Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Likitha Sai Gowri

Bangalore

Summary

Experienced professional with a 7+ robust background in software license management and customer support, specializing in ensuring compliance and delivering efficient solutions to global clients. Adept at cross-functional collaboration and process optimization, with a proven ability to train teams and enhance customer satisfaction through detailed knowledge of licensing models and technical processes.

Overview

7
7
years of professional experience

Work History

Senior Technical Process Specialist

Infosys
03.2024 - Current
  • Supported global Citrix clients with software license activations, renewals, and compliance, ensuring adherence to Citrix licensing policies and agreements.
  • Analyzed and resolved complex licensing and entitlement issues using internal tools.
  • Collaborated with Sales, Renewals, and Technical Support teams to streamline customer onboarding and license provisioning processes.
  • Guided customers through Citrix product licensing models (e.g., Subscription Advantage, CSP, and perpetual licensing) with high customer satisfaction scores.
  • Processed and validated software license entitlements and account details, maintaining accurate customer records.
  • Provided training and knowledge resources to internal teams and customers on license usage, upgrades, and best practices.

Customer Service Representative

Citrix R&D (Cloud Software Group)
04.2021 - 03.2024
  • Handling inbound calls for US Markets and monitoring daily workflow of the team ensuring procedures are adhered, identify process improvements, workflow management, and enhancing team efficiency by delivering set KPIs.
  • Escalation Management and communicating with Customers stakeholders – providing support to the Advisor, establishing accurate expectations for resolution.
  • Drive KPI metrics of the team and ensure 100% Goal achievement.
  • Create KB Articles for frequently asked questions to improve customer satisfaction.
  • Responsible for call / case management while adhering to established Quality Assurance guidelines.
  • Determine root cause and provides resolution for customer issues.
  • Manage customer accounts, including troubleshooting login and authentication issues, manage cloud contacts, processing orders, renewals of entitlements, managing enterprise billing and license management.
  • Manage Citrix licensing infrastructure, including the set up, configuration and maintenance of license servers.
  • Assist customers with Citrix website issues, setting up accounts, license & entitlements.
  • Achieving the monthly/quarterly performances based on parameters.
  • Assisted customers by listening closely, finding solutions to the problems and making recommendation based on extensive process knowledge.
  • Hands on CRM tools, SAP, ALCHEMY, and Sales Force to extract the details of the customer’s account, orders and payment information.

Customer Service Representative

Randstad
05.2020 - 04.2021
  • Resolving customer queries through inbound calls, emails and chat as frontline team.
  • Helping customers with installation, upgrading and activating windows operating system and MS office programs.
  • Interactions with escalation team resolving the tickets created by the customers in case of escalations and working with the team resolving the issues.
  • Following up with the clients regularly updating them about the tickets through calls, chat and emails.

Senior Process Executive

Startek Aegis
11.2018 - 03.2020
  • Worked for Expedia, an American travel company, helping US customers with their day-to-day queries regarding travel plans. Assisted customers with travel reservations, cancellations, ticketing, and other travel related concerns.
  • Provided end to end service while organizing a trip from booking the tickets, reserving the hotels and creating the itinerary.
  • Managed customer reservations using Sabre and Amadeus, ensuring accuracy and efficiency in all flight, shuttle, Hotel, destination specific activities.
  • Created Itinerary, manage/modify tickets using Global Distribution Support (GDS) Application such as Amadeus & Sabre.
  • Process payments for domestic and international Air travel and or itineraries.
  • Demonstrated proficiency in navigating Sabre and Amadeus interfaces to access real-time travel information, compare prices, and secure the best deals for clients.

Education

Bachelor Of Business Administration - undefined

Bharathiyar University

Higher Secondary - undefined

Cherupushpam Girls Higher Secondary School

High School - undefined

Bhavan's Vidya Mandir

Skills

  • Adaptability
  • Problem Solving Skills
  • Leadership Skills
  • Time Management Skills
  • Cordination
  • Troubleshooting

Accomplishments

  • Infosys Q4 Ramp Awards Awarded for Outstanding Performance

Languages

English
Upper intermediate (B2)
Malayalam
Advanced (C1)
Tamil
Intermediate (B1)
Telugu
Intermediate (B1)

Timeline

Senior Technical Process Specialist

Infosys
03.2024 - Current

Customer Service Representative

Citrix R&D (Cloud Software Group)
04.2021 - 03.2024

Customer Service Representative

Randstad
05.2020 - 04.2021

Senior Process Executive

Startek Aegis
11.2018 - 03.2020

Bachelor Of Business Administration - undefined

Bharathiyar University

Higher Secondary - undefined

Cherupushpam Girls Higher Secondary School

High School - undefined

Bhavan's Vidya Mandir

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Likitha Sai Gowri