Sahil Joshi Email and Phone Number

● Meeting with clients following the sale of software packages to collect data and other information required to customize software systems.● Creating a project plan for each client, detailing the tasks that need to be completed for the timely installation of customized software systems.● Coordination and integration of various tasks, resources, and stakeholders to ensure the successful delivery of the project objectives.● Developing and executing comprehensive project plans, defining scope, deliverables, timelines, and resource allocation.● Leading cross-functional teams, collaborating with stakeholders, sales, product, and support teams to ensure seamless project execution and customer satisfaction.● Completing the projects efficiently and effectively, while meeting the desired outcomes and delivering value to stakeholders.● Proactively identifying risks, developed mitigation strategies, and managed issues to minimize project disruptions and maintain customer success.● Monitored project progress, tracked key milestones, and communicated updates to stakeholders, ensuring transparency and guidance for next steps.● Providing cost and time estimates to clients who require additional customizations to be done.● Conducted regular project reviews and retrospectives to evaluate project performance, identify areas for improvement, and drive customer success.

● Conducting onboarding meetings, product tours, company presentations, and product demos.● Educating customers and optimizing their product setup for the quickest path to success.● Aiding the Customer success team with creating the road map of the customers in determining and avoiding Churn.● Keeping regular checks on the complete deployment of the Licenses and scheduling check-in meetings with the admins post the onboarding sessions helping in high product usage rate.● Coordinating with cross-functional teams such as the Development Team, and Assignment teams to resolve customer’s requirements.● Eliminating roadblocks in the way of customer’s goals like product issues, support issues, or customer knowledge gaps.● Managing the Escalation mailbox and looping in the required tem for action on issues/tickets.

● Handle Severity 1 and 2 Issues with Situation Management team for Global issues with single or multiple projects.● Playing the key role of System administrator for any Software related queries of the Business Associates.● Working on customer query on Service now, updating the Priority tickets according to SLA agreement.● Responsible for Incident identification, logging, and categorization, escalation.● Performing RCA over technical issues and outages and maintaining reports.● Interacting directly with the teams involved in the priorities and helping in setting up the correct priority of theticket basis the user affected and then working on the tickets accordingly.● Coordination with different teams across the globe to get a proper resolution on time to resolve the cases/ tickets.● Level 2 Technical Support for Staples (Troubleshooting network-related problems (IP Address, TCP/IP, Dial-up,LAN/WAN).● Assisting Business Partners with the setup for their mail servers/ outlook servers/O365.● Working with off-shore teams for Mainframe AS-400 datacentres.● Handling priority Desk for cases escalated on priorities. It includes root cause analysis and problem-solving.

● Interacting with customers over emails for product-specific queries.● Managing team’s productivity reports and then finalizing rosters for the teams accordingly.● Highlighting the team performance in weekly interactions with clients.

● Interacting with customers over emails and calls regarding their travel packages.● Keeping a track of the tickets created and execution of the safe travel of the customers.● Coordinating with various hotels and flight operators across the globe relating to the package booked forcustomers through the business portal.