Maneesh Mohan Email & Phone Number

Greater Bengaluru Area

Overseeing a team of 51, enhancing daily performance.Transitioned new line of business projects with a 100% success rate.Engaged in CRM enhancement and project automation to improve productivity and uphold project credibility.Recommended and improved daily reports for clearer daily achievements.

Bangalore Urban, Karnataka, India

• Managed the team of 19 in 3 locations (Bangalore, Mumbai, and Pune), ranging from agents to SME’s, overseeing hiring, training, scheduling, and project improvement.
• Used to break down problems, evaluate solutions and make decisions, which improved the FTE productivity and cutting cost by 62%.
• Used coordination and planning skills to achieve the target before the scheduled week.
• Handled day-to-day running of Project tasks, ensuring high levels of productivity and progression from 50% to 98%.
• Worked effectively with cross-functional teams to integrate products that elevated customer experience and significantly increase bookings by 30%.

Bengaluru, Karnataka, India

NPS scores Analysis.Check with the customer the reason for dissatisfaction.Establish the error if any and ask the concerned team to fix the same.Coordinated API Integration - Payback

Bangalore

• Directed and supervised Tier1 & Tier2 team of 46 which engaged in tasks such as Escalation, Refund & Cancellation, Amendment, ADM's & LCC booking.
• Minimized resource and time losses by addressing employee or production issues directly and implementing timely solutions, to improvise the AHT by 10%.
• Continuously checked agent productivity for quality assurance according to strict guidelines, to reduce the D-SAT by 25%.
• Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills, to improve QA score by 89%.
• Coached and Mentored BQ agents on soft skills to improve the CE score by 85%.
• Established open and professional relationships with team members which helped resolve issues and conflicts quickly.

Pune Area, India

• Responded to customer requests for products, services, and company information.
• Provided exceptional customer services with greeting and acknowledging all customers in a friendly, professional manner, to achieve a QA score of 85%.
• Improved customer satisfaction ratings from 65% to 90%, by addressing issues and fostering timely resolution.