Nishit Dave Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

- Lead end to end text analytics, speech and social implementations and program enhancements across various clients- Own and manage multi-level client stakeholder relationships, including cross-trained teams- Design, develop, plan, and execute strategic program roadmaps for enterprise clients that drive optimum value and are rooted in a deep understanding of customer’s businesses goals, including driving product enhancements to data analyses- Lead and manage on-going servicing… Show more - Lead end to end text analytics, speech and social implementations and program enhancements across various clients- Own and manage multi-level client stakeholder relationships, including cross-trained teams- Design, develop, plan, and execute strategic program roadmaps for enterprise clients that drive optimum value and are rooted in a deep understanding of customer’s businesses goals, including driving product enhancements to data analyses- Lead and manage on-going servicing programs as part of the Contact Center solutions team for different channels and touchpoints- Develop and manage project plans while driving the internal coordination and execution of tasks across cross-functional teams- Develop text analytics and social expertise and act as primary Subject Matter Expert (SME) for project team members- Assist in the development of best practices and tool kits- Design and configure Medallia Experience Cloud instance per client’s requirements and build reporting dashboards- Lead data integrations as techno-functional expert- Provide constructive product feedback to Medallia Product Management Show less

Gandhinagar

- Manage two of the biggest QM & Insights programs of a leading e-commerce fashion industry of the US & a popular hotel group- Pioneer Speech & Text Analytics projects which led to automation of QM audits of 100% call volumeresulting in greater personalized coaching, improved compliance & process adherence, improved customer retention rates and optimized resource utilization- Extract strategic intelligence from sentiment analysis of surveys & Voice of Customer (VOC)resulting in… Show more - Manage two of the biggest QM & Insights programs of a leading e-commerce fashion industry of the US & a popular hotel group- Pioneer Speech & Text Analytics projects which led to automation of QM audits of 100% call volumeresulting in greater personalized coaching, improved compliance & process adherence, improved customer retention rates and optimized resource utilization- Extract strategic intelligence from sentiment analysis of surveys & Voice of Customer (VOC)resulting in higher CSAT- Leverage Speech & Text analytics tools like Tethr & CallMiner for data analysis to generate business intelligence & market intelligence around CX and customer journey mapping- Using Tethr, provide consultancy for designing & implementing AI chatbot for Customer Service teamsWorkforce Management - Forecasting & planning, resourcing, scheduling, budgeting, performance monitoring, schedule adherence monitoring, skill management, etc.- Organize & lead Monthly Business Reviews and Quarterly Business Reviews with the Executive teamshowcasing operational insights around Customer Service & Sales performance, Customer Engagement & Retention- Maintain strong reputation of efficiency and effectiveness to build trusted partnerships with the client and act as a trusted advisor/consultant for optimizing Command Center operations specifically during the pandemic emergency- Work seamlessly with global cross-functional teams to ensure desired performance improvement across different LOBs of operations teams- Team Management activities including imparting training, conducting one-to-one meetings, goal setting, performance improvement plans, team engagement activities, etc. Show less

Gandhi Nagar, Gujarat, India

- Lead 3 teams comprising 45+ Quality Assurance Analysts, Speech & Text Analysts and Survey AnalystsInvolved in requirements gathering, design and implementation of Speech Analytics solution for enhancing CX- Design audit scorecards for monitoring compliance to policies & procedures, business requirements and critical business requirements directly resulting in improved agent performance- Help client team with design principles and optimization of solutions for implementing modular… Show more - Lead 3 teams comprising 45+ Quality Assurance Analysts, Speech & Text Analysts and Survey AnalystsInvolved in requirements gathering, design and implementation of Speech Analytics solution for enhancing CX- Design audit scorecards for monitoring compliance to policies & procedures, business requirements and critical business requirements directly resulting in improved agent performance- Help client team with design principles and optimization of solutions for implementing modular tier-based audit scorecards- Prepare multi-dimensional reports & dashboards of all customer service KPIs includingRepeat Contact Analysis, AHT, ART, retention rate, refund rate, agent performance ratings, critical alerts rate, etc.- Build functionalities of Speech Analytics to conduct customer sentiment analysis, behavior mapping and trend analysis- Prepare daily, weekly & monthly reports by dip stick analysis of the audits done by Quality Assurance team- Conduct coaching and training sessions with Quality Assurance Analysts, Speech & Text Analysts and Survey Analysts Show less

Etech, Gandhinagar

- Conduct Root Cause Analysis and discuss findings for improving agent performance to achieve higher CSAT- Design feedback triaging model to ensure compliance within the operations team- Prepare daily reports from the audits performed by Quality Assurance team to improve agent performance- Lead client communication and calibration calls- Resolve disputes between the Operations and Quality Assurance team- Conduct TTT sessions with Coaching & Training teams of operations

Gandhinagar, Gujarat, India

- Perform quality check & review of audits performed by Quality Assurance Analysts to improve their performance- Provide constant and extensive live floor support to the QA team- Work on extracting insights through data analysis for any special study for enhancing agent performance- Bridge gap between the Quality Assurance Analysts and the Project/Team Leaders

Gandhinagar, Gujarat, India

- Audit Customer Service calls to improve agent performance- Lead calibration calls- Extract & generate insights around VOC, AHT, CSAT, ART, etc.

Graduate Certification, Business Analytics

Bachelor Of Engineering, Computer Engineering

Schooling