Vithika Pandya
Gurgaon
Summary
Forward-thinking professional with a deep understanding of resolving customer problems with efficiency and civility. Expert in product issues with a dedication to increasing productivity through close analysis of tasks. Proven history of improving customer satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Project Manager
WCS India Pvt Ltd
12.2022 - Current
- Company Overview: Partner Project – Elentra which is the leading health sciences education platform to manage and deliver curriculum, assess, and confirm competencies, and ensure and report on compliance
- Coordinate internal resources and other teams for the flawless execution of multiple projects
- Ensure that all projects are delivered on time, within scope and timelines
- Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility
- Develop a detailed project plan to monitor and track progress by utilizing project management tools like Monday.com
- Manage changes to the project scope and project schedule using appropriate verification techniques
- Report and escalate to management as needed
- Manage the relationship with the client and relevant stakeholders
- Perform risk management to minimize potential risks
- Create and maintain comprehensive project documentation
- Meet with clients to take detailed ordering briefs and clarify specific requirements of each project
- Track project performance, specifically to analyze the successful completion of short and long-term goals
- Develop comprehensive project plans to be shared with clients as well as other staff members
- Handle escalations by managing communication and driving positive outcomes when customer priorities are not met
- Document of customer journeys, potential risks, account health, success plans, and other key artifacts
- Work cross-functionally with Sales, Finance, and Operations to streamline renewal workflows
- Proactively identifying and resolving customer(s) issues
- Monitoring customer health and proactively addressing churn risk
- Tracking key customer success metrics and reporting on progress with internal stakeholder
Customer Success Manager
Virtuos Digital Ltd
01.2019 - 11.2022
- Focused on establishing and maintaining positive client relationships from an operational and strategic perspective
- Managing a team of 8-9 Application Engineers working on different technology & domain like Field Service Management (ClickSoftware), Business Process Management (Creatio), Contract Lifecycle Management (Agiloft) and Oracle (Right now)
- Working as Project Manager for International Client and handling the project through Agile Methodology
- Renew existing contracts, as well as obtain additional revenue within the assigned account workload with Upsell and Cross sell
- Handling account of 15k-20k USD for renewals
- Continuously seek opportunities to increase customer satisfaction, revenue, profitability, and loyalty
- Hosted daily/weekly status calls as well as ad hoc meetings as requested to ensure client satisfaction in an ever-changing environment
- Providing industry’s best practices to technical and business
- Providing exemplary customer service based on strong product and industry knowledge and assuming the 'customer advocate' role for escalations, upgrades, services engagements
- Becoming a Trusted Advisor who assists in the customer continued growth
- Build client relationships, discuss delivery of services, improve communications, and set expectations by coordinating deliverables, meeting, and exceeding expectations by anticipating client’s needs with a proactive approach
- Ensure CSATs, SLA and NPS scores are maintained
- Handling Client Onboarding for all new clients from CSM perceptive
- Handling and being the POC for all Escalations
- Driving Customer Success stories /Case studies and Testimonial
Sr. Technical Solution Engineer
Click Software Technology Pvt Ltd (A Salesforce Company)
07.2014 - 01.2019
- Coordinate all ClickSoftware notifiable changes with Client, make sure all relevant stakeholders within Client are notified in advance
- Resolving complex technical issues on the ClickSoftware cloud and on premise while maintaining and Creating Knowledge Articles for general usage, per resolved issues
- Using CRM as Salesforce to report, update, and create incidents internally
- Working on AWS Console to maintain the environment on cloud
- Leading the escalations received from the first level support and adhering to all processes to make sure client issues are resolved
- Work as Project coordinator for the project assigned to coordinate between Client, partner, and internal team
- Providing training and mentoring the new hires on internal processes and guiding through the initial phase of technical support
- Coordination with internal R&D teams for design changes as requested by client
- Call with client to make sure all their open issues are resolved within timelines which also involves different mobile app configuration
- Adhering to SLAs for open support tickets
Technical Support Analyst
BA Continuum (A subsidiary for Bank of America)
11.2012 - 03.2014
- Deploying and managing virtual desktop using build templates in vCenter
- Managing VM through VSphere Power CLI
- Migration of VMs to different hosts
- Experience with Citrix Xen Desktop provisioning server, to include adding, allocating and managing virtual desktop for end-user devices
- Managing virtual desktops and allocations via computer management
- Respond to and resolve Virtual Desktop tickets or requests to customers satisfaction and within their Service Level Agreements (SLAs)
Software Support Engineer
First Insight
Pune
04.2011 - 11.2012
- My profiles include modification and customization of the software on client requirement, which involves creating a demo then manual testing it at my side and then implementing it on client side if testing gets passed
- Supports the HER application based on SQL and PMs based on FileMaker Pro
- Supports the upgrade process by creating and documenting the various customizations and then creating a new building for them including all the customizations
- Guides new techs with the post upgrade wrap up issues
Process Executive (Technical Support)
Infosys BPO
Pune
06.2009 - 09.2010
- Provide technical Support for configuration, implementation and troubleshooting of Broadband customers
- Remote access of Clients computer and solve issue through phone or chat (GTA)
- Troubleshooting the Telephone Cables, Ethernet, USB Cables and MODEM
- TCP/IP settings, Browser settings and Wireless settings
- Installation and Configuration of MODEM and Routers (Westell Versilink , Linksys router, Action tech)
Education
Professional Program Certificate - Business Management
Indian Institute of Management
Kozhikode01.2022
B.E. - Electrical
Gyan Ganga Institute of Technology and Science
Jabalpur01.2009
XII - CBSE
Maharishi Vidya Mandir
Jabalpur01.2005
X - CBSE
Christ Church Sr Sec School
Jabalpur01.2003
Skills
- People Management
- Elentra
- Mondaycom
- Asana
- Salesforce
- HubSpot
- Microsoft Office Suit (PPT, Excel, Word)
- Google Suit
- ClientSuccesscom
- ClickSoftware
- Project management
- Customer relationship management
- Project documentation
- Change management
- Cross-functional collaboration
- Client onboarding
- Communication skills
- Project tracking
- Client relations
- Deliverable tracking
- Advanced problem solving
- Customer relations
- Project scope
- Systems implementation
- Processes and procedures
Accomplishments
- Received Bonus and Appreciation for Getting yearly renewals within the timelines.
- Appreciated for Hard work and dedication in my current company and previous company and was awarded with Spot awards.
- Participated in the event Poster Presentation in the National Conference held in college.
- Actively participated in the 'INVESTOR’S MEET' February 2008 held at Jabalpur.
- Achieved Second position in Science Exhibition in XI standard.
- Participated in State Level 'Environmental Awareness Examination' for 3 consecutive years.
Training
- Endured Training and received participant certificate for AWS certificate system operation and AWS certificate Technical Essentials.
- 2 weeks industrial training from Bhilai Steel Plant, in July 2007.
- 4 weeks industrial training at BSNL, Jabalpur in June/July 2008.
Certification
- Mainframe programmer utilizing a payroll system with COBOL as my case study.
- Click Software products are a field service workforce management software
- Professional Program Certificate in Business Management from the Indian Institute of Management, Kozhikode
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Project Manager
WCS India Pvt Ltd
12.2022 - Current
Customer Success Manager
Virtuos Digital Ltd
01.2019 - 11.2022
Sr. Technical Solution Engineer
Click Software Technology Pvt Ltd (A Salesforce Company)
07.2014 - 01.2019
Technical Support Analyst
BA Continuum (A subsidiary for Bank of America)
11.2012 - 03.2014
Software Support Engineer
First Insight
04.2011 - 11.2012
Process Executive (Technical Support)
Infosys BPO
06.2009 - 09.2010
Professional Program Certificate - Business Management
Indian Institute of Management
B.E. - Electrical
Gyan Ganga Institute of Technology and Science
XII - CBSE
Maharishi Vidya Mandir
X - CBSE
Christ Church Sr Sec School
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