Dhawal Joshi
Technical Manager @Leger
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WORK HISTORY
Technical Manager @Leger
Calgary, AB, CA
EDUCATION
Southern Alberta Institute of Technology (SAIT)
Postgraduate Degree, Supply Chain & Project Management
MIT Academy of Engineering
Master of Computer Applications (MCA), Computer Science
SKILLS
ABOUT DHAWAL JOSHI
Senior Consultant with 10+ years of experience in CX industry, having strong Cross Functional CX expertise and technical expertise in Medallia CEM Solution. Specialized in providing CX solutions for Banking/Insurance/Financial clients. Experienced in handling end to end Implementations, Enhancements and Support projects. Expertise: • Managing E2E Medallia Implementations and Managed Services projects. • Leading E2E VoE, VoC Enterprise Implementation as a Manager, Tech Lead and sometimes as an Individual contributor directly working on the configurations of Medallia setup. • Running sprint meetings with clients to understand the new requirements. • Guiding clients on CX best practices such as increasing response rate, NPS, Weighted NPS and performing closed loop functionality. • Managing ETL Processes, API, and third party integrations. • Ensuring overall success of the program by managing internal teams and client expectations. • Running Quarterly Business Review (QBR) meetings with client stakeholders for roadmaps, business goals and improvements. • Managing budget, resources and timeliness. • Ensuring all the day to day operations of Medallia Experience Cloud run smoothly for clients, including incoming data files (Org, Invite, User Accounts), third party APIs, Survey Triggers, Dashboard Reporting, Closed Loop Functionalities etc.
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