Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Sapna

Sapna

Seattle,United States

Summary

To pursue a challenging career in a leading , progressive organization offering opportunities to leveraging my technical knowledge as an asset, and utilize my skills towards the growth of the organization

Overview

8
8
years of professional experience
1
1
Certification

Work History

Business Analyst

Etech- Medallia
01.2025 - Current
  • Collaborated with global Solutions Consulting teams to deliver high-impact, tailored product demos using Medallia Experience Cloud and associated integrations.
  • Managed the end-to-end demo environment lifecycle, including creation, configuration, staging, and troubleshooting, to ensure readiness for client-facing presentations.
  • Partnered with Sales Engineers to scope and customize demo assets for vertical-specific use cases, ensuring alignment with client needs and sales strategies.
  • Built and maintained guided demo flows, leveraging platforms like Walnut to create interactive, self-paced learning experiences.
  • Provided training, documentation, and enablement resources to new SCs as part of the SC Enablement Program, accelerating time to value for onboarding.
  • Acted as a bridge between product, engineering, and go-to-market teams to troubleshoot issues, coordinate feature rollouts, and incorporate feedback into demo assets.
  • Maintained quality standards through regular QA, version control, and process documentation for all demo environments.

Account Manager

LifeSight
Seattle, WA
06.2024 - 01.2025
  • Managed and grew relationships, serving as the client-facing advocate and expert for Lifesight's solutions, particularly for U.S. clients.
  • Led client onboarding processes, providing seamless integration and ongoing post-onboarding support, including campaign optimization and troubleshooting.
  • Strategically aligned Lifesight's solutions with clients' KPIs, helping them meet their business goals, while ensuring a high level of client satisfaction.
  • Worked closely with the Operations and Sales teams to project-manage client deliverables and ensure a smooth, coordinated experience for clients.
  • Offered post-sale support for a growing account list, efficiently prioritizing time and resources to meet client needs.

Business Analyst

Etech global services- Medallia
Gandhinagar, India
08.2021 - 12.2022
  • Worked with client project managers and other team members to build and support product implementations for large companies
  • Built long-standing customer relationships by providing them support with client meetings by leveraging in-depth client system capabilities
  • Majorly worked with Medallia clients on Medallia experience cloud to support their products via Ad-hoc requests/CSS customization requests and troubleshooting sessions to assure quality support to clients
  • Participated in implementation design, setup, review processes and migration of V2 forms in digital team
  • Identified improvements to feedback products and processes.

Software Specialist

IBM
Bangalore, India
03.2019 - 07.2021
  • Cross skilled with Servicenow tool and technical documentation
  • Adjusted Servicenow parameters to boost performance and incorporated new features using workflows, flow designer and other available features in Servicenow
  • Worked on onboarding process project where we onboard devices like servers and switches from clients environment to MCMS environment
  • Walked clients and internal staff through troubleshooting steps to resolve common Servicenow issues
  • Onboarded clients/internal accounts to offering services and configured SLA
  • Prepared technical documents for the team which includes process knowledge and user guide documents using MS Word and Excel.

Technical Analyst

IBM
Bangalore, India
01.2018 - 03.2019
  • Responded to Service, Product, Technical and Client-relational queries concerning features, specifications and repairs on current and discontinued products parts and options based on client entitlement
  • Expertise preparing report specifications and database designs to support reporting requirements.

Education

Bachelor of Engineering -

Vemana institute of technology
07.2017

Skills

  • HTML/XML/CSS
  • SQL/MYSQL
  • Customer Service
  • Business analysis
  • Agile/SDLC
  • ServiceNow (SaaS)
  • Medallia Experience Cloud (SaaS)
  • Customer experience management (CXM)
  • Interpersonal skills
  • MS Office O365
  • Database management
  • Technical Writing
  • Requirements Gathering

Certification

  • Product Marketing Certification, Great Learning
  • Google Digital Marketing & e-commerce Professional Certificate, Coursera

Timeline

Business Analyst

Etech- Medallia
01.2025 - Current

Account Manager

LifeSight
06.2024 - 01.2025

Business Analyst

Etech global services- Medallia
08.2021 - 12.2022

Software Specialist

IBM
03.2019 - 07.2021

Technical Analyst

IBM
01.2018 - 03.2019

Bachelor of Engineering -

Vemana institute of technology

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Sapna