Dikshant Bisht
Operations Lead
Summary
Business Leader with proven ability to develop and implement business management goals. Create business strategies, allocate resources, find ways to increase productivity, and assess employee performance. Motivating Team Lead with 8 years of experience in leadership roles. Skilled at designing and following production schedules with a proven history of maximizing productivity for employee production. Dedicated to safety, efficiency, and proactive organization. Energetic professional with 11 years of experience in the customer service sector. Punctual employee following safety procedures and protocols to avoid mishaps. Considered a valuable and hardworking employee.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Team Leader (IT Operations)
Accenture Service Pvt. Ltd OhioHealth Project
09.2022 - Current
- OhioHealth is a Clinical project and providing technical support to OhioHealth employees.
- Transitioned the technical Service Desk for medical project.
- Monitored project progress, identified risks and took corrective action as needed.
- Developed comprehensive project plans, outlining scope, objectives, deliverables, and deadlines for successful transitions.
- Enhanced client satisfaction with smooth project transitions through regular status updates and transparent communication.
- Leading technical Service desk of 49 resources.
- Delivering client deliverables and SLA's.
- Increased overall productivity by automating repetitive tasks through custom script development.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Evaluated customer needs and feedback to drive product and service improvements.
- Collaborated with cross-functional teams to identify business requirements for IT projects, ensuring alignment with organizational goals and objectives.
Team Leader
Wendy's Project
11.2019 - 08.2022
- Leading a retail Service Desk and Escalation team of 35 team member who Troubleshot IT related issues (hardware, software, network, peripherals) and resolved problems with hardware and software.
- As a part of pilot project I’ve recruited, trained, and mentored support teams with emphasis on customer service.
- Transitioned the projected and stable the project. Delivered all the client SLAs as agreed while working from home as well.
- Worked in ideation and with Automation team to improve the project.
- Presenting WBR deck to the Accenture leadership
- IT Specialist with Practical Experience of managing multiple Teams and meeting Client Demands
- Successfully handled all escalations from the team members as well as clients thereby creating a positive work environment to achieve business objectives.
- Understood and adhered to Accenture requirements for workplace and workstation security and the protection of sensitive, personal and Accenture client information.
- Developed employees to a high level of competency and prepared them for career advancement opportunities.
- Facilitated team meetings to ensure effective communications and that all team members had the most current information available.
- Applied ITIL principles while managing a structured, process-driven IT Service Desk
- Got recognized for my contribution and was promoted.
Team Leader
Google Project
12.2014 - 11.2019
- Worked for Google project on Team lead role
- Led team of 30+ members while providing exceptional customer service.
- Support users from phishing and account hacks of their Google accounts
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Decision making in critical and day-to-day situations.
- Assigned monthly employee tasks and monitored activity and completion.
- Responsible for compliance for all processes and policies
- Collaborate with team in forecasting, scheduling and leave planning.
- Worked with team members to improve performance and implement training updates.
- Held meetings with employees to evaluate performance and make plans for improvement.
- Responsible for Goal setting, Performance reviews and development plan for all direct reports
- Client Interactions to facilitate real time updates to the agents on the Production Floor
- Manage churn / attrition of team members
Subject Matter Expert
FIS
10.2013 - 12.2014
- Led multidisciplinary, continuous quality improvement program to improve patient outcomes.
Analyst
IBM
01.2012 - 10.2013
- Responded to customer requests for products, services and company information.
Education
Bachelor of Computer Applications -
Institute of Management Education - Sahibabad
08.2008 - 05.2011
12th: CBSE Board - undefined
DAV Public School - Haldwani
04.2008 - 05.2009
10th: UP Board - undefined
VK Public School - Kanpur
03.2006 - 05.2007
Skills
Operations monitoring
Client relations strength
Project transitioning
Process development and training
Excellent team building strengths
Reporting and strategic planning
Performance monitoring and improvement
Project management
People Management Skills
Performance monitoring and improvement
Certification
ITIL V4 Certification
Accomplishments
- Promoted to SME after only 8 months of employment in Accenture
- Promoted to Team leader within 2.5 years due to outstanding work performance
- Collaborated with team of 30+ members in the development of project by implementing ideas
- Earned the Start Business Award for 2 years in a row for documenting, redesigning, and improving business processes
Marital Status
Married
Father Name
MR. Puran Singh Bisht
Area Of Interest
People Management
Personal Information
- Date of Birth: 01/09/1991
- Nationality: Indian
Timeline
Team Leader (IT Operations)
Accenture Service Pvt. Ltd OhioHealth Project
09.2022 - Current
Team Leader
Wendy's Project
11.2019 - 08.2022
Team Leader
Google Project
12.2014 - 11.2019
Subject Matter Expert
FIS
10.2013 - 12.2014
Analyst
IBM
01.2012 - 10.2013
Bachelor of Computer Applications -
Institute of Management Education - Sahibabad
08.2008 - 05.2011
12th: CBSE Board - undefined
DAV Public School - Haldwani
04.2008 - 05.2009
10th: UP Board - undefined
VK Public School - Kanpur
03.2006 - 05.2007