Nivedita Mishra

• India SPOC for providing inputs into Employee engagement initiatives and events focusing on Community Management, Reception/Concierge, Health & Wellness, Hospitality, F&B & Sustainability
• Part of multiple core groups within the office in upholding the culture of the firm. Leading the efforts within Design Experience as well Research Champion for the India office, successfully leading efforts within both spheres as part of the larger organization.
• Driving sessions & guiding account teams in the curation of Journey Maps and HX playbooks
• Building expertise in workplace strategy and understanding various businesses to deliver workplace efficiency, effectiveness and elevating the employee experience in planning future campuses/workspaces.
• Supported sales enablement in RFP process, supporting the renewal of contracts with a focus on HX deliverables,in several capacities from front ending client interactions, to managing projects and successful delivery.
• Co-created HX toolkit a one-stop solution equipped with community calendars, cookie-cut comms templates, newsletters & uniform guidelines
• Supporting teams in tracking feedback through hybrid insight and suggesting opportunities for improvement.
• Facilitated workshops to gather stakeholder insights and Workplace Strategy to improve workplace effectiveness and overall employee experience in the new office.
• Successfully navigated and helped translate the proposed strategy into design as well as led the change management process for the upcoming office

Team deployment

• Setup Experience team (XAs + Front Office) for Accenture Pan India
• Host of the House, Go-to team for Workspace queries and supported &lead a team responsible for designing experiences across the workplace, food, wellness, and events for a 40,000 person company across 13 sites.

Supporting the change

• Lead and Sustain OpenWork Practices for Bangalore sites .
• Clear Desk Nudges Pre-covid
• Developed and led trainings for Client Facing teams GSC India to support RTO – 90 members covered.
• Strategized community engagement model and experience roadmap for all client sites in India.

Community Activation

• Supported over 300+ events over last 5 years in Accenture
• Supporting HX activations for West Asia (Pune,HYD,BLR,MUM)

MyDay Deployment

• Set up & Support MyDay in more than 17 buildings across 3 entities in India – Content Collation, Floor Plan verification & markings
• POC for liaison with program team on query support • Launch activities + feedback reporting
• Championed a company culture focused on delivering exceptional service, fostering employee alignment and dedication towards meeting clients' expectations.
• Trained & Oversaw 30 member CX team with effective morale-building strategies, cutting-edge training and motivational coaching on established practices, standards and requirements for enhancing Customer Experience
• Organized and executed Monthly CRM Connects with various key Stakeholders and Accenture Leadership across India sites during Workplace communities connect
• Created regulated Greetings, Facility Safety Briefings & SOP to be followed across Client facilities to ensure smooth processing of Clients upon arrival and exit
• Conceptualized & created Etiquette posters, Newsletters & new-hire workplace orientation program
• Ideated & implemented RTO strategies across the account to engage, understand, support & encourage employees to return to work
• Budgeted and reviewed experience Programs across the region
• Tracked performance of direct reports regularly and conducted performance management reviews, recommended training programs in accordance.

• Overseeing VIP guests, arrivals and departures
• Advance liaising with various government agencies and protocol offices for VIP movement
• Liaising with Ministries of Home Affairs and External Affairs and Embassies for pre-planning of the various dignitary movements
• Maintaining a journal of guest Food and Beverage preferences
• Supervising the visual and service aspects of the lounge and disseminating duties to subordinates maintaining MIS shift wise
• Regulated appropriate staffing levels to meet business and customer requirements
• Supervised 20 administrative and daily Operations personnel and provided constructive feedback that boosted morale and led to an increase in employee retention
• Kept accounts in balance and ran daily reports to verify totals
• Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.

• Supported VIP guests in a close and attentive manner and kept hotel staff apprised of specific needs
• Planned customized itineraries for guests, which included VIP lodging and Weekend activity, resulting in the promotion of local tourism and entertainment industries
• Oversaw and optimized performance and services in the lobby and guest lounge spaces
• Managed a team of 5 front office Associates and 3 Guest Relations Associates, promoting a positive work environment through effective communication, active engagement and hands-on assistance
• Arranged special accommodations for guests to maintain optimal satisfaction
• Educated patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism
• Managed customer complaints and rectified issues to complete satisfaction
• Educated guests about available amenities and coordinated the delivery of services.

• Responded politely to passenger complaints regarding ticketing and baggage handling
• Operated full cabin management systems, including Inflight Crew system
• Restocked and organized food, beverage and passenger items inventory
• Attended training in customer service, conflict resolution techniques, and safety procedures to remain current on new requirements and procedures
• Handed out headphones, blankets and other items to passengers as requested
• Instructed passengers on all safety and emergency procedures and answered any questions
• Followed safety, passenger and supply pre-flight checklists
• Kept cabin neat, clean and professional in appearance
• Managed the refreshments cart at scheduled intervals to give passengers food and beverages.