Shikha Kothari Email & Phone Number

Greater Toronto Area, Canada

• Provided technical support for Apple devices by utilizing troubleshooting skills and knowledge of iOS/macOS, resulting in a 96% customer satisfaction rate.• Managed complex escalations as a technical advisor, successfully resolving 85% of issues on first contact.• Assist customers with data backup and migration to iCloud+ by employing step-by-step guides, ensuring seamless transitions for over 100 users monthly.• Maintaining accurate records in the support database using ticketing software, which improved knowledge sharing among team members.• Educated customers on warranty options through effective communication, leading to a 20% increase in service uptake.• Identified recurring technical issues by analyzing support trends, contributing to process improvements that reduced resolution time by 30%.

London, Ontario, Canada

• Delivered top-tier customer service, ensuring customer satisfaction.• Trained and mentored new associates, contributing to team growth.• Handled cash, credit, and debit card transactions accurately and efficiently at the counter or self-checkout stations.• Organized store layout for optimal customer experience.• Recognized with the "Star of the Month" award for exceeding performance expectations.

Mumbai, Maharashtra, India

• Identified inefficiencies in business processes and proposed solutions, outlining advantages, disadvantages, and associated risks for continuous improvement.• Led a consumer research initiative within the scientific instruments industry, resulting in a 15% market share increase within 6 months, as measured by market penetration metrics.• Collaborated with cross-functional teams to analyze customer feedback/ recommendations and sales data, driving a 25% quarterly revenue growth from new market segments.• Implemented CRM system which reduced sales cycle time by 30%, and increased customer satisfaction scores by 20%.• Utilized Tableau and Power BI to create tailored reports, contributing to a 10% increase in sales revenue.• Conducted quantitative comprehensive data analysis on product pricing, margins, and profitability, resulting in a 5% increase in gross margin and a 10% improvement in overall profitability.

Mumbai, Maharashtra, India

• Orchestrated software development projects worth over USD 2.5 million, supervising an 11-member team, ensuring on-time and within-budget delivery.• Implemented Agile methodologies, addressing project completion issues and fostering a collaborative culture, resulting in a remarkable 30% increase in project completion rates.• Spearheaded daily Scrum meetings, sprint planning, and reviews, enhancing team communication and alignment, leading to a significant 40% improvement in productivity.• Provided extensive Agile training and mentorship to 6 new team members, enhancing overall team efficiency by 25% and ensuring strict adherence to project timelines and deliverables.• Consulted on digitization efforts for compensation processes across APAC, LATAM, MEA, and Europe, ensuring alignment with global standards and regional requirements, resulting in a 20% reduction in processing time and improved data accuracy, measured through process efficiency metrics.• Developed and maintained meticulous project documentation, including user stories, backlogs, and burndown charts, ensuring transparency and accountability throughout the project lifecycle, thereby reducing rework efforts by 20%.• Implemented GDPR (General Data Protection Regulation) compliance for the SAP System, utilizing standard functionality and customized enhancements, ensuring data security and compliance, mitigating the risk of regulatory penalties and breaches.• Utilized JIRA, Primavera P6, Kanban, and other tools for efficient project monitoring and management, facilitating better collaboration and decision-making within the team.

Ahmedabad Area, India

• Developed and maintained website pages using HTML5, CSS3, JavaScript and jQuery ensuring cross-browser compatibility and adherence to web standards.• Created responsive web designs, enhancing mobile user experiences and increasing mobile traffic by 20%.• Collaborated with senior developers and designers to implement website enhancements, meeting design specifications and project deadlines.• Optimized HTML and CSS code, reducing page load times by 15% and improving user engagement.• Diagnosed and resolved HTML and CSS issues, decreasing website errors by 30% and improving overall reliability.• Organized project kick-off meetings and facilitated stakeholder communication to ensure alignment throughout project lifecycles.• Maintained comprehensive project documentation, including charters and status reports, to track progress and ensure accountability.• Conducted research and analysis to support decision-making during project execution, ensuring strategic alignment and effective resource allocation.• Worked with cross-functional teams to ensure timely and within-scope delivery of project deliverables.• Drove process improvement initiatives within the project management team, enhancing efficiency and effectiveness.• Introduced Agile methodologies by conducting workshops and training on agile principles, Scrum, and Kanban, resulting in a 15% increase in team productivity.• Provided coaching and mentorship to 8+ team members in adopting agile frameworks, emphasizing iterative development and incremental value delivery.

• Communicated with Clients gathered requirements and created user stories for our clients.• Designed, developed, and maintained Java-based Android application, optimizing performance, and ensuring scalability, resulting in a 25% improvement in application response times.• Developed highly scalable web applications, leading to a 30% improvement in page load times and a 20% increase in user engagement.• Spearheaded the adoption of agile development practices within the team, resulting in a 15% increase in project delivery speed and a 10% reduction in defects.• Implemented robust code review processes, reducing code defects by 25% and enhancing overall code quality.• Optimized database queries and indexes for Java applications, achieving a 20% reduction in query execution time and improving application responsiveness.• Developed comprehensive unit tests to maintain code quality and collaborated with team members to ensure shared code meets design specifications.

Postgraduate Degree, Business And Information System Architecture

Bachelor Of Engineering - Be, Computer Science