Summary
Overview
Work History
Education
Skills
Few Clients Names with whom I have collaborated with
Timeline
Generic

Ritika Dhillon

Union City

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

9
9
years of professional experience

Work History

Associate Manager-Customer Success

KloudGin, Inc.
05.2023 - Current
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
  • Remedied issues and conflicts among workers using negotiation and active listening.
  • Oversaw training and onboarding process for all newly hired employees within CX team
  • Work with the Customer Experience team to manage and implement KloudGin solutions for customers
  • Defining Product Roadmaps
  • Identifying new opportunities and assignments which will contribute to the growth of the account and ensure revenue targets are met
  • Interfacing with the Global Delivery Team to ensure quality and timely project delivery
  • Building Automation Architecture team
  • Project staffing to ensure quality deliverables
  • Assist in risk assessment and mitigation activities
  • Worked with Different partners to collaborate and expand KloudGin Solution's.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Helped with planning schedules and delegating assignments to meet coverage and product demands.
  • Developed strategy to increase sales and drive profits.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

Associate Manager -Customer Success

KloudGin SaaS India Pvt Ltd
04.2020 - 05.2023
  • Analyzing technology, understanding resource needs, and evaluating market demand.
  • Be involved in requirement gathering sessions and ensure the technical feasibility of the requirements.
  • Lead the initiation and planning of a project by making detailed project plans, directing integration of technical activities, resolving issues, and keeping projects on schedule along with checking resource availability.
  • Early identification of risk by performing SWOT analysis in the initial phase of the project planning to reduce project risks and preparation of mitigation strategies.
  • Reviewing and revising project plans to meet changing requirements of the project.
  • Addressed and resolved customer inquiries to foster superior standards of service by managing customer escalations and resolving issues.
  • Writing new project proposals and statements of work and formally presenting them to customers.
  • Weekly cadence meeting with existing customer to provide project status to developing/maintain strong relationships with key customer stakeholders.
  • Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement by monitoring customer satisfaction metrics, analyzing data and creating reports .
  • Implemented revenue strategies through statistical analysis.
  • Collaborating with sales and marketing teams to identify opportunities to upsell and cross-sell products and services to existing customers.
  • Developed existing team into high productivity, results-oriented unit through creative initiatives by conducting regular training sessions for Customer Success Representatives to ensure they have the skills and knowledge needed to effectively support customers
  • Coached and mentored new employees on company policies and procedures. Assisted with new employee training and conducted performance reviews to track overall progress.
  • Interviewed potential job candidates and made hiring recommendations to general manager.
  • Conducted quality, timely performance feedback and performance appraisals.
  • Staying up-to-date with industry trends and best practices in customer success management and leveraging that knowledge to drive continuous improvement within the organization
  • Identified operational process inefficiencies to recommend necessary improvements.
  • Implemented agile development practices across multiple projects, ensuring timely delivery of high-quality solutions within budget constraints.

Project Lead

KloudGin SaaS India Pvt Ltd
04.2019 - 03.2020
  • Developed and updated project plans including information such as objectives, technologies, schedules, funding and staffing.
  • Identified and managed linkages and dependencies between projects.
  • Analyzed causes and implemented solutions to technical and system issues.
  • Coordinated internal resources, third parties and vendors for flawless execution of projects.
  • Developed improvement processes for operational use by team to verify successful completion of projects.
  • Evaluated data and conducted ROI analyses to measure success of projects.
  • Measured project performance using appropriate systems, tools and techniques.
  • Used appropriate verification techniques to manage changes in project scope, schedule and costs.
  • Consulted with clients and project managers to analyze business needs for specific projects.
  • Planned, scheduled and coordinate project activities to meet deadlines.
  • Submitted project deliverables to clients, ensured adherence to quality standards.
  • Assigned duties and responsibilities to project personnel.
  • Created project status presentations for delivery to customers and project personnel.
  • Assist in technical audits and implementation of audit compliance recommendations
  • Participated in the full software development life cycle (SDLC) from requirements gathering through system implementation.

Senior Software Engineer

TEKsystems
04.2017 - 03.2019
  • Communicated with users to locate and fix service and development issues.
  • Facilitated root cause analysis of common system issues to meet customer needs.
  • Mentored newly hired software engineers through routine coaching and training opportunities.
  • Monitored systems for defects and employed bug resolution and virus protection efforts.
  • Suggested improvements to systems and processes, improving efficiency and competitive company posture.
  • Developed and directed software system testing and validation procedures.
  • Developed high-quality, scalable APIs using Java
  • Automated system tasks using scripts and support tools.
  • Researched new technological innovations and vendor packages to adjust to market trends.
  • Reviewed software documentation to maintain adherence to industry standards and prevent discrepancies.
  • Created user interfaces for complex software applications.
  • Used version control systems to track code changes and bug fixes.
  • Utilized bug tracking system to report defects to software developers.
  • Tested and modified existing computer programs to improve performance or functionality.
  • Wrote detailed technical documentation outlining system architecture, coding conventions and best practices.

Software Engineer

TEKsystems
04.2016 - 03.2017
  • Integrated existing software into new or modified systems or operating environments.
  • Designed and coded new software or modified existing software to add new features.
  • Drafted and maintained software documentation.
  • Implemented software solutions to enhance operational efficiency.
  • Enhanced software components using object-oriented programming languages.
  • Analyzed user requirements to derive software design and performance requirements.
  • Developed simple data queries for existing or proposed databases or data repositories.
  • Implemented algorithms to meet or exceed system performance and functional standards.
  • Recommended and implemented suggestions for improving documentation and software development process standards.
  • Developed and executed test procedures for software components.
  • Wrote well-designed, testable code.
  • Modified existing software to correct errors, adapt to new hardware or upgrade interfaces.

Trainee Engineer

TEKsystems
06.2015 - 03.2016
  • Documented designs using 3D solid and 2D drafting software.
  • Collaborated with team members on project tasks and assignments.
  • Compiled and analyzed data to identify trends and potential problems.
  • Conducted research to develop new engineering products and processes.
  • Monitored and adjusted systems to optimize performance.
  • Conducted root cause analysis on component failures.
  • Implemented or tested design solutions.
  • Wrote algorithms or programming codes for ad hoc applications.

Education

BACHELOR OF ENGINEERING - COMPUTER SCIENCE & ENGINEERING

CHITKARA UNIVERSITY
Rajpura, Punjab, India
05.2015

Skills

  • Good In Public Speaking and designing Project Plan and SOW to implement projects with startegic planning including Strategic Risk Management
  • Performance Tracking and Evaluations
  • Escalation Management
  • Programming Skills-Java,JDBC,Servlets,JSP,C,C,PL/SQL,SQL,JavaScript,HTML,CSS,Angular JS,SQR,Linux(basic),Shell Script
  • FrameWork- REST,SOAP,Struts,Spring,SpringBoot,Seam,Hibernate
  • Application Server- Jboss,tomcat
  • Databases- Oracle,MYSQL,Mongo
  • Operating System- Windows,Linux
  • Methodologies- Agile,Waterfall,Spiral,Scrum
  • Build Tool- Maven ,Ant, Jenkins
  • IDE's - Eclipse,SoapUI,Postman, Jboss,Netbeans,Oracle Form Builder,SQl Developer,PL/SQl Developer, NoSQLBooster,DBeaver

Few Clients Names with whom I have collaborated with



  • Arizona Public Services
  • Louisville water Company Kentucky
  • Hawaiian Telcom
  • TETRA Technologies
  • California Water Services
  • Best Western Hotels & Resorts


Timeline

Associate Manager-Customer Success

KloudGin, Inc.
05.2023 - Current

Associate Manager -Customer Success

KloudGin SaaS India Pvt Ltd
04.2020 - 05.2023

Project Lead

KloudGin SaaS India Pvt Ltd
04.2019 - 03.2020

Senior Software Engineer

TEKsystems
04.2017 - 03.2019

Software Engineer

TEKsystems
04.2016 - 03.2017

Trainee Engineer

TEKsystems
06.2015 - 03.2016

BACHELOR OF ENGINEERING - COMPUTER SCIENCE & ENGINEERING

CHITKARA UNIVERSITY

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Ritika Dhillon