NIKHIL JOSHUA D'SOUZA

I'm an exceptional Technical Support Engineer at Twilio, who offers state of the art advice and troubleshooting techniques to Twilio's users across the world on best practices for managing and implementing their billing solutions in the Twilio console. I am a part of the Billing support team and as a part of the team, I cover the entire billing responsibilities for Twilio. My main focus is on solving the technical issues arising in the billing area for user's across the world. The crux of my role is to equip users with billing insights, advice and tools to achieve negligible billing issues which propels their organization to success and also which does not stop their organization from business and progress. I am also a purpose driven business leader who has explored different business models that companies use to drive change and explains why purpose driven businesses are in the best position to tackle the world’s biggest problems. I have learnt how to influence management and other key stakeholders on the competitive advantages of being a purpose-driven firm, and how to make a difference by integrating values into strategy without sacrificing profit.

I was an award winning technical support specialist with 3 + years of experience and I have worked on a variety of projects in various domains such as Cloud system management, IP communication etc. and I have been recognized on several occasions for coming up with creative solutions. I have excellent communication skills and higher rate of perception. I received numerous best performer awards for performing exceptionally at “IBM” during my 18 months tenure at the firm. I also have the knack to manage my team well to meet and exceed desired results. My attention to detail is great and I am able to successfully manage multiple responsibilities at once. However I am better recognized as someone who sees the bigger picture and plan to meet goals irrespective of obstacles that are foreseen.

• Received the best performing agent award and the highest CSAT performance in IBM, in the first three months that I joined the NAB account.
• Have an achieved customer satisfaction rate of more than 96% in every services company I worked for.
• Best Employee Engagement Agent of the process "National Australian Bank" at IBM.
• Rated as one of the best relationship employee by the my colleagues and managers.

Java certification from Network for Information and Communication Technology (NICT)