1. CynthiaGomes
Currently functioning as a Senior Manager, Customer Retentions and Subscription Management, with Adobe Systems
India Pvt. Ltd.
Key skillsand experience include:
Drivingfinancial benefitsonaccountof value mapping,risk analysisandrevenue impactstrategy.
Experience managinglarge teamsbasedoutof variousgeographies,including EMEA and Japan,for bothAdobe aswell
as vendorteams.
Projectmanagementcapabilitiesleadingtotransitionof variousbusinessesaswell as setupof new businessesinIndia.
Drivingvisionandachievingstrategicgoalsleadingtorevenuesthatexceedtargetstime andagain.
Establishedshortandlongtermbudgetspivotingonheadcountmobilityand retention&conversiontargets.
Continuedrelationshipmanagementwithlarge enterprise unitsdeployingoursoftware.
Provenchange catalystabilitiesdrivinginnovationtoensure cuttingedgeandgloballycompetitive operations.
Provenandconsistentrecordof deliveringresultsinCustomerExperience,Serviceexcellence andKPIManagement.
Experience invarious verticals,includinghealthcare andenterprise IT andinvariousdomainsincludingcustomerservice,
Enterprise ITsupportand Revenue andRetention.
Adobe Systems IndiaPvt. Ltd.
Manager, Technical Support,DocumentCloudEnterprise (April2009 to June 2015)
SeniorManager,CustomerRetentionsandSubscriptionManagement (October2014 to date)
Key Deliverables
Creatingandmanagingrelationshipswithlarge enterprise businessesthatdeployAdobe.Involvementthroughthe
variousstages:pre-sale,onboarding,first90days,deployment,activeuse,continueduse,update &upgrade and
technical troubleshooting,often requiringmyteamtoliaise withEngineeringtofix defects, deployfixesinacontrolled
environment,monitorresults andthenpushtoproduction.
Providingdailystatusupdatesatthe CTO level,duringproductiondownandproductionimpaired situations.
Managing businessprocessestoachieve operational excellence across primarydeliverables includingcustomer
engagementandrevenue&retention.
Designing&drivinganeffectivegovernance structure forall keymetrics,bothin-house,andatthe vendorsthat
supplementourheadcount.
Liaisingwithcentral teamsandkeystakeholderstoensure compliance atall levelswithinthe business.
Effective resource managementstrategyincludingcapacityaugmentationtomeeton-goingbusinessrequirements.
In additiontobusinessoperations,ledthe employee engagementprogram(ESCAPE) forall non-ITgroupsoutof Noida.
2. Alsoputtogetheranddrove the employee rewardandrecognitionprogramforall non-ITgroupsoutof Noida.
Designedandco-facilitatedwithERCa program to traintop talentwithaview to putthemintomanagerial roles,when
supportwas rampingupin 2014.
CurrentlyvolunteeringasmentorforAdobe Lean-In,withthe intentof toprovide an opportunityforwomenatAdobe in
Indiato buildaninternal community,andcoacheachotheron real worldchallengesaboutwork-life-careerthathave a
strongimpact on the employee andhersuccess.
Significant Highlights:
Continuedhighsatisfactionscoresonthe supportbusinessonaccountof a robustengagement.
Productivityimprovementof 25+%on retainedsubscriptions,onaccountof tightenedprocesses.
In the middle of anear go-live implementationof arevenue generatingconversionprogramatthe vendorlocation:
involvedheadcountplanning,statementof work,definitionof success,costandrevenue mappingandincentive
strategy.
OperationsManager at WNSGlobal Services(February2007 – March 2009)
Key Deliverables:
EmployedinFeb2007 as AssistantManager,to recruit,trainand supervise abatchof FTEs, including2Team Leads.
PromotedtoOperationsManagerinMay 2008, to manage a blendedprocessof CustomerService andAccount
Managementfora huge US basedclient,withateamof 150 FTEs, includingFrontline agents,TeamLeadsandAssistant
Managers.
Supervisedhiring,training,assessmentandcontinuedperformanceof personnel.
Ledstrategicplanningandexecution initiatives, toenhance productivity,andefficiency throughprocessimprovement
measures.
Identifiedtrendsandproactivelyaddressedriskareas acrossknowledge,compliance andstaffing.
Deliveredweeklyreviewsand presentationstoleadershipandstakeholdersglobally.
Aligned withBusinessPartnersand SeniorLeaderswithinthe businesstoforecast Opsneeds.
ParticipatedinSLA & vendornegotiationstoensure clientsatisfactionand cost-efficiency.
As an addedengagement,wasthe leadformyentire business(300+) on a WNS wide,pan-Indiaemployee retention
program.
Genpact
ProcessAssociate (March2001 to May 2003)
ProcessDeveloper(May2003 to February2005)
ResolutionExpert(February2005 to February2006)
ManagementTrainee (February2006 to February2007)
3. Key Deliverables:
Employedin March 2001 as a processAssociate forGE Appliances.
Movedon to become a ProcessDeveloperinMay2003. Was responsible forandmeasuredoncustomersatisfactionand
issue resolutions,onescalationcalls.
ClearedanIJPto become a ResolutionExpertinFebruary2005. Asan RE, was responsible fortraining,audits,process
gap identificationandLeanprojects.
Was promotedtoManagementTrainee in2006. Was the shadow managerfora teamof 5 agentsresponsibleforhigh
value GE Modular Space accounts.
Was rewarded for taking on additional responsibilities (visual management,SOP creation, knowledge managementtool, etc.) without
compromising on core responsibilities
Projectsundertaken:
Incentive standardizing
Seat Utilisation
Cost Reduction (transport effectiveness)
Efficiency improvement
Reduction of Rework
Education and Trainings:
BA fromJesusandMary College,DUin1995
TrainingfromHarvard Manage Mentor:
Manage Yourself
CareerManagement
Delegating
Goal Setting
Managing Upward
NewManager Transitions
StressManagement
Manage Others
Change Management
Coachingand DevelopingEmployees
DifficultInteractions andFeedbackEssentials
DismissinganEmployee
Global Collaboration
Hiring
Leading, MotivatingandRetainingTopTalent
Performance Appraisals
PersuadingOthers
Virtual Teams
Manage the Business
