Ashok Joshi

Experience

• 

  Accenture

  Nov 2016 - Dec 2017

  Associate Software Engineer

  Worked on Siebel CRM configurationWorked on SQL

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  Etech Global Services

  Dec 2017 - Mar 2022

  As a Lead Analyst: • Provided Customer Experience (CX) best practices to senior leadership at Fortune 500 companies to drive strategy and align with business goals.• Leading up to 4 implementations/expansions at the same for one of the largest Medallia clients.• Responsible for quality delivery and escalations for the project team.• Architected, implemented and managed creative solutions using Medallia Enterprise Cloud for client’s business challenges demonstrating strong technical and analytical skills.• Provided best practice recommendations and guidance about Customer Experience Management to clients by partnering with the cross-functional client and Medallia teams.• Empowered clients to identify key metrics (NPS, CSAT, ESAT, etc.) and to derive actionable insights and make business decisions through data analysis.• Guided new team members in my project team with CEM best practices and product knowledge, helping them grow in their roles. Show less As a Business Analyst, I at Etech, deployed and managed the Medallia feedback platform for many of the Fortune 500 global companies across retail, financial services, hospitality, telco, and other industries. My responsibilities include: • Work with senior team members to carry out customer implementations and program enhancements• Participate in the implementation design, setup, and review processes• Identify improvements to our feedback products and processes• Utilize Medallia software knowledge for testing customized software solutions• Provide support to client meetings by leveraging in-depth Medallia system capabilities• Work with client teams in resolving technical/system related inquiries• Provide quality assurance support when providing features to clients Show less

  • Lead Analyst II

    Sept 2021 - Mar 2022

  • Lead Analyst

    Feb 2021 - Aug 2021

  • Senior Business Analyst

    Jul 2019 - Feb 2021

  • Business Analyst

    Dec 2017 - Jun 2019
• 

  Medallia

  Mar 2022 - Mar 2024

  Leading tech team for the largest Medallia client.Working closely with the business team providing CX consultation for implementation of operational CX management processes tailored to the organisation's business needs.Hands on implementation and designing of the dashboards / CX feedback reporting for business and operational users of the organisation tailored based on needs of these user groups. Designing scalable platform architecture and working with multiple technology teams translating business requirements into technical requirements for the implementation.Setting up development best practices and quality assurance processes for timely and quality delivery.Co-ordinating with product and development team for bug fixes and releasesWorking on for Scoping, Effort Estimation, Timeline management of project. Show less

  • Program Manager

    Dec 2022 - Mar 2024

  • Senior Consultant

    Mar 2022 - Dec 2022
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  New Metrics

  Mar 2024 - Oct 2024

  Technical Services Associate
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  Higher Oak

  Nov 2024 - now

  Technical Program Manager