Mohammad Mobasshir

Mohammad Mobasshir Email and Phone Number

Automation expert | Strategy, Product, Program & Growth @ Flipkart group | MBA FMS(Delhi) | Continuously improving @ Cleartrip
Mohammad Mobasshir's Location
Bengaluru, Karnataka, India, India
About Mohammad Mobasshir

Mobasshir has an MBA from FMS, Delhi and a rich 4+ years of professional work experience at Flipkart group of companies working on diverse projects in different teams driving business growth and efficiencies. He has sharpened his skills and continues to try new projects across the organisation as a generalist.He has worked in 0 to 1 journey projects of Cross Border Trade (driving process and team setup, product enhancements & cost efficiency) and Flipkart Wholesale (loyalty program and establishing sales team and their analytics and L&D tracks).He has also worked across mature categories like Large Appliances driving speed and inventory side projects like inventory planning, zonal scheduling, same day and next day product delivery and installation as well as working in Home BU driving cleaning & lighting category topline growth through account management of top 30% GMV contributing sellers. Launching product exchange for pressure cooker and gas stove was also one of the top projects driven by himFor the last 2.5 years he has forayed into a customer experience strategy and product role driving both contact centre automations as well as customer side product launches like Chatbot. He is responsible for setting up product roadmap for CX team and driving bottom-line efficiencies

Mohammad Mobasshir's Current Company Details
Cleartrip

Cleartrip

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Automation expert | Strategy, Product, Program & Growth @ Flipkart group | MBA FMS(Delhi) | Continuously improving
Mohammad Mobasshir Work Experience Details
  • Cleartrip
    Senior Manager - Strategy & Product (Cx) [Chat, Crm(Salesforce), Payments & Hotel]
    Cleartrip Oct 2023 - Present
    Bengaluru, Karnataka, India
    Product manager at Cleartrip for designing, launching & scaling up Chatbot and live chat capabilities to deflect customer queries through bot and minimizing human intervention requirement.Setting up customer support team’s product roadmap through customer's and agent’s pain point mapping, user requirement definition & product development.Reduced bottom-line CX cost by 11%+ in FY24 by strategic tech investments & agent side optimisationsManaging a team of 4 for Salesforce side development, optimizations & automations to improve CRM ticketing capabilities & reduce agent costs. Looked into storage architecture of data & optimized storage space requirements by ~45%Responsible for driving process and tech excellence for hotel and payments POD. Drove reduction of hotel service denials by 90% and payments related customer contacts by 20%. Reduced losses by customer frauds by ~2 INR crore & also led to operational efficiency by another ~3 crore INR
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  • Cleartrip
    Manager - Strategy & Product (Cx) (Hotel, Buses, Payments, Offers & Nbi)
    Cleartrip Aug 2022 - Sep 2023
    Bengaluru, Karnataka, India
    Responsible for managing customer experience (strategy & excellence) for Hotel, Buses & new business initiatives. Also managing customer experience for payments & refunds & all offers on Cleartrip and Flipkart Travel- Improved 2 hour hotel check-in related contact closure from 25% to 90%- 10% reduction in overall Cleartrip customer contacts- CX executive led cross selling to customers with ~5 crore GMV per year- Launched Buses with customer centric policies leading to 80%+ issue closure in 2 hours & 90%+ closure in 24 hours with ~43% contact reduction within 2 months of launch- Restructured & simplified offer constructs communication to customers resulting in 75%+ customer contact reduction & improved experience
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  • Flipkart
    Manager - Growth (Home)
    Flipkart Jan 2022 - Aug 2022
    Bengaluru, Karnataka, India
    Responsible for identifying customer pain points & pre/post purchase needs to come up with potential value added service offerings for HouseHold and HomeImprovementTools category customers- Launched Product Exchange for pressure cooker and gas stove verticals leading to ~5% incremental annual GMV- Launched Extended Warranty for HomeTools leading to bottom-line improvement
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  • Flipkart
    Category Manager - Cleaning & Utility Lighting (Marketplace)
    Flipkart Jul 2021 - Aug 2022
    Bengaluru, Karnataka, India
    Responsible for managing 300cr+ annual revenue category of cleaning & lighting- Improved unbranded market share against competitor for the clusters- Led pricing & selection improvement tracks for the super-category against upcoming competitors- Responsible for ensuring inventory buildup for festive sales (TBBD'21) as per demand plan- Understood user journey & user demand to develop category landing page for Cleaning cluster basis category & customer nuances
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  • Flipkart
    Program Manager (Customer Experience - Large Appliances) - Management Trainee
    Flipkart Jan 2021 - Jun 2021
    Bengaluru, Karnataka, India
    - Worked across different supply chains improving inventory placement, SLA & NPS- Managed different speed improvement projects like 24hr delivery (130% increased conversion) D0 delivery & Hyperlocal (Quick) for Large Appliances- Managed platform serviceability 65% D0 closures), aided in network expansion & worked on reducing returns & cost for high SLA orders- Improved delivery SLA by 33% for small appliances, helped scaleup Ekart to 25% more pincodes for large appliances
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  • Flipkart
    Strategy & Operations (Flipkart Wholesale) - Management Trainee
    Flipkart Jun 2020 - Dec 2020
    Bengaluru, Karnataka, India
    - Ideated 3 tiered loyalty program for Flipkart Wholesale and created a P&L impact model for the same- Program managed GST invoice feature launch on Flipkart retail platform for business and O&I customers leading to a 4%+ incremental GMV for the platform- Managed a 15 person sales team & scaled-up customer onboarding and sales by 2.5x by identifying process gaps, curating SOPs, creatng manual CRM using Google sheets- Owned analytics & reporting for sales team at Flipkart Wholesale- Redesigned training module for incoming sales team & formulated long-term L&D for them
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  • Toastmasters International
    Founding Member - Fms Toastmasters
    Toastmasters International Jun 2019 - Mar 2020
    New Delhi Area, India
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  • Toastmasters International
    Sergeant At Arms/ Logistics Manager - Fms, Delhi
    Toastmasters International Jun 2019 - Nov 2019
    New Delhi Area, India
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  • Flipkart
    Management Intern
    Flipkart Apr 2019 - Jun 2019
    Bengaluru Area, India
    Responsible for creating an E2E cataloging process for Cross Border Trade in Flipkart Marketplace by doing competitor benchmarking, creating SOPs & running proof of concept.Successfully did a proof of concept, made scalable cataloging process & scaled productivity by 6x at 70% cost efficiencyStrategized long-term product strategy for scaling up the business & received a Best Intern award & Pre Placement Offer for the work from the CHRO
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Mohammad Mobasshir Skills

Microsoft Office Customer Service Microsoft Excel Management Microsoft Word Powerpoint Teaching

Mohammad Mobasshir Education Details

Frequently Asked Questions about Mohammad Mobasshir

What company does Mohammad Mobasshir work for?

Mohammad Mobasshir works for Cleartrip

What is Mohammad Mobasshir's role at the current company?

Mohammad Mobasshir's current role is Automation expert | Strategy, Product, Program & Growth @ Flipkart group | MBA FMS(Delhi) | Continuously improving.

What schools did Mohammad Mobasshir attend?

Mohammad Mobasshir attended Faculty Of Management Studies - University Of Delhi, Netaji Subhash Engineering College, St. Sebastian's School, St. Mary's School, St. Dominic's School.

What skills is Mohammad Mobasshir known for?

Mohammad Mobasshir has skills like Microsoft Office, Customer Service, Microsoft Excel, Management, Microsoft Word, Powerpoint, Teaching.

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