Customer Service Delivery
Resume:
Nikitha Williams
An optimistic and positive professional looking forward to secure a challenging
position where I can effectively contribute competent management,communication, problem solving and technical skills.
Orlando, FL
*****************@*****.***
WORK EXPERIENCE
Datalogics - an Adobe’s Portfolio company - Technical Sales Engineer / Manager November 2019 - November 2022
Lead/Participate discovery sessions with global clients to understand/identify pain points in their business, collaborate with cross-functional teams to solve the clients business/technical problems.
Fully understand the technical aspects of PDF SDK's and other related software/ products, articulate, and sell the benefits to new and existing global clients at all levels examples including - Government agencies, Legal firms, Engineering firms, educational firms, Healthcare and more.
Assist organizations to select,monitor, manage and optimize their budget for SaaS, OEM and in house business models by recommending new and improved products that help/grow their production /business.
Responsible for the development and delivery of reporting and presentations to support executive decision-making and provide key metrics and performance indicators for the business.
Plan documentation and work with engineers / Technical support on how to evaluate, integrate, and govern the newly adopted IT best practices for SaaS/ OEM adoption.
Establish processes to drive effective joint business planning and execution with partners.
Secure orders, negotiating the best contract terms, license provisioning for user, on boarding, guarantee product standards and assure product delivery. Create sales materials/ product materials to present to customers and for company's in house usage. Develop accurate forecasts, document workflow and manage sales activity in Salesforce.com.
Conducts primary and secondary qualitative and quantitative market research to identify trending business models and packaging and pricing strategies for current and new SaaS product initiatives.
VinaKom Communications, a telecom company- Computer Network QA January 2017 – November 2019
Coordinate between Clients, Vendors(ATT, CenturyLink, XO Communications, Comcast, GTT etc.,) Network Engineers, Field Technicians, Project Managers & technicians with project implementations and support. Troubleshoot technical issues, effectively handle objections and facilitate help with service issues. SKILLS
Technical understanding.
Product knowledge.
Communication skills
Presentation skills.
General programming skills.
Problem solving.
Engineering adaptations
of products, equipment,
and services.
Requirements analysis
Account Management
Project Management
CRM
Interpersonal
Leadership
Teamwork
Structural Analysis
Attention to detail
Educational commitment
Written and
verbal communication
Research skills
Multilingual
Develop and maintain strong customer service management, billing, service delivery, Quality control, and analysis. Ensure SLA compliance via robust monitoring system and conduct retention activities as required. Deliver product awareness, skills transfer and product education session for other team members. Manage field technicians by assigning tasks /Work Orders as per the projects.
Function according to the organization's business plan to design and organize a network that can help the organization achieve its goals. Maintains user confidence and protects operations by keeping information confidential. Determine specific network hardware, software requirements & equipment configuration. Determines / Improves systems operational objectives by studying business functions; gathering information; evaluating output requirements formats and contributing to team efforts.
Actively work according to OSI model, latency issues, packet loss, MTR tests, utilization of the fiber, MPLS, T1, WAN, LAN, DIA, DyIA,PRI, Analog Handoffs, SIP Trunks, Data Centers, POTS and other services. Also, work on Mavi phones, ESXI, GUI, Meta Switch, configuring phones, creating extensions, Voicemails, virtual machines, PBX, NTP, inbound routes and more.
Excellent collaboration / documentation of daily technical issues, work orders, credit issues, disconnections as per the company policies/ SLA. GENPACT ( Medtronic) - Business Process Management Company - Process Associate
July 2014 – July 2015
Point of contact for all estimated shipment data matters, measures, research, determining priorities, and monitor, manage, resolve total overall backlog, tracking and reporting back to management.
Facilitation of the overall integration of the organization and improving processes to build scalability.
EDUCATION
University of Illinois, Springfield IL- Masters of Science in Computer Science
[Cumulative GPA: 3.83]
2015 – 2016
JNTU, India - Electronics and Communications Engineering
[Cumulative GPA: 3.76]
2010-2014
**Referrals available upon request**
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