Summary
Overview
Work History
Education
Skills
Timeline
ResearchAssistant
Goldie Thomas

Goldie Thomas

Windsor

Summary

Subject Matter Expert and trusted advisor bringing 6+ years of experience of Client management. Interface and collaborate with clients and internal team members, providing consultative enhancement. Skilled in mentoring team members to deliver exceptional service via driving product adoption and discuss upsell / cross- sell opportunities to implement expansion plans and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Additionally also skilled in Project Management practices, Event Management, Account Management, Stakeholder Management and Salesforce reporting.

Overview

7
7
years of professional experience

Work History

Subject Matter Expert

Cvent
Gurgaon
01.2020 - Current
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Created customer support strategy to increase customer retention.
  • Handle Client Accounts and their projects with specific requirements and delivering them by working in tandem with support team, technology team and client in a timed environment.
  • Be point of escalation and manage client expectations.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Involved in projects for product User Acceptance Testing (UAT) and provide inputs to help evolve for upcoming features/enhancements within the platform.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Assisted customers by answering questions and fulfilling requests.
  • Facilitate Product and Process debriefs for feedback collection purposes.
  • Track customer feedback tickets to present monthly review trends to the Product Team.
  • Increased productivity by over 30% through multiple process improvements.
  • Mentoring new team members in understanding the role and coaching them on their client interaction to ensure the quality standards are met.
  • Schedule and conduct product/process trainings for Associate and Senior Product Consultants.
  • Documented client progress through case notes and documentation.
  • Facilitate stretch roles for frontline associates and leading the Upsell (Lead Gen) program

Senior Product Consultant

Cvent
Gurgaon
01.2019 - 01.2020
  • Comprehending the digital business requirement for the clients to then strategies and execute digital solutions in the most efficient and timely manner.
  • Handle Client Accounts and their designing projects with specific requirements and delivering them by working in tandem with designing, support team and client in a timed environment.
  • Handling upselling of the professional services and making sure that services are delivered as promised.
  • Handling Client Accounts to deliver online event registration projects related to Agenda, Travel, Surveys, Meeting Requests, Registrations & Advanced pre and post event reporting.
  • Training new clients on the Cvent tool. Sharing best practices and training material to make them comfortable with the new platform. This involves multiple WebEx or Zoom meetings to educate client through screen share/recording.
  • Understanding client contracts and their business trend to drive Lead Generation for the future betterment of the account and business.
  • Consistent Testing and Troubleshooting of the software to stay updated and report any bugs or latency.
  • This often results in submitting product enhancements to the Product team.
  • Managing Open projects/cases for the team to drive liaising/follow ups with clients. .
  • Mentoring new team members in understanding the role and coaching them on their client interaction to ensure the
    quality standards are met.
  • Assisted customers with product needs and introduced new store offerings.

Product Consultant

Cvent
Gurgaon
01.2018 - 01.2019
  • Comprehending the digital business requirement for the clients to then strategies and execute digital solutions in the most efficient and timely manner.
  • Conducting tests and troubleshooting the software to stay updated and report any bugs or latency.
  • This often results in submitting product enhancements to the Product team.
  • Handling client accounts and their designing projects and delivering them by working in tandem with designing team and client in a timed environment.
  • Attended trainings and workshops to learn about new products and then shared this information with customers.
  • Assisted customers with product needs and introduced new store offerings.
  • Described and explained details about product options to inform customers and guide purchasing decisions.

Business Analyst

Barclays Bank
Noida
06.2014 - 01.2017
  • Good Delivery high on client expectations and organization, exceptional problem solving abilities.
  • Organizing and hosting team meeting in terms of various aspects of the business and service, delivering the effective number Creating and conducting training programs for the new hires, team members and being a support specialist.
  • Coaching and mentoring for skill enhancements in team and bring out the number as per the company standards.
  • Built library of models and reusable knowledge-base assets to produce consistent and streamlined business intelligence results.
  • Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
  • Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.

Education

Bachelor of Technology - Mechanical Engineering

Punjab Technical University
2009 - 2013

Skills

Hybrid/Virtual Event Creation/Management

undefined

Timeline

Subject Matter Expert

Cvent
01.2020 - Current

Senior Product Consultant

Cvent
01.2019 - 01.2020

Product Consultant

Cvent
01.2018 - 01.2019

Business Analyst

Barclays Bank
06.2014 - 01.2017

Bachelor of Technology - Mechanical Engineering

Punjab Technical University
2009 - 2013

Similar Profiles

CREATE PROFILE
Goldie Thomas