Nishit Dave
Engagement Manager - Professional Services at Replicant
Based in North York, Canada
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Seniority
Manager
Department
General Business & Management
Location
North York
Industry
Software Development
Company size
176
Contact information
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n•••••••@replicant.com
Phone
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Background
About Nishit Dave
Avid Project Manager with 10+ years of experience in implementing and managing GenAI based CX programs. Highly experienced in conversation design and running end to end implementations of Speech and Chat AI Agents across industry verticals- Expert at client management having extensive experience of running 50+ projects across omni-channel touch points and improving NPS, CSAT, FCR and other Customer Service/Sales KPIs- Extensive experience in using industry leading conversational intelligence tools to perform customer journey mapping, automated agent QA, generate insights around Customer Experience and Sales, sentiment analysis & recommend solutions for verticals like retail, BFSI, automobile, hospitality, telecom- Hands on experience in Command Center setup & optimizing Contact Center operations working as a functional consultant for limiting loss and improvising overall efficiencies- Project management experience involving project planning, scheduling, forecasting & budgeting, real-time adherence, risk management & optimizing team utilization. Excellent communication skills clubbed with logical approach and in-depth knowledge of speech and text analytics useful for planning and strategizing business policies effectively- Proactive, dynamic & well-rounded professional with an ability to motivate team & manage large cross-functional workforce in mission critical & challenging environments. Proven ability in building & adapting collaborative environments using Agile & Waterfall methodologies to systematically implement short & long term projects.
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