NIKI COLEMAN
Summary
Director with extensive experience in enhancing operational efficiency and customer satisfaction. Proficient in ITIL V4, leading initiatives that reduce operating expenses and increase self-service capabilities. Demonstrated ability in leadership development and driving impactful organizational change.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Director Managed Application | Incident Response
SS&C Technologies
Jacksonville, FL
11.2020 - Current
- Led cross-functional teams, driving collaborative solutions.
- Directed operations to improve efficiency and increase profit margins.
- Established operational performance metrics to measure KPIs, MTTA, and MTTR.
- Developed policies and procedures to ensure compliance with corporate standards.
- Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
- Reduced ticket resolution time by 35%
- Designed and executed a scalable knowledge base, increasing self-service support usage by 40%.
- Spearheaded a department-wide cost-reduction strategy, cutting operating expenses by $200,000 annually.
Director Global Technical Support
Latitude By Genesys
Jacksonville, FL
05.2012 - 11.2020
- Led a global team of over 50 support engineers, improving customer satisfaction scores (CSAT) by 30% over two years.
- Designed and executed a scalable knowledge base, increasing self-service support usage by 50%.
- Oversaw support workflows, ticket management, and SLAs to ensure timely responses, and quality resolutions.
- Collaborated with product development teams to establish and maintain an effective cadence for resolving customer-impacting bugs, ensuring timely and efficient fixes.
- Mentored team members to foster a positive workplace culture, prioritizing employee morale and engagement to drive team performance and satisfaction.
Critical Situation Manager
Latitude By Genesys
Jacksonville, FL
08.2008 - 05.2012
- Subject Matter Expert (SME) for the Latitude product suite, providing advanced technical guidance and expertise.
- Diagnosed and resolved client product issues using SQL queries, Profiler tracing, and in-depth troubleshooting techniques.
- Facilitated post-incident debriefs with executive leadership, delivering actionable recommendations to improve response strategies, and prevent future incidents.
- Provided onsite client support at customer locations, offering tailored solutions to maximize business value from the Latitude software suite, and increase revenue opportunities.
- Mentored and coached lower-tier support staff, enhancing their technical proficiency and efficiency in managing customer requests.
Education
Bachelor of Science - Information Technology
Florida State College
Jacksonville, FLSkills
- Leadership development
- ITIL V4
- Program management
- Strategies and goals
- Client relations
- Hiring and retention
- Cross-functional team leadership
- Change management
Accomplishments
- Exceptional Leadership Award
- Outstanding Leadership Award
- Customer Warrior Award
Certification
- ITIL V4
Timeline
Director Managed Application | Incident Response
SS&C Technologies
11.2020 - Current
Director Global Technical Support
Latitude By Genesys
05.2012 - 11.2020
Critical Situation Manager
Latitude By Genesys
08.2008 - 05.2012
Bachelor of Science - Information Technology
Florida State College
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