Diksha Tiwari
@dikshatiwari5
I build scalable training, onboarding, and customer operations for high-volume service teams.
IndiaWhat I'm looking for
At Cognizant Technology Solutions, I design and facilitate end-to-end training for new hires and tenured associates while managing onboarding readiness, identity validation, VDI access, and Okta workflows.
I also provide floor support as a Subject Matter Expert, mentor front-line agents, supervise nesting cohorts, and use WBR and MBR reporting to improve quality and performance metrics.
Across Cognizant, Myntra, Accenture, Snapdeal, and DishTV, I've resolved high-volume customer cases, handled sensitive social-media escalations, supported Google Play Store customers, and led shift workflows during peak periods.
Experience
Work history, roles, and key accomplishments
Provides real-time floor support and mentoring to front-line agents, resolving escalated customer issues. Guides cross-functional teams to improve QA parameters and KPIs, and supervises new-hire cohorts during nesting phases.
Training & Operations Specialist
Designs and facilitates end-to-end training lifecycles for new hires and tenured associates. Governs onboarding operations, tool administration, and identity verification workflows, and prepares WBR/MBR reports for leadership.
Processed over 60 multi-channel customer cases daily under stringent SLA guidelines. Maintained top-tier productivity and data accuracy benchmarks, consistently surpassing team scorecards.
Customer Support Associate
Myntra Pvt. Ltd. (Xpheno)
Apr 2021 - Jan 2022 (9 months)
Monitored public-facing brand equity by resolving complex customer tickets from social media channels. Managed and permanently resolved over 100 active customer tickets per day.
Delivered technical problem-solving assistance and product support for consumer accounts using the Google Play Store ecosystem.
Process Associate
Snapdeal.com
Mar 2015 - Jun 2016 (1 year 3 months)
Executed targeted outbound communication campaigns and dedicated email workflows to clear high-priority escalations.
Customer Support Executive
DishTV Pvt. Ltd.
Jan 2013 - May 2014 (1 year 4 months)
Managed high-volume inbound customer requests while meeting sales goals through strategic upselling. Appointed as Acting Team Lead to oversee shift workflows and assist team members during peak periods.
Education
Degrees, certifications, and relevant coursework
Gorakhpur University
Master of Commerce, Commerce
Master of Commerce degree from Gorakhpur University, completed in 2014.
Gorakhpur University
Bachelor of Commerce, Commerce
Bachelor of Commerce degree from Gorakhpur University, completed in 2011.
UP Board
Higher Secondary, General
Higher Secondary (12th) from UP Board, completed in 2008.
UP Board
High School, General
High School (10th) from UP Board, completed in 2006.
Cognizant
EDGE Certification, Professional Development
EDGE Certification from Cognizant, completed successfully.
Udacity
Nanodegree, Digital Marketing
Digital Marketing Nanodegree from Udacity.
Fundamentals of Digital Marketing, Digital Marketing
Fundamentals of Digital Marketing certification from Google.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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