Customer Service Human Capital

NILKANTH PATEL

Atlanta, GA • 415-***-**** • ********.*@*****.*** • linkedin.com/in/nilkanthpatel1933

SUMMARY

Experienced individual passionate about building and delivering innovative solutions with tangible customer impact; 10+ years of cross-industry across Consulting, Retail and Human Capital & Customer Service; Strong track record of leading cross-functional teams to streamline processes, deliver cost savings and optimize human capital resource allocation.

EDUCATION

GEORGIA INSTITUTE OF TECHNOLOGY, SCHELLER COLLEGE OF BUSINESS Atlanta, GA

Master of Business Administration (MBA)

NORTHEASTERN UNIVERSITY Boston, MA

Bachelor of Political Science

EXPERIENCE

Itineris Atlanta, GA

Functional Consultant July 2024 – present

Developed and presented business scenario documents detailing water utility company workflows, highlighting key action items, and illustrating existing out-of-the-box processes and potential system enhancements through workshops.

Collaborated with finance, billing, collections, and end-user teams to understand current workflows, challenges, and objectives.

Configured Microsoft Dynamics 365 modules, ensuring compliance with business requirements and provided best practices for system security and role-based access controls.

Developed training materials to support adoption and knowledge retention and demo basic functionality of the UMAX CIS system

North Highland (previously UMT360) Atlanta, GA

Senior Consultant January 2023 - May 2024

Created and maintained a multi-page software configuration document for a consumer health organization; shared updates to stakeholders regarding configuration of the NH360 portfolio management tool

Resolved an average of 7 support tickets per day; reviewed and streamlined ticket resolution process to increase CSAT scores, reduce operational disruptions and improve SLA performance by 40%

Ernst & Young Atlanta, GA

Consultant October 2021 - January 2023

Developed comprehensive training materials, including process documentation and video scripts, to support the nationwide launch of refreshed on-demand telemetry tool, improving the identification, prioritization, and tracking of network impairments.

Designed and prioritized UAT and end-to-end test scripts working with the field engineers, identifying defects in telemetry tools and documenting issues and change requests for the development team to address during the testing phase.

Created a detailed post-launch plan, outlining processes for logging defects and enhancement requests, and providing visibility into status updates via SharePoint and release notes.

The Home Depot Atlanta, GA

Senior Business Analyst March 2020 - September 2020

Defined scope of development for new product features and on-going enhancements within Salesforce ERP system; implemented features in partnership with development teams to reduce process cycle time by 15%

Tested new system capabilities and feature upgrades; Logged and tracked technical issues and collaborated with developers to complete fixes before rollout to general user base

Randstad Professionals U.S. Atlanta, GA

Business Services Analyst August 2018 - March 2020

Reconciled VMS system timecard data with company timecard data weekly to ensure accurate payroll and billing while managing a portfolio of customer accounts, performing detailed analysis and reconciliations to maintain account accuracy.

Led the successful migration of manual Managed Service Provider (MSP) processes to an offshore team in India, designing comprehensive training. Achieved cost savings exceeding $100,000, equivalent to two full-time employees.

Managed 50 payroll portfolio accounts, delivering detailed weekly pay/bill discrepancy reports to 10 account teams, offering insights into account performance and operational efficiency. Achieved a 35% reduction in days’ sales outstanding (DSO), boosting the company’s cash position by $220,000.

Provided guidance and training to field partners, improving their understanding of timecard and billing processes

ADDITIONAL INFORMATION

Skills: G Suite, Confluence, Microsoft 365, Azure DevOps

Volunteering: Lead children’s volunteer at BAPS Charities in the Atlanta chapter

Languages: Gujarati, Hindi

Other: Sports Fan, Avid Reader, Investor, Amateur Chef

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