Dikshant S.

About Dikshant S.

I am a seasoned project manager with over 15 years of experience in driving performance…

Experience

1. Performance Improvement Manager

   Arise

   Jan 2024 — Present · New Delhi, IN

   As a Performance Improvement Manager at Arise, I specialize in driving performance excellence within the BPO sector. My role focuses on enhancing key performance indicators (KPIs) through advanced data analytics, strategic project management, and innovative digital solutions. By collaborating with various campaign teams, I identify and implement data-driven strategies that lead to significant improvements in operational efficiency, customer satisfaction (CSAT), quality assurance (QA) scores, Average handle time (AHT)* Focus on projects aimed at improving KPIs across various campaigns within the Performance Excellence Team.* Conduct thorough data analysis to identify areas for improvement and develop strategic solutions.* Collaborate with campaign teams to implement data-driven recommendations, enhancing overall performance.* Monitor and scrutinize performance data to ensure accountability and continuous improvement.* Facilitate training and support for team members to ensure effective adoption of new processes and tools.* Successfully improved key metrics such as Average Handling Time (AHT), Customer Satisfaction (CSAT), and Quality Assurance (QA) scores through targeted initiatives.

Education

• Vinayaka Missions Sikkim University

  Bachelor of Commerce - BCom

  2005 — 2008

Skills

• Crew Supervision
• Documentation
• Customer Service
• Team Management
• Crew Coordination
• Team Building
• Crew Resource Management
• Team Leadership
• Report Writing
• Alcohol Awareness
• Service Delivery
• Flight Safety
• Behavior Management
• Service Management
• Airlines
• Hospitality
• Briefing
• Time Management