Vishisht S.

About Vishisht S.

Experienced Service Delivery manager with a demonstrated history of working in services industry. Skilled in Six Sigma methodology, Operations Management, Coaching, People Management, and Management Information Systems (MIS). Strong operations professional with a Bachelor of Commerce (Hons.) focused in Finance & Taxation from University of Delhi.

Experience

1. Operations Manager

   TaskUs

   Mar 2022 — Present · Indore, IN

   Directed daily BPO operations for a US-based food delivery app, providing inbound and chat customer support across 4 countries and multiple LOBs. Oversaw, developed, and mentored up to 22 team leaders and 350 agents across 4 LOBs; currently oversee 2 LOBs with 220 employees, including SMEs and frontline agents. Consistently achieved top ranking in vendor performance, driven by strong management of KPIs and KRAs. Prepared and presented comprehensive weekly and monthly business reviews for senior leadership and clients, leveraging data insights to inform decisions, support operational strategy, and strengthen client relationships. Led successful onboarding and training for over 200 new hires during multiple project ramps, resulting in full readiness for production roles. Directed SME teams to support ramp-up classes and resolve Tier-2 escalations, ensuring smooth transitions and high-quality customer support. Introduced and directed a new Elite Inbound LOB, securing #1 vendor ranking and receiving the \"Best Operations Manager Award\" in 2022. Led global Chat UI Optimisation Project in Q1 2025, implementing best practices that cut AHT by 15%, increased productivity, and improved revenue, earning peer-recognised Best OM Award. Developed comprehensive SOPs for LOB transitions, SME roles, onboarding, campaign operations, and business continuity, ensuring standardised processes and compliance. Achieved 88% on the 2025 Internal Operations Audit, the highest in the campaign, demonstrating advanced compliance and process adherence. Acted as the site\'s Digital Point of Contact, championing the adoption of digital tools to boost transparency, automate reporting, and reduce operational risks. Served as Client Point of Contact for tool updates, providing structured feedback and overseeing testing during regular client meetings. Oversaw MIS and Power BI dashboard reporting, implemented data-driven performance plans, and ensured continuous improvements.

Education

• Kendriya Vidyalaya

  Senior School Certificate Examination, Commerce with Mathematics & Information Practices

  2009 — 2011

• Kendriya Vidyalaya

  Secondary School Examination

  2007 — 2009

• Delhi University

  Bachelor of Commerce (Hons.), Finance & Taxation

  2012 — 2015

Skills

• Netbeans
• Financial Analysis
• Financial Accounting
• Microsoft Word
• Accounting
• Ms Excel
• Sql
• Tally Erp
• Microsoft Office
• Finance
• Powerpoint