Nidhi Thakur

Operations Associate

Delhi, India14 yrs 4 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 13 years of experience in project and process management.
Expert in client services and team collaboration.
Proven track record in improving customer satisfaction.

Stackforce AI infers this person is a SaaS professional with expertise in client services and project management.

Contact

Skills

Core Skills

Client ServicesTeam ManagementProject ManagementProcess ImprovementProduct EnhancementService Management

Other Skills

Client EngagementProduct UsageKPI EstablishmentWorkflow OptimizationOperational EfficiencyCRMManagementMISBusiness DevelopmentVendor ManagementAccount ManagementRecruitingBusiness AnalysisOnline MarketingPerformance Management

About

As the Team Lead Escalation Desk for Hospitality Cloud at Cvent, I manage the resolution of complex and high-priority issues for clients and internal stakeholders. With over 13 years of experience in project and process management, I have successfully implemented multiple initiatives to improve customer satisfaction, operational efficiency, and team collaboration. I hold a diploma in Project Management from XLRI Jamshedpur and certifications in Prince2, Six Sigma, and Agile Leadership. I leverage my analytical skills and domain expertise to identify root causes, design solutions, and execute action plans. I also mentor and coach my team members to enhance their skills and performance. I am passionate about delivering excellence and innovation in the hospitality industry.

Experience

14 yrs 4 mos

Total Experience

2 yrs 10 mos

Average Tenure

8 yrs 8 mos

Current Experience

Cvent

7 roles

Assistant Manager - PSG Builder & Passkey

Feb 2026 – Present · 3 mos

Team Lead - Client Services & Escalation Desk

Jul 2025 – Feb 2026 · 7 mos

I manage a high-performing team at Cvent, focusing on client deliverables that enhance user experience and satisfaction.
Developed and implemented strategies that improved client engagement and product usage.
Fostered a culture of accountability through the establishment of KPIs and KRAs for team members.
Contributed to the growth of the Hospitality Cloud by supporting custom project requirements for diverse clients.

Client ServicesTeam Management

Senior Escalation Desk Lead-Hospitality Cloud

Promoted

Jan 2023 – Jul 2025 · 2 yrs 6 mos

My role extends beyond traditional client service responsibilities; I actively contribute to product enhancement initiatives by providing valuable insights garnered from customer interactions. Additionally, I play a pivotal role in revenue projects, leveraging my expertise to identify opportunities and implement strategies that positively impact the company's financial objectives
As part of my responsibilities, I spearhead process improvement initiatives, systematically identifying areas for optimization and implementing streamlined workflows. Simultaneously, I actively foster a culture of continuous learning and knowledge sharing among team members, contributing to the collective growth and expertise of the entire team.

Process ImprovementProduct Enhancement

Escalation Lead - Supplier and Venue Solutions

Feb 2022 – Feb 2023 · 1 yr

Associate Project Lead

Jul 2021 – Feb 2023 · 1 yr 7 mos

Senior Project Consultant - Supplier and Venue Solutions

Jul 2019 – Jul 2021 · 2 yrs

Product Consultant - Supplier and Venue Solutions

Sep 2017 – Jul 2019 · 1 yr 10 mos

Sap

PMO Consultant - Helping Companies Run Simple

May 2015 – May 2017 · 2 yrs · Bengaluru Area, India

➢ Managing project deliverables in line with the project plan.
➢ Recording and managing project issues and escalating where necessary.
➢ Providing status reports to the project sponsor.
➢ Managing project training within the defined budget.
➢ Liaises with, and updates progress to, project board/senior management.
➢ Managing project evaluation and dissemination activities.
➢ Drive continuous improvement to Service Management Framework, tools, governance, support model, support quality, operational efficiency
➢ Manage and support engagement escalation and de-escalation
➢ Final approval of the design specification. Working closely with users to ensure the project meets business needs.
➢ Definition and management of the User Acceptance Testing programme.
➢ Identifying user training needs and devising and managing user training programmes.

Integreon

Production Specialist- Senior project Associate – Merck

Oct 2014 – Jan 2015 · 3 mos · Mumbai Metropolitan Region

➢ Monitor projects on an ongoing basis, evaluating progress and quality, managing issue resolution process and taking corrective action as necessary.
➢ Ensure the quality of all documents and data to assure the projects integrity.
➢ Work with the Project Manager to report analyzed data and communicate results
➢ Formatting and displaying statistical tables and charts for reports specific to the project requirements.
➢ Manage the project estimating activity.
➢ To Adhering to standardized format guidelines.
➢ Develop additional tools and refine processes to help all projects run effectively.
➢ Support the development and management of the project/application’s business case.
➢ Coordinate schedule of activities related to the project.
➢ Record milestones, expenses, and measures of success.

Project ManagementService Management

Brickwork india

Senior Business Associate & Concur Expert

Aug 2012 – Oct 2014 · 2 yrs 2 mos · Bangalore

➢ Support account plan development with the North American & International (Canada Division) Account Management Professionals (AMP)/ Account Management Leaders (AML), in clearly defining accountability, roles and responsibilities with overall program objectives.
➢ Own and document the relationship plan/map to track agreed strategy and ensure clients are active participants
➢ Implement and review client value tools to communicate and reinforce Gworks value proposition
➢ Create appropriate infrastructure/communication tools to support management
➢ Development an on-going management of account on-boarding program across key clients
➢ Conduct a thorough secondary research on different companies, sectors and industries to create specific reports and marketing collaterals.

Icici bank

Assistant Manager ( Privilege Banker)

Apr 2011 – Jul 2012 · 1 yr 3 mos · Bengaluru, Karnataka, India

➢ Identifies critical employee training needs across the Company, designs the annual training calendar, supervises its execution and monitors the effectiveness of training
➢ Monitors the execution of well-planned induction programs to enable the new employees reach productivity levels faster
➢ Responsible for providing end-to-end solutions to Privilege Banking (PB) customers across all products and services
➢ “Relationship Manager” for the set of PB customers who are mapped