NIKHIL PARASHAR

• Oversaw entire product deployments from vision and creation to rollout and delivery.
• Owned and prioritized product backlog.
• Coordinated with software developers to create custom applications and trackers to achieve client goals.
• Collaborated with development team on [Type] services and tasks.
• Managed implementation of new features by outlining plans and specifications such as how, where and when each component would work.
• Allocated and approved team resource usage.
• Focused on building critical features up front in order to identify constraints and technical challenges.
• Continually maintained and improved company's reputation and positive image in markets served.

Lead technical direction for MerchantForce; improvised CSAT scores; ownership of SOX control; Global Portfolio Realignment process improvements; maintained effective partner relation to serve 6000+ clients; led a team of 8 members. following Agile and Scrum principles.

• Attained best employee pulse score Tech Leader rated based on the Annual Colleague Experience Survey.
• Effectively managed stakeholders to deliver value-driven servicing roadmap, excellent Customer Satisfaction Survey feedback.
• Evaluated the effectiveness of the operational risk to ensure adherence with 100% SOX Compliance.
• Increased customer experience quality score to 97%; quality framework customization enhanced service improvement.

Implemented process enhancement towards cost optimization; support 5700+ global end-user; led 6 technical support engineers Scrum principles.

• Led 10M accounts realignment delivery with ZERO faults and on time; Drove business growth through portfolio realignment
• Managed 6 members team that exemplified company values, improved SLA and quality while increasing productivity

Identified, planned, and implemented features and functions for Salesforce; understand interdependencies between business processes and systems to implement change; ensured compliance to Service Level Agreement metrics; supported 5000+ customers engineers Scrum principles.

• Reduced 25% case volume; improved platform by identifying repeat cases; conducted training and process automation
• Initiated strategies to reduce case volume and exceeded expectations by achieving YTD avg case closure time to less than 3 days.

• Retained and grew portfolio of relationships by performing proactive, mobile and value-adding partnership role.
• Monitored, followed-up and escalated cases to meet customer response commitments.
• Maintained and built close relationships with customers through regular contact and visits.
• Facilitated meetings and discussions between client and [Type] team.
• Promoted, structured and provided [Type] advice customized to best meet [Type] needs of customers.
• Liaised with clients by phone, email and text messaging to meet client needs and define expectations.
• Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.

• Operated register to process payments and collect cash payment for order totals.
• Maintained productive, efficient approach to all tasks.
• Contributed to team success by completing jobs quickly and accurately.
• Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.

• Analyzed and developed service goals for in-bound call center.
• Tracked KPIs and created continuous improvement plans.
• Increased customer satisfaction ratings to [Number]%.
• Developed and implemented training initiatives for new hires.