Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Timeline
Generic

CHIRAG PATEL

Wake Forest

Summary

Senior Manager with Pfizer, specializing in CX solutions and API integrations. Achieved rapid adoption of Medallia surveys, enhancing actionable insights by 25%. Expert in technical project management and cross-functional collaboration, driving sustainable customer experience programs and delivering impactful user training for long-term success.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Manager, CX Solution Engineer

Pfizer
Raleigh
12.2024 - Current
  • Led launch of eight enterprise Medallia surveys within three months, achieving rapid adoption and measurable engagement across multiple markets.
  • Designed scalable CX solutions aligned with Pfizer’s enterprise architecture, integrating seamlessly with internal systems.
  • Collaborated with cross-functional teams to define technical requirements, developing custom dashboards and real-time reporting, resulting in 25% increase in actionable insights.
  • Developed secure API-driven integrations and SDK extensions to enhance Medallia’s capabilities while ensuring compliance with InfoSec and regulatory standards.
  • Navigated complex approval processes for security and compliance, facilitating timely solution deployment without compromising integrity.
  • Conducted technical design reviews and risk assessments, embedding security-by-design principles into all delivered solutions.
  • Delivered user training and documentation, ensuring 100% stakeholder adoption and long-term platform sustainability.
  • Acted as trusted advisor on voice of the customer program transformation initiatives, influencing decisions and guiding global platform investments.

Professional Services, Technical Manager

Medallia
Melbourne(Australia)|Raleigh
11.2018 - 11.2024
  • Architected sustainable CX programs, ensuring quality through optimized Medallia platform configurations.
  • Led technical projects for Medallia CX SaaS platforms, managing resources and budgets effectively.
  • Configured and customized Medallia platform, designing surveys and creating custom integrations.
  • Provided technical guidance and best practices during implementation and managed services projects.
  • Analyzed survey data to drive actionable insights, collaborating with Medallia support for troubleshooting.
  • Spearheaded custom integrations, enhancing SaaS capabilities and developing tailored dashboards for decision-making.
  • Mapped processes to identify inefficiencies, proposing solutions that improved operational performance.
  • Compiled monthly reports using Medallia, delivering actionable insights to senior management.

LEAD ANALYST

Etech Global Services
Gandhinagar
02.2016 - 07.2018
  • Guide teams and clients on CX program architecture, ensuring quality and sustainability.
  • Configure and customize the Medallia platform, including survey design and custom integrations.
  • Led technical projects for Medallia CX SaaS platforms, managing resources and budgets for optimal results.
  • Hands-on development and responsibility for the end-to-end implementation of the Medallia programs for the clients using core MEC products such as Medallia Experience Cloud, Medallia Speech, and digital.
  • Provide technical guidance, best practices, and user training throughout implementation projects and managed services projects.
  • Analyze survey data, troubleshoot technical issues, and collaborate with Medallia support teams.

ANALYST

Etech Global Services Inc
Gandhinagar
02.2014 - 02.2016
  • Implemented Customer Experience Management software for new clients, improving user satisfaction.
  • Developed metrics and dashboards to analyze testing performance, enhancing project outcomes.
  • Established reporting processes that delivered vital business insights, optimizing resource allocation efficiency.
  • Conducted requirement elicitation and created test plans to ensure accurate testing metrics representation.
  • Facilitated user acceptance reviews and documented user guides to enable smooth project transitions.

Education

MBA - IT - Information Technology, Banking and Finance

SICSR (Symbiosis International University)
Pune, India
07.2014

BACHELOR OF ENGINEERING - Computer Science & Engineering

SSGMCE, SGBAU
Amravati, India
06.2011

HIGHER SECONDARY CERTIFICATE -

Maharashtra state board of secondary and higher secondary education
Hinganghāt, India
03.2007

SECONDARY SCHOOL CERTIFICATE -

Maharashtra state board of secondary and higher secondary education
Hinganghāt, India
07.2005

Skills

  • Technical Project Management
  • Medallia Experience cloud
  • Customer experience
  • CX program architecture
  • API integrations
  • Data analysis
  • Technical project management
  • Real-time reporting
  • Dashboard development
  • Survey design
  • User training
  • Cross-functional collaboration
  • Data analytics
  • Data Visualization
  • Agile Methodologies
  • Stakeholder Engagement
  • Process Improvement
  • Change Management
  • User Experience Design
  • Performance Metrics

Certification

  • Medallia Product Certified
  • Medallia SFDC Certified
  • Medallia Digital Certified
  • C, C++

Hobbies and Interests

  • Playing cricket
  • Traveling
  • Hiking

Timeline

Senior Manager, CX Solution Engineer

Pfizer
12.2024 - Current

Professional Services, Technical Manager

Medallia
11.2018 - 11.2024

LEAD ANALYST

Etech Global Services
02.2016 - 07.2018

ANALYST

Etech Global Services Inc
02.2014 - 02.2016

MBA - IT - Information Technology, Banking and Finance

SICSR (Symbiosis International University)

BACHELOR OF ENGINEERING - Computer Science & Engineering

SSGMCE, SGBAU

HIGHER SECONDARY CERTIFICATE -

Maharashtra state board of secondary and higher secondary education

SECONDARY SCHOOL CERTIFICATE -

Maharashtra state board of secondary and higher secondary education

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