Nishit Dave
About Nishit Dave
Nishit Dave is a Project Manager specializing in Speech Analytics and Data Intelligence Solutions at Medallia in Toronto, Canada. He has extensive experience in customer experience insights, contact center operations, and workforce management, having worked in various roles at Etech Global Services prior to his current position.
Current Role at Medallia
Nishit Dave serves as a Project Manager in Speech Analytics and Data Intelligence Solutions at Medallia since 2021. In this role, he focuses on utilizing speech analytics tools to enhance customer journey mapping and agent performance. His responsibilities include managing projects that aim to optimize contact center operations and improve efficiencies. Dave's expertise in data intelligence solutions supports the organization's goal of delivering superior customer experiences.
Previous Experience at Etech Global Services
Nishit Dave has a comprehensive background at Etech Global Services, where he held multiple roles from 2014 to 2020. He began as a Quality Assurance Analyst and progressed to positions including CX Quality Lead and CX Insights Manager. Throughout his tenure, he managed over 30 projects, focusing on customer service and sales KPIs. His experience includes conducting sentiment analysis and generating insights across various industries, such as retail and telecom.
Education and Certifications
Nishit Dave completed his schooling at St. Xavier's High School in Gandhinagar, where he studied from 1996 to 2009. He earned a Bachelor of Engineering in Computer Engineering from Shankersinh Vaghela Bapu Institute of Technology between 2009 and 2013. In 2021, he obtained a Graduate Certification in Business Analytics from Seneca College, enhancing his analytical skills relevant to his current role.
Expertise in Customer Experience and Analytics
Nishit Dave possesses significant expertise in generating insights related to customer experience and sales. He has hands-on experience in setting up Command Centers and optimizing contact center operations. His skills include workforce management, scheduling, forecasting, and real-time adherence. He employs a logical approach to planning and strategizing business policies, leveraging his knowledge of speech and text analytics.
Project Management Skills
Nishit Dave has demonstrated a proven ability to manage projects using both Agile and Waterfall methodologies. He focuses on building collaborative environments that foster teamwork and efficiency. His project management skills encompass planning, execution, and monitoring, ensuring that customer service and sales objectives are met across various contact center cross-functional teams.