Ritika Dhillon

• 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.

• Oversaw daily operations to ensure efficiency and compliance with company standards.
• Developed and implemented strategic initiatives to enhance team performance and productivity.
• Mentored junior staff, providing training on best practices and operational procedures.
• Analyzed workflow processes, identifying areas for improvement and implementing solutions.
• Provided hands‑on assistance to customers, assessed needs, and maintained strong understanding of customer preferences.
• Supported planning of team schedules and delegated assignments to ensure adequate coverage and timely delivery.
• Evaluated employee performance and delivered constructive feedback to improve skills and service quality.
• Worked with partners to coordinate and expand KloudGin solution offerings.
• Assisted in project staffing activities to ensure quality deliverables.
• Contributed to risk assessment and mitigation planning for ongoing customer projects.

• 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.

• 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.

• 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.

• 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.

• 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.