Chandni Shah
North York,Canada
Summary
An experienced Technical Project Manager with close to 10 years in managing SaaS-based Customer Experience and Insights programs, adept in client management with a track record of implementing, servicing, and expanding over 70 projects across various sectors including retail, automotive, banking, hospitality, telecom, and insurance. Proficient in utilizing advanced conversational analytics tools for customer journey mapping, automated agent performance scoring, and generating insights related to customer experience and sales, with expertise in sentiment analysis and VOC. Experienced in setting up Command Centers and optimizing Contact Center operations, significantly enhancing performance and efficiency. Skilled in people management, performance improvement, and resource optimization, coupled with excellent communication skills and a logical approach to multi-market account management. A proactive and dynamic professional, capable of motivating teams and managing large cross-functional workforces in challenging environments, with proven abilities in creating collaborative environments using Agile and Waterfall methodologies for effective project implementation.
Overview
10
10
years of professional experience
1
1
Certification
Work History
TECHNICAL MANAGER
MEDALLIA CANADA Inc.
10.2021 - 03.2024
- Lead end to end implementations of Medallia's interaction analytics solutions across various client base
- Own and manage multi-level client stakeholder relationships (including C level) across multiple strategic accounts, including cross-functional touchpoints
- Design, develop, plan, and execute strategic program roadmaps for enterprise clients that drive optimum value and are rooted in a deep understanding of customer's businesses goals, including driving product enhancements to data analyses
- Lead and manage on-going servicing programs as part of the Contact Center solutions team for different channels and signals
- Design, develop, plan, and execute strategic program roadmaps for hub clients to drive optimum adoption, product enhancements and data analysis
- Work closely with cross-functional teams in Professional Services, Customer Success, Sales, and Partner teams to ensure renewals are delivered with expansion and zero churn
- Act as a Subject Matter Expert of Medallia's product suite to leverage the optimal capabilities to meet client needs
- Regularly report on account adoption status, correction of error actions, and program evolution opportunities to both internal and external client and partner stakeholders
- Organize & lead Monthly Business Reviews and Quarterly Business Reviews with the Executive team showcasing operational insights around Customer Service & Sales performance, Customer Engagement & Employee Experience
- Develop and manage technical project plans to drive adoption and servicing through-put while coordinating efforts across both internal and external teams
- Workforce Management - Forecasting & planning, resourcing, scheduling, budgeting, performance improvement & monitoring and skill management
- Work seamlessly with global cross-functional teams (NORAM, APAC, EMEA) to ensure desired performance improvement across different LOBs of operations teams.
ASSOCIATE TEAM LEAD
ETECH GLOBAL SERVICES
06.2019 - 06.2021
- Lead cross-functional team of 30+ analysts involved in product development, quality assurance, CRM configuration and Managed Services
- Team Management activities including imparting training, conducting one-to-one meetings, goal setting, performance improvement plans, team engagement activities, etc
- Manage hiring and staffing for 35+ client accounts across business regions
- Resolve client escalations by ensuring timely rectification of the issue and developing check mechanism for risk mitigation
- Ensure client programs are designed to meet clients' business objectives and achieve high levels of user adoption and engagement
- Act as a trusted partner to recommend CX/EX focus based on data analysis and best practices to achieve client's business objectives
- Educate the client on opportunities to continuously improve, design and differentiate customer and employee experiences through the use of Medallia solutions
- Design surveys to illustrate the ROI and business value of customer/employee experience improvements.
LEAD BUSINESS ANALYST II & PEOPLE MANAGER
ETECH GLOBAL SERVICES
01.2018 - 05.2019
- Partner with Project/Program Managers to build strategic program road map
- Manage a delivery team of 10+ technical analysts to plan and execute CX programs for a portfolio of clients
- Provide strategic and operational recommendations for business growth and market expansion
- Collaborate with PS Leadership and Sales to identify whitespace opportunities to grow account bookings and revenue
- Conduct retrospective sessions with product, project and client teams
- Track client engagement and adoption of the platform
- Responsible for resource allocation, training, project delivery and Customer Success Management
- Proactive member of XP community sharing best practices and learnings with junior colleagues
- Conduct TTT sessions with client teams.
BUSINESS ANALYST II
ETECH GLOBAL SERVICES
06.2015 - 12.2017
- Work with senior team members to carry out customer implementations and program enhancements
- Participate in the implementation design, setup, and quality assurance processes
- Utilize Medallia software knowledge to configure feedback questionnaires, reports and integrations with other systems
- Engage with clients to leverage Medallia system capabilities and recommend scalable solutions
- Work with client teams in resolving technical/system related inquiries
- Provide quality assurance support and issue investigation.
QUALITY ANALYST
ETECH GLOBAL SERVICES
09.2014 - 05.2015
- Audit Customer Service calls to improve agent performance
- Lead calibration calls
- Extract & generate insights around VOC, AHT, ART, CSAT, etc.
Education
Graduate Certificate in Project Management - Information Technology -
SENECA COLLEGE
01.2021
Bachelor of Engineering in Information Technology -
GUJARAT TECHNOLOGICAL UNIVERSITY
01.2013
Skills
- Project Management & Implementation
- Customer Experience Management
- Speech & Text Analytics
- Client Management
- Customer Relationship Management
- Business Analysis & Process Improvement
- Customer Journey Mapping
- Team Management & Optimization
- Contact Centre Quality Assurance
- Servant Leadership & Decision Making
- People Management
- Collaborating & influencing others
- Training & Development
- Detail-oriented
Certification
- Certified Associate in Project Management (CAPM)
- Operational Customer Experience Management - Level I & II
- Medallia Certified Professional
- ISO 9001:2015 Certified Internal Auditor - QMS
- Digital Vidya certified Digital Marketer
Timeline
TECHNICAL MANAGER
MEDALLIA CANADA Inc.
10.2021 - 03.2024
ASSOCIATE TEAM LEAD
ETECH GLOBAL SERVICES
06.2019 - 06.2021
LEAD BUSINESS ANALYST II & PEOPLE MANAGER
ETECH GLOBAL SERVICES
01.2018 - 05.2019
BUSINESS ANALYST II
ETECH GLOBAL SERVICES
06.2015 - 12.2017
QUALITY ANALYST
ETECH GLOBAL SERVICES
09.2014 - 05.2015
Graduate Certificate in Project Management - Information Technology -
SENECA COLLEGE
Bachelor of Engineering in Information Technology -
GUJARAT TECHNOLOGICAL UNIVERSITY
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