Cynthia Gomes

Currently functioning as a Senior Manager, Customer Retentions and Subscription Management, with Adobe Systems India Pvt. Ltd.

Key skills and experience include:

Driving financial benefits on account of value mapping, risk analysis and revenue impact strategy.

Experience managing large teams based out of various geographies, including EMEA and Japan, for both Adobe as well as vendor teams.

Project management capabilities leading to transition of various businesses as well as set up of new businesses in India.

Driving vision and achieving strategic goals leading to revenues that exceed targets time and again.

Established short and long term budgets pivoting on headcount mobility and retention & conversion targets.

Continued relationship management with large enterprise units deploying our software.

Proven change catalyst abilities driving innovation to ensure cutting edge and globally competitive operations.

Proven and consistent record of delivering results in Customer Experience, Service excellence and KPI Management.

Experience in various verticals, including healthcare and enterprise IT and in various domains including customer service, Enterprise IT support and Revenue and Retention.

Adobe Systems India Pvt. Ltd.

Manager, Technical Support, Document Cloud Enterprise (April 2009 to June 2015)

Senior Manager, Customer Retentions and Subscription Management (October 2014 to date)

Key Deliverables

Creating and managing relationships with large enterprise businesses that deploy Adobe. Involvement through the various stages: pre-sale, onboarding, first 90 days, deployment, active use, continued use, update & upgrade and technical troubleshooting, often requiring my team to liaise with Engineering to fix defects, deploy fixes in a controlled environment, monitor results and then push to production.

Providing daily status updates at the CTO level, during production down and production impaired situations.

Managing business processes to achieve operational excellence across primary deliverables including customer engagement and revenue & retention.

Designing & driving an effective governance structure for all key metrics, both in-house, and at the vendors that supplement our headcount.

Liaising with central teams and key stakeholders to ensure compliance at all levels within the business.

Effective resource management strategy including capacity augmentation to meet on-going business requirements.

In addition to business operations, led the employee engagement program (ESCAPE) for all non-IT groups out of Noida.

Also put together and drove the employee reward and recognition program for all non-IT groups out of Noida.

Designed and co-facilitated with ERC a program to train top talent with a view to put them into managerial roles, when support was ramping up in 2014.

Currently volunteering as mentor for Adobe Lean-In, with the intent of to provide an opportunity for women at Adobe in India to build an internal community, and coach each other on real world challenges about work-life-career that have a strong impact on the employee and her success.

Significant Highlights:

Continued high satisfaction scores on the support business on account of a robust engagement.

Productivity improvement of 25+% on retained subscriptions, on account of tightened processes.

In the middle of a near go-live implementation of a revenue generating conversion program at the vendor location: involved headcount planning, statement of work, definition of success, cost and revenue mapping and incentive strategy.

Operations Manager at WNS Global Services (February 2007 – March 2009)

Key Deliverables:

Employed in Feb 2007 as Assistant Manager, to recruit, train and supervise a batch of FTEs, including 2 Team Leads.

Promoted to Operations Manager in May 2008, to manage a blended process of Customer Service and Account Management for a huge US based client, with a team of 150 FTEs, including Front line agents, Team Leads and Assistant Managers.

Supervised hiring, training, assessment and continued performance of personnel.

Led strategic planning and execution initiatives, to enhance productivity, and efficiency through process improvement measures.

Identified trends and proactively addressed risk areas across knowledge, compliance and staffing.

Delivered weekly reviews and presentations to leadership and stakeholders globally.

Aligned with Business Partners and Senior Leaders within the business to forecast Ops needs.

Participated in SLA & vendor negotiations to ensure client satisfaction and cost-efficiency.

As an added engagement, was the lead for my entire business (300+) on a WNS wide, pan-India employee retention program.

Genpact

Process Associate (March 2001 to May 2003)

Process Developer (May 2003 to February 2005)

Resolution Expert (February 2005 to February 2006)

Management Trainee (February 2006 to February 2007)

Key Deliverables:

Employed in March 2001 as a process Associate for GE Appliances.

Moved on to become a Process Developer in May 2003. Was responsible for and measured on customer satisfaction and issue resolutions, on escalation calls.

Cleared an IJP to become a Resolution Expert in February 2005. As an RE, was responsible for training, audits, process gap identification and Lean projects.

Was promoted to Management Trainee in 2006. Was the shadow manager for a team of 5 agents responsible for high value GE Modular Space accounts.

Was rewarded for taking on additional responsibilities (visual management, SOP creation, knowledge management tool, etc.) without compromising on core responsibilities

Projects undertaken:Incentive standardizingSeat Utilisation Cost Reduction (transport effectiveness)Efficiency improvement Reduction of Rework

Education and Trainings:

BA from Jesus and Mary College, DU in 1995

Training from Harvard Manage Mentor:

Manage Yourself

Career Management Delegating Goal Setting Managing Upward New Manager Transitions Stress Management

Manage Others

Change Management Coaching and Developing Employees Difficult Interactions and Feedback Essentials Dismissing an Employee Global Collaboration Hiring Leading, Motivating and Retaining Top Talent Performance Appraisals Persuading Others Virtual Teams

Manage the Business

Budgeting Crisis Management Diversity Ethics at Work Innovation and Innovation Implementation Marketing Essentials Negotiating Performance Measurement Project Management Strategic Thinking & Strategy Execution LEAN and DMAIC 6 thinking Hats 7 habits of highly effective people