bangalore

Bachelor’S Degree, Electronics And Instrumentation Engineering, 9.14/10

-Secretary- International Society of Automation, Best Performance Award in Asia-Pacific -Co-founder and Secretary- Huawei VIT- 1st.

High School, Intermediate Education, 97.6%

-Awarded monetary scholarship & 100% fee waiver for exemplary academic performance in 11th &12th grade across the state -Consistent.

9.8

-Received Best Outgoing Student award for all-round performance; -Awarded Best Student of Term (Rank 1) for 8 years -Founding member.