Rishim Tyagi Email & Phone Number

North Lakes, Queensland, Australia

As a Digital Campaigns Manager, I am responsible for day to day analysis and optimisation of the digital campaigns for Live Chats, SMS and other digital communications channels. BOT design and maintenance on the website. Other responsibilities include: Design new BOTs - Monitor, identify, implement optimisation of existing and new chat bots for maximum customer satisfaction (i.e. bot c-sat results, containment) Advanced stakeholder engagement and management including the development and running of Executive level meetings for Finance and Services divisions Develop and Implement business strategy within the services divisions including Digital portfolio strategies. Responsible for handling some of the forecasting decisions made for customer service. Directly contribute to the Leadership Team’s effectiveness through proactive engagement, collaboration, negotiation, and alignment with peers. Design a reporting framework from analysing various data sources available. Deliver reporting and insights which constructively drives ownership, accountability, discussion and focus from ‘issue/analysis’ to ‘action’. Advanced level data management and coding within SAS Enterprise guide.

Brisbane, Australia

• Technical Project Manager and Subject Matter Expertise for Workforce Planning team in Auto & General Services. In this role I was responsible for undertaking strategic & BAU workforce planning/ contact centre optimisation projects, working collaboratively with business units (including payroll) and other key stakeholders to provide an aligned, innovative & effective workforce planning service. Job Responsibilities:• Lead and manage the Team’s performance relative to the objectives and within the Company’s frameworks for continual monitoring, measurement and improvement of performance, productivity, and quality.• Act as a SME for the Workforce Planning Team and cross-functional project Teams in undertaking strategic and BAU workforce planning contact centre optimisation projects• Responsible for providing technical and analytical support to the Senior Workforce Planning Manager and key Stakeholders.• Partner with IT, Systems & Process Development Teams and Workforce Management & Call Centre Software providers, to ensure optimal system integration and functionality.• Engage, consult and communicate with key stakeholders throughout the Project life cycle in order to achieve organizational objectives.

Gurgaon, India

- Advise customers about service and service delivery, including maintenance agreements and SLAs. Assist with retention and growth of key accounts.- Manage daily answer performance/ line adherence, Provide analysis and feedback for days missed, attend internal /external daily performance review meetings. Co-ordinate and analyze operational and service management metrics and reports. - Achieve established goals for production hours, service levels and revenue.- Responsible for creating and providing functional and operational reports to executive management. - Communicate with Operations regularly regarding staffing needs and provide them headcount analysis.

Diploma In Industrial Accounting, Accounting And Computer Science, A+

Basics of Computers, Fundamentals of Accounting, Direct Tax, Indirect Tax, Company and Labour Law Cost Accounting & Auditing, Accounting.

Bachelor Of Commerce (B.Com.), Commerce, A

Diploma In Network Centered Computing, Computer Science, A

Computer Overview, DOS, Computer Concepts, LAN, Windows, Networking Essentials, MS Office UNIX, Programming Logic & Techniques, RDBMS.