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Carlton Gajadhar 

Customer Experience Professional | Marketing | Customer Relations | Communications

Professional Profile

A proactive, experienced Senior Event Officer with a wealth of experience in enhancing customer service/experiences and developing and planning high-profile events. Over 16 years in the tourist attraction and international foreign travel industry has facilitated a deep understanding of people and their needs in this challenging environment. Highly proficient and capable in any Management, Customer Relations, Marketing Communications, Creative Thinking and Event Planning activities that require excellent outcomes, efficient budgeting and cost containment. Excels in developing new and unique ways of retaining existing and gaining new clientele while maintaining a focus on profit objectives. Excellent leadership, collaborative, training, networking and communication abilities. Leads by example. An energetic individual with extensive knowledge and skills and a positive attitude that instils confidence and motivates team members to give of their best. Possesses impeccable credentials and is exceptionally well regarded by peers, managers and guests/customers. A valuable and experienced Customer Service/Experience Professional who has added considerable value to organisations throughout an exemplary career.

Objective

Currently looking for a challenging new opportunity where best use can be made of existing expertise and experience whilst facilitating further professional development. Keen to add value as a Manager, Consultant or Advisor in the customer experience industry.

Work experience

Jun 2012Present

SENIOR GUEST SERVICES ASSISTANT 

Merlin Entertainments Coca-Cola London Eye, London, UK
  • Interacting with and assisting high profile personnel and collaborating with the Marketing, PR and Events teams to develop a creative brief for their 2014 summer program whilst maintaining a focus on enhancing customer experiences
  • Assisting with various events including the 'Red Bull Revolutions in Sound’ and ‘Oasis Mango Medley Spin The Bottle’
  • Monitoring the queue lines whilst greeting and interacting with guests including high profile visitors
  • Effectively and proactively managing guest queries/complaints (face-to-face resolution)
  • Fulfilling the roles of a trusted, effective health, safety and job Trainer for new staff as well as a Team Builder

Key achievements

  • Using qualitative research techniques to assist the Product Excellence Manager to investigate enhancements and improvements to service delivery, products and staffing; highlighting improvement areas; creating reports and delivering presentations to senior management
Jan 2015May 2015

SENIOR EVENT OFFICER (CONTRACT)

European Bank for Reconstruction and Development (EBRD), London, UK
  • Liaising effectively with clients to fulfil expectations and deliver event services
  • Daily onsite management including managing venues, events and functions, personnel
  • Making a valuable contribution to the Business Forum Programme by collating pertinent event information for the Website, App and Brochure
  • Creating, collating and analysing numerous batches of statistical information
  • Ensuring the allocated budget is adhered to by ensuring effective decision-making & forward thinking strategic planning

Key achievements

  • Successfully overseeing the logistics for several events including assisting in the organisation of the Bank’s Annual Meeting held in Tbilisi, Georgia
  • Devising onsite training programmes pertaining to delivery of service and health and safety for all staff
  • Recruiting and selecting nine managers for specific roles, and managing and training a team of 70 staff onsite
  • Creating a customised event training program (and leading it for 5 days) for two levels of employees (management and students); the program included increasing staff morale, motivation and performance whilst introducing a fresh team perspective into the training
  • Developing and enhancing high profile client relationships and organising specific annual meeting related events
  • Being appointed Department Social Coordinator - activities include encouraging team building and enhancing and strengthening the team, particularly in problem areas
  • Efficiently solving problems and issues, working effectively under pressure and leading by example
Sep 2012Jan 2014

BRAND MANAGER

The American Institute for Foreign Study (Camp America), London, UK
  • Assisting Camp America with various PR and marketing initiatives including online marketing campaigns (Facebook/Twitter); 'on the ground' marketing campaigns; delivering Camp America presentations and Q & A sessions at current university
  • Working/representing Camp America at functions such as Fresher's Week and Careers Fairs as well as at events including Info Nights, Directors' Fairs, and Orientations; and building relationships with the leaders/heads of various relevant organizations such as clubs and societies.

Key achievements

  • Successfully acting as the 'ear on the ground' for Camp America ensuring it is kept up to date with university news and events; monitoring competitor activity and providing feedback and improvement suggestions to Camp America.
Sep 2009May 2012

ADMINISTRATIVE ASSISTANT LEVEL III - PROCUREMENT DEPARTMENT 

European Bank for Reconstruction and Development (EBRD), London, UK

Key achievements

  • Managing a team of nine procurement specialists and assisting the team with high profile individual related events
  • Enhancing, updating and promoting the image of the procurement department within the organisation by increasing exposure via internal communications
  • Utilising SAP and other modalities to modernise the coordination of senior staff travel arrangements
May 2009Aug 2009

PROGRAM DIRECTOR AT CAMP GRANDVIEW

The Salvation Army (Youth Camps & Recreation), Greater Atlanta Area, USA
  • Based on popular culture but with a religious undertone, developing the summer camp program including overseeing and monitoring budgets and developing and implementing program schedules
  • Resolving areas of concern for staff, campers and volunteers by proactively identifying and solving problems
  • Managing and supervising multiple program areas and 120 staff including leading daily briefings and planning, delivering required staff training components, and monitoring the performance of activity leaders and instructors
Mar 2003May 2009

MARKETING ASSISTANT, REGIONAL INTERVIEWER AND TRAINER 

The American Institute for Foreign Study (Camp America), London, UK
  • Utilising social media, SEM, direct marketing and targeted advertising channels to modernise and enhance Camp America's online presence thereby facilitating the organisation's continuation as a market leader
  • Creating business development opportunities between educational institutions - creating and developing a dedicated academic database utilising various means including direct mail, email marketing and telemarketing; and hosting seminars and conferences
  • Researching and obtaining relevant information by means of observation and appropriate sources, either face-to-face or via application forms
  • Carrying out day-to-day diverse administrative tasks including the maintenance of information files, report writing and the recording and documentation of relevant information

Key achievements

  • Rebranding and modernising Camp America publications
  • Utilizing creativity and innovation to write reports, ensuring each one is unique and different
  • Providing appropriate and effective representation as the first Camp America person that interviewers meet in person
  • Assisting in the growth of a competent personnel base by coaching, training and developing new interviewers
  • Working directly with customers in a public relations role; initiating, developing and maintaining interpersonal relationships thereby facilitating the development of constructive/cooperative working relationships for limited periods

Education

Oct 2012Jan 2014

MSc in International Tourism Management (with Distinction)

University of Lincoln, UK

Dissertation: ‘Inter-services’ - A qualitative phenomenological study of leadership perspectives on guest per-trip engagement within tourist attractions. 

Sep 2004Jun 2006

FDA, Marketing and Advertising (with Merit)

University of The Arts, London, UK

Awards and Achievements

  • The Lincoln Award (for achievements in voluntary service), University of Lincoln, UK, 2012

Publications

Dissertation published by the University of Lincoln, UK:

‘Inter-services’: a qualitative phenomenological study of leadership perspectives on guest per-trip engagement within tourist attractions, University of Lincoln, UK, 2014 (URL: http://eprints.lincoln.ac.uk/14636/ )

Professional Memberships/Affiliations

  • Member, International Association of Amusement Parks and Attractions (IAAPA), 2013 - Current
  • Member, Customer Experience Professionals Association (CXPA), 2015 - Current
  • EBRD Alumni Society, 2012 - Current
  • 4Talent Alumni, 2013 - Current
  • London College of Communication Alumni, 2006 - Current