Vinayak Mishra
Admisnistrator
Kalyan,MH
Summary
A Medallia-certified Customer Experience professional and Qualtrics Certified CX Engage Professional with over 5 years of experience in survey management, data analytics, and insights generation. Adept at using tools like Medallia and Qualtrics to drive strategic insights and improve customer satisfaction. Skilled in executing high-complexity projects and delivering actionable recommendations to stakeholders. Proficient at managing global projects, ensuring timely delivery, and maintaining high-quality standards across diverse industries.
Overview
5
5
years of professional experience
3
3
Certifications
Work History
System & Applications Administrator II
Cencora
Pune, India
09.2024 - Current
- Took the ownership of complex projects like ABC order (Digital), Smartsource (Digital), Cubixx (Digital), Centro (Digital), HFI (Healthier Futures Index), Alloga, Alphega, 340 B, pre and post event surveys, employee pulse surveys etc.
- Acted as a primary point of contact for multiple projects, ensuring successfull completion.
- Worked closely with cross-functional teams and onsite stakeholders, delivering insights tailored to business objectives.
- Designed and implemented comprehensive QA plans to ensure program accuracy, scalability, and seamless delivery across multiple stakeholders.
- Led cross-functional teams for Medallia Digital migrations, delivering projects ahead of schedule and under budget.
- Automated and delivered performance reports and dashboards for key stakeholders using Power BI and visualization tools.
XM Technology Consultant
Zill Consulting
Mumbai
06.2022 - 07.2024
- Acted as primary client liaison for multiple projects, ensuring successful project completion.
- Designed and documented functional and technical requirements, effectively scoping projects and managing timelines.
- Successfully implemented complex technical solutions independently and within team environments.
- Provided comprehensive training to clients on Qualtrics Experience Management (XM) Platform and related solutions.
- Managed implementation activities, overseeing time commitment, budget, and risk management.
- Continuously developed in-depth product knowledge and adapted to new technologies.
- Addressed client issues promptly, ensuring timely resolution.
Technology Analyst
Merkle
Mumbai, India
12.2021 - 06.2022
- Designing surveys, managing workflows, setting up dashboards and automation for file transfer, managing data and CRM Integration on Qualtrics platform.
- Managed projects and implemented foundational projects .
- Used XM solutions and held client meetings.
- Hands on over VSM (Vaccine Status Manager) Projects.
Market Research Intern
ScaleverS
04.2021 - 08.2021
- The project was based on natural category baby skin care products
- Main purpose was to study the preference of dermatologist for baby skin care products and to find the other competing brands
- Dermatologist from tier 1 and tier 2 cities were targeted, questionnaire was designed and survey was done.
- Developed research strategies to assess market demand for new offerings.
Education
Master of Business Management - Marketing
◼ SIES SCHOOL OF BUSINESS STUDIES
01-2021
M.Tech - Biotechnology and Bioinformatics
◼ D Y PATIL UNIVERSITY, NAVI MUMBAI
01-2018
B.Tech. - Biotechnology and Bioinformatics
◼ D Y PATIL UNIVERSITY, NAVI MUMBAI
01-2015
Skills
- Customer Experience (CX) Management
- Qualtrics & Medallia Implementation
- Survey Design & Lifecycle Management
- Dashboard Development & Data Visualization
- Workflow Automation & Email Triggers
- Closed-Loop Feedback & Text Analytics
- Stakeholder Management & Client Training
- Data Analytics & Insight Generation
- Project Management & Process Optimization
- Global Client Delivery & Consulting Support
Roles And Responsibilities
- Serve as main point of contact for clients during implementation for multiple projects and manage the project too completion.
- Design and document functional and technical requirements and help scope projects by understanding timelines and work.
- Solve complex technical implementations both independently and in a team environment.
- Train and teach clients on specific and new aspects of the Qualtrics Experience Management (XM) Platform and related solutions.
- Managing implementation activities, including time commitment, budget and risk management.
- Continually adapt and develop in-depth product knowledge and learn new technologies.
- Responding to client issues and ensuring resolution of issues.
Certification
- Certified CX Technology Consultant
- Certified CX Administrator
- Lean Six Sigma Principles on Coursera
Accomplishments
- Achieved first place in a competitive hackathon at Zill Consulting.
Key Industries
- Healthcare sector
- Aviation
- Welfare organisations
- Financial organisations
- Educational institutes
- Retail industry
- Telecom industry
- Energy sector
Projects
Project 1
- Led the migration of clients 25+ existing surveys from Clicktools to Qualtrics
- Managed project plans, delivery milestones and client communications
- Implemented the solution design for integration and automation.
- Provided trainings and designed a robust solution handover documentation post implementation.
Project 2
- Led the implementation of website feedback projects for two touchpoints for three key clients brands across 25 countries
- Managed project plans, delivery milestones and client communications.
- Provided trainings and documentation.
Project 3
- Led the delivery of NPS program for customers in UK.
- Managed project plans, delivery milestones and client communications
Project 4
- Delivery of the program cross channels and multi-market.
- Led technical design with core teams.
- Solution implementation guidance and issue resolution
.
Languages
Hindi
Native language
English
Bilingual or Proficient (C2)
Marathi
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Hobbies and interests
- Recreational Swimming Enthusiast
- Engaged in Exploring Sci-Fi Film Genres
- Collector of Modern and Innovative Gadgets
- Committed to Personal Fitness and Well-being
- Enthusiast of Cutting-Edge Technology
Timeline
System & Applications Administrator II
Cencora
09.2024 - Current
XM Technology Consultant
Zill Consulting
06.2022 - 07.2024
Technology Analyst
Merkle
12.2021 - 06.2022
Market Research Intern
ScaleverS
04.2021 - 08.2021
Master of Business Management - Marketing
◼ SIES SCHOOL OF BUSINESS STUDIES
M.Tech - Biotechnology and Bioinformatics
◼ D Y PATIL UNIVERSITY, NAVI MUMBAI
B.Tech. - Biotechnology and Bioinformatics
◼ D Y PATIL UNIVERSITY, NAVI MUMBAI