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Diksha Ashish Bisht

@dikshaashishbisht

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Transformation leader driving global business operations and customer success through SOPs, analytics, and leadership.

India

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What I'm looking for

I’m looking for a role where I can lead transformation across operations and customer success—building SOPs, optimizing processes with analytics, automating workflows, and coaching teams to improve SLAs, retention, and client satisfaction.

I’m a transformation leader with 17+ years of experience driving global business operations and customer success across Ed-Tech, BFSI, and Telecom. I focus on operational excellence through clear SOPs, process optimization, and measurable performance.

In my recent role as Team Leader – Global Student Success, Operations and Quality at Quacquarelli Symonds, I led a global team of 50+ professionals and achieved 120% SLA compliance through structured mentoring, performance reviews, and skill development. I designed global SOPs for enrollment and quality operations, reducing turnaround time by 95% across 10+ international accounts. I also built a metrics-driven framework to track KPIs like SLA adherence, forecasting accuracy, and client satisfaction—driving a 30% increase in client satisfaction and 20% higher student retention.

Across client-facing and operational roles, I’ve partnered with directors, product, and analytics teams to streamline reporting, automate workflows, and improve visibility. I spearheaded IVR and Web Form Automation adoption across regions, and created a global QA framework that improved deliverable quality by 50% while supporting compliance with ISMS and GDPR standards.

I’m energized by continuous improvement—whether restoring service levels, strengthening onboarding through Train-the-Trainer programs, or using tools like HubSpot CRM, Tableau, and advanced Excel reporting for decision-making. My work has been consistently recognized through awards such as QS applaud awards and the CEO’s Red Carpet Award.

Experience

Work history, roles, and key accomplishments

Current

Team Leader – Global Student Success

Current

Quacquarelli Symonds

Jun 2022 - Present (4 years 2 months)

Led and developed a global team of 50+ professionals, achieving 120% SLA compliance through mentoring, performance reviews, and skill development. Built global SOPs and a metrics-driven performance framework, improving turnaround time by 95% and increasing client satisfaction and student retention.

Team Leadership SLA SOP Development Process Optimization Forecasting Student Retention Web Form Automation GDPR

Global Account Manager & Student Advisor

Quacquarelli Symonds

Feb 2022 - Jun 2022 (4 months)

Drove a 50% YoY increase in enrollments for King’s College London through targeted outreach and client engagement. Achieved 200% of sales target and implemented a QA and backlog clearance system to restore service levels and improve student satisfaction.

Enrollment Growth Client Engagement Lead Generation Relationship Management QA and Backlog Clearance Service Improvement

Senior Customer Success Manager

Cognizant

Mar 2018 - Nov 2021 (3 years 8 months)

Led operations for healthcare providers and insurance clients, ensuring on-time resolution and 95%+ SLA adherence across high-volume accounts. Improved CSAT/NPS by 20% through trend analysis and client presentations, and supported process improvements including claims and billing error reduction.

Operations Management SLA Healthcare Insurance Operations Client Relationship Management Trend Analysis Claims Processing Billing Operations

Customer Success Manager

Barclay Shared Services

Apr 2013 - Jun 2015 (2 years 2 months)

Achieved 200%+ of sales targets for Barclaycard products while maintaining industry-leading customer satisfaction scores. Designed and delivered training programs for EMBED batch teams, achieving 100% First Point of Contact resolution, and managed escalations to enhance customer experience.

Sales Target Achievement Customer Satisfaction First Point Of Contact Resolution Escalation Management Customer Experience