Nitika Lama
Faridabad
Summary
Results-oriented Team Lead with 9 years of experience in coordinating and optimizing cross-departmental operations. Proven track record in enhancing organizational efficiency through effective leadership and innovative problem-solving. Committed to driving customer success by providing dynamic support and fostering team engagement for future management roles.
Overview
11
11
years of professional experience
Work History
Lead - Client Servicing
NIIT Ltd.
08.2017 - Current
- Accounts Managed - Managing two accounts, Cisco (IT Networks), and BMS (Pharmaceutical), for their end-to-end learning and delivery operations. Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Client Servicing: Interacting regularly with business partners and stakeholders to identify requirements and opportunities to deliver added value to client relationships.
- Resource Planning: Identified plans and resources required to meet project goals and objectives. Conducted thorough reviews of operations to identify team and individual strengths.
- Reporting: Collected, organized, and modeled data using Salesforce CRM and SAP SuccessFactors. Produced detailed and relevant reports, updating customers and senior leaders on progress and roadblocks.
- Provide strategic advice by working closely with stakeholders globally.
- Initiatives: Drove automation in Salesforce CRM that resulted in significant time and effort savings. Created and managed a knowledge base to offer staff and customers immediate informational access to products, services, and the organization.
- Leading a team of more than 10 team members and driving their performances through KPIs.
- Train, coach, and motivate team members through weekly and monthly meetings.
Quality Analyst
GlobalLogic Pvt. Ltd.
10.2013 - 08.2017
- I worked as a Quality Analyst for Google.
- Ensured timely resolution of partner concerns by researching and analyzing issues via email.
- Ensure high-quality support for publishers and users in assigned markets by troubleshooting and responding to the full range of product support issues.
- Facilitated comprehensive development sessions for team members.
- Streamlined internal workflows for improved operational efficiency.
- Coordinated with various global teams.
- Prepare detailed reports on a weekly and monthly basis to evaluate team efficiency and suggest improvements.
Education
Masters - Journalism and Mass Communication
Amity University
Lucknow08.2012
Skills
- Salesforce (CRM)
- Stakeholder Management
- Team development
- Troubleshooting
- Resource Utilization Planning
- Process Improvement
- Conflict management
- Reporting and dashboarding
- SharePoint, Smartsheet
- SAP SuccessFactors, SABA, LMS
- Microsoft Office
- ServiceNow, Remedy
Hobbies and Interests
- Painting
- Reading
- Exploring new places
- Cooking
- Listening to Music
- Gardening
Accomplishments
- Award of Excellence for exceptional performance and stakeholder management at NIIT Ltd
- Team of the Quarter Award for the quarter Jul-Sep'19 and Oct-Dec'20
- Star of the month award for consecutive months.
Timeline
Lead - Client Servicing
NIIT Ltd.
08.2017 - Current
Quality Analyst
GlobalLogic Pvt. Ltd.
10.2013 - 08.2017
Masters - Journalism and Mass Communication
Amity University
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