Medallia
VISHAL JOSHI
Lead Business Analyst
Ahmedabad,GJ
Summary
Lead Business Analyst with 3+ years of experience in implementing and managing SaaS customer experience programs for fortune 500 clients across Telecom and Hospitality sectors.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
3
3
Certificates
Work History
Senior Consultant
Medallia
Bangalore, Karnataka
02.2022 - Current
- The day-to-day relationship with our clients, including advising them on how best to use the Medallia platform.
- Guiding clients across a broad range of verticals - Telecom, and Hospitality/Travel.
- Providing advice to clients on their Experience Management strategy, including piloting new initiatives, to generate revenue, and develop better brand loyalty.
- Maintaining, forecasting, and delivering within project budgets.
- Advocating my clients' requirements and needs to the different groups within Medallia (product management, security, engineering).
- Forecasting analyst and resource management.
- Recruiting others into Professional Services.
- Developing a centralized system to help colleagues build annual and quarterly business review decks.
Lead Business Analyst
Etech Global Services
Gandhinagar, GJ
10.2021 - 03.2022
- Building relationships with customers to identify business goals and limitations with their current CX approach/solutions.
- Building relationships with customers to identify their current circumstances, customer and employee experience requirements, and business value of fulfilling those needs
- Propose CEM solutions that transform business and organizational culture of prospect companies using Best Practice Platform solution framework
- Project Management in traditional and agile model
- Evolving agile processes for rapid project deliveries
- Worked one-on-one with clients to improve CX programs.
- Trained and mentored analysts on analytics and influential communication.
Senior Business Analyst
Etech Global Services
Gandhinagar, GJ
02.2021 - 09.2021
- Leading Medallia managed services and implementation projects.
- Managing implementation design, setup, review, and maintenance processes.
- Enhancing business processes and contributing to best practices.
- Sprint Planning, Sprint review, Spring retrospectives with development teams for implementation and managed services projects for fortune 500 clients.
- Mentoring and training new hires on Medallia platform.
Business Analyst
Etech Global Services
Gandhinagar, GJ
06.2019 - 01.2021
- Planning scalable solutions for Medallia Professional Services and Implementation projects.
- Sharing Medallia best practices with clients across Telecom and Hospitality verticals.
- Planning and Managing of Bi-weekly sprints for fortune 500 client projects.
- Worked closely with product management and technical stakeholders for timely delivery of projects and improving quality of deliverables.
Trainee Business Analyst
Etech Global Services
Gandhinagar, GJ
06.2018 - 06.2019
- Developing Medallia forms and streamlining process along with client-facing - documentation.
- Consolidating reviews and preparing standard and customized reports (Medallia Experience Cloud).
- Created workflow diagrams and Gantt charts to clearly demonstrate processes and timelines.
Education
Master of Computer Applications -
Pune University
Pune, MH 07.2015 - 04.2018
Bachelor of Science - Information Technology
Saurashtra University
Junagadh, GJ 07.2012 - 06.2015
Skills
Project Management
Web-based reporting tools
Customer Experience Consulting
Agile Frameworks - Scrum & Kanban
Risk Management
Requirements Gathering and Analysis
SQL
Websites
Certification
Medallia Product Certification
Timeline
Senior Consultant
Medallia
02.2022 - Current
Lead Business Analyst
Etech Global Services
10.2021 - 03.2022
Medallia Product Certification
08-2021
Senior Business Analyst
Etech Global Services
02.2021 - 09.2021
Medallia OCEM Certification
10-2020
Project Management Foundations
07-2020
Business Analyst
Etech Global Services
06.2019 - 01.2021
Trainee Business Analyst
Etech Global Services
06.2018 - 06.2019
Master of Computer Applications -
Pune University
07.2015 - 04.2018
Bachelor of Science - Information Technology
Saurashtra University
07.2012 - 06.2015
Software
Microsoft Excel
Power BI