Amol Sali
Pune,Maharashtra
Summary
A results-oriented Client Service and Implementation professional with over a decade of experience and relevant certifications. As a highly motivated and effective Team Leader, I consistently drive teams towards achieving goals. I'm adept at developing and executing strategic plans to improve operational efficiency.
My expertise spans Service Delivery, Client Relationships, Implementation, Customer Support, and Success, along with process improvement and people management. I have a strong track record of implementing procedures, establishing robust controls, and setting high service standards.
I'm a strategic planner with a focus on streamlining business processes, fostering continuous improvement, developing employee strengths, and building high-performing teams and efficient operational structures."
Overview
11
11
years of professional experience
Work History
Team Lead, Client Services
Phreesia
10.2023 - Current
- Lead and mentor a high-performing team of client solutions specialists.
- Set ambitious and achievable team goals while fostering a supportive and collaborative work environment.
- Deeply understand client needs and ensure the team delivers exceptional solutions that exceed expectations.
- Actively listen to client feedback and proactively address any concerns.
- Oversee all phases of client projects, ensuring timely delivery, budget adherence, and high-quality outcomes.
- Collaborate effectively with cross-functional teams to ensure seamless project execution.
- Provide expert guidance to the team on implementing Phreesia's software solutions to meet client-specific requirements.
- Drive maximum client value and ROI by tailoring solutions to individual workflows and objectives.
- Generate comprehensive reports and track key performance indicators (KPIs) to measure team success and client satisfaction.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
Implementation Consultant
Phreesia
04.2023 - 09.2023
- Lead and oversee all phases of client projects, ensuring timely delivery, budget adherence, and exceptional quality.
- Collaborate effectively with cross-functional teams, including implementation consultants, product development, and customer support, to ensure seamless project execution.
- Provide expert guidance to the team on configuring and implementing Phreesia's software solutions to meet client-specific requirements.
- Drive maximum client value and ROI by tailoring solutions to individual workflows and objectives.
- Generate comprehensive reports and track key performance indicators (KPIs) to measure team productivity, project outcomes, and client satisfaction.
- Continuously identify and implement process improvements to enhance team efficiency and client solutions.
Senior Implementation Analyst
Phreesia
10.2021 - 03.2023
- Lead and oversee all phases of client projects, ensuring timely delivery, budget adherence, and exceptional quality.
- Collaborate effectively with cross-functional teams, including implementation consultants, product development, and customer support, to ensure seamless project execution.
- Provide expert guidance to the team on configuring and implementing Phreesia's software solutions to meet client-specific requirements.
- Drive maximum client value and ROI by tailoring solutions to individual workflows and objectives.
- Generate comprehensive reports and track key performance indicators (KPIs) to measure team productivity, project outcomes, and client satisfaction.
- Continuously identify and implement process improvements to enhance team efficiency and client solutions.
Client Service Manager
Loylty Rewardz Pvt. Ltd
07.2019 - 09.2021
- Led end-to-end Loyalty programs for major banking clients (IndusInd, Canara, Punjab National, IDBI Bank).
- Successfully managed client escalations and owned key processes like Incident, Change, and Escalation, ensuring high performance and continuous improvement.
- Managed and motivated high-performing Customer Service teams.
- Organized and executed programs aligned with organizational goals.
- Overseen service delivery, ensuring adherence to systems and procedures.
- Successfully managed diverse teams and achieved key performance indicators (KPIs) in customer satisfaction, safety, and quality.
- Built strong client relationships and ensured service delivery met agreed-upon SLAs.
- Conducted service reviews and drove service improvement initiatives.
- Collaborated effectively with cross-functional teams (creative, technology).
- Proactively resolved client issues and ensured contract renewals.
- Conducted regular account reviews and site visits.
- Highly resourceful and results-oriented with advanced Excel skills for data analysis and solution development.
Client Service Analyst
First Data Corporation
07.2016 - 06.2019
- Managed client service relationships with Banks, Financial Institutions, and Credit Unions.
- Facilitated and coordinated client acquisition and deconversion processes.
- Reviewed and analyzed contracts and invoices to determine fees.
- Developed and implemented client-specific change logs to track and manage system modifications.
- Ensured project closure within agreed-upon timelines.
- Developed strong relationships with clients through exceptional communication skills and personalized service.
- Demonstrated adaptability by quickly learning new software programs and industry-specific regulations to better serve clients'' needs.
- Managed multiple deadlines simultaneously while maintaining attention to detail in all tasks performed.
Analyst
EClerx Services
04.2014 - 06.2016
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
Education
Bachelor of Science - Chemistry
Allahabad University
Allahabad 06-2012
Skills
- Customer focus
- Performance improvement
- Coaching and mentoring
- Relationship building
- Operations management
- Client communication
- Project management
- Task delegation
- Mentoring
- Problem-solving
- People management
- Documentation and reporting
Languages
English
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Team Lead, Client Services
Phreesia
10.2023 - Current
Implementation Consultant
Phreesia
04.2023 - 09.2023
Senior Implementation Analyst
Phreesia
10.2021 - 03.2023
Client Service Manager
Loylty Rewardz Pvt. Ltd
07.2019 - 09.2021
Client Service Analyst
First Data Corporation
07.2016 - 06.2019
Analyst
EClerx Services
04.2014 - 06.2016
Bachelor of Science - Chemistry
Allahabad University
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