NIKHIL SANKA
VAUGHAN,Ontario
Summary
Customer success and operations manager with a background in onboarding, account management, escalations, and service delivery across public-sector and commercial clients. Managed 50+ accounts, supported regulated onboarding workflows, and built a Power BI reporting process that cut daily KPI and SLA preparation from about 60 minutes to five.
Overview
4
4
Languages
1
1
Certification
12
12
years of professional experience
Work History
Operations & Customer Onboarding Manager
Parsons Inc.
, Ontario
01.2022 - Current
- Managed relationships for 50+ customer accounts across municipal, public-sector, fleet, and commercial organizations; coordinated engagement and onboarding processes while resolving escalations.
- Supported end-to-end DriveON onboarding by reviewing insurance, registration, and tax documents.
- Serve organizations including TTC, Toronto Fire Services, Durham Regional Police, GIP, Sarens Canada, and a 27-location Kal Tire network.
- Built a refreshable Power BI workflow for daily contractual KPI and SLA reporting, reducing report preparation from approximately 60 minutes per lead to five minutes for the automated process.
- Performed user acceptance testing and sign-off for ParsonsGPT, an internal AI tool; delivered knowledge transfer to support use in ticketing and customer calls.
- Led webinars, roadshows, and hands-on demonstrations for automotive technicians; leveraged technical and regulatory knowledge to address adoption concerns and effectively resolve customer interactions.
- Provided expert recommendations for equipment selection to meet customer needs., customer proposals, and procurement, including equipment purchasing for Sarens Canada.
Real Estate & Property Administration Coordinator
Family-Owned Ontario Property Portfolio
01.2021 - Current
- Coordinated purchasing, leasing, stakeholder inquiries, payment tracking, and administrative workflows for four Ontario properties, enhancing operational efficiency.
- Prepared transaction and lease documentation; coordinated paralegal review and notarization, ensuring compliance and accuracy in records management using DocuSign and REALM.
- Managed tenancy operations for family-owned properties for family-owned Ontario property portfolio office operations.
- Managed lease files, renewals, and tenant correspondence with consistent accuracy.
- Scheduled maintenance requests with contractors, landlords, and site staff.
Team Lead – Customer Success & Quality Training
Ontario Health
01.2020 - 01.2022
- Led Ontario Health team operations across daily service workflows.
- Coached staff on Ontario Health policies, procedures, and service standards.
- Facilitated adoption of provincial digital platforms by healthcare providers through presentations, demonstrations, coaching, and issue resolution.
- Collaborated with internal teams to fulfill customer needs and convey regulated technology requirements.
- Coordinated workload priorities with clinical and administrative stakeholders.
Customer Service Agent
Ontario Health
01.2017 - 01.2020
- Responded to patient and provider inquiries through Ontario Health contact channels.
- Reviewed service requests and directed calls to correct health program teams.
- Documented interactions in customer records using Ontario Health systems.
- Delivered technical guidance to healthcare organizations on regulated digital platforms; documented interactions and follow-ups in CRM systems to ensure compliance and support service continuity.
Customer Service & Collections Agent
Provident Submetering
01.2015 - 01.2017
- Handled billing inquiries, managed customer accounts, negotiated solutions, and performed CRM follow-ups to ensure customer satisfaction.
- Executed tenant collection processes for submetering accounts to ensure timely payments.
- Communicated with residents about overdue water and utility charges to facilitate payments.
- Reviewed account balances and payment histories for accuracy.
Education
BBA - Business Technology Management
Seneca Polytechnic (Seneca College)
Skills
- Customer success: Account management, customer onboarding, escalations, customer training, stakeholder engagement, account activation, KPI/SLA reporting, UAT
- CRM & service: Salesforce, HubSpot, Microsoft Dynamics 365, Zendesk, Remedy, AWS Connect, Mitel, Five9
- Analytics & platforms: Power BI, Excel, Microsoft Office, Microsoft Azure, AWS, Google Cloud Platform, DocuSign, REALM, AI-assisted workflows
Certification
Six Sigma; Licensed Emissions Auditor; NICE Actimize
EDUCATION & CREDENTIALS
Languages: French, Telugu, Hindi
Accomplishments
- 50+ accounts: Managed customer relationships across a broad Ontario territory, including public-sector organizations and multi-site commercial operators.
- 10,000 facilities: Contributed to large-scale DriveON facility onboarding through compliance verification, customer training, and account activation.
- ~92% faster reporting: Automated recurring Power BI reporting from standardized CSV exports, cutting preparation time from one hour to approximately five minutes.
Languages
English
Native/ Bilingual
Telugu
Native/ Bilingual
Hindi
Professional
French
Professional
Timeline
Operations & Customer Onboarding Manager
Parsons Inc.
01.2022 - Current
Real Estate & Property Administration Coordinator
Family-Owned Ontario Property Portfolio
01.2021 - Current
Team Lead – Customer Success & Quality Training
Ontario Health
01.2020 - 01.2022
Customer Service Agent
Ontario Health
01.2017 - 01.2020
Customer Service & Collections Agent
Provident Submetering
01.2015 - 01.2017
BBA - Business Technology Management
Seneca Polytechnic (Seneca College)