Mohan B Email & Phone Number

Bengaluru, Karnataka, India

Working at SuperAGI means being part of a team dedicated to advancing cutting-edge AI research and contributing to the development of Generalized Super Intelligence. It's an opportunity to innovate and make a significant impact in the field of AI. Spearheaded a team of diverse specialists including graphic designers, sales development representatives, market researchers, voice-over artists, web developers, and social media managers.Fostered a collaborative environment, promoting open communication and knowledge sharing across disciplines.Optimized team workflow by implementing a streamlined task assignment process, resulting in a consistent turnaround time (TAT) of under 1.5 hours from 4 hoursIncreased Customer Satisfaction:• Championed a client-centric approach, exceeding expectations and achieving a high CSAT score of 4.4 out of 5.• Proactively addressed customer concerns by fostering open communication and ensuring timely resolution.Enhanced Project Management & Reporting:• Developed and maintained comprehensive daily, weekly, and monthly volume reports.• Translated data into actionable insights, providing clear visibility into team productivity, project progress, and potential roadblocks.• Utilized data analysis to identify areas for improvement and implement process optimizations.Streamlined Bug Resolution Process:• Partnered closely with the product team, conducting daily reviews to proactively identify and address bugs.• Fostered a collaborative environment that encouraged open communication and knowledge sharing, leading to efficient issue resolution and accelerated product development.• Celebrated team successes in fixing bugs and enhancing the product, ensuring high morale and continued innovation.

Bengaluru, Karnataka, India

This highlights my achievements in leading successful initiatives that transformed customer experience and operational efficiency. I consistently delivered projects on time and within budget through meticulous planning, execution, and collaboration. My ability to analyze complex data, develop solutions, and drive strategic change has resulted in measurable improvements in key performance indicators (KPIs) across diverse projects.Project Management ExpertiseSuccessfully onboarded 1,200 employees for a major Australian telecom provider, exceeding client expectations while managing the entire hiring process and establishing quality metrics.Collaborated effectively across departments to design and execute a comprehensive transition plan.Enhancing Customer ExperienceLed a root cause analysis to identify issues impacting customer experience and championed the creation of a dedicated Bangalore case management team. This resulted in a significant increase in Net Promoter Score (NPS), issue resolution rates, and turnaround times (TAT).Spearheaded the digital transformation of customer service channels, driving a surge in mobile app adoption from 40% to 70%, empowering customers and streamlining support operations.Developed and implemented a Community of Experts (COE) program to create versatile frontline agents, leading to a 60% reduction in call transfers, a 19% increase in first contact resolution, and a 42% decrease in customer complaints escalated.Driving Revenue GrowthTransformed the service team from a cost center to a revenue generator, achieving a 7.5% sales conversion rate that exceeded the target of 6%. This success stemmed from a comprehensive change management plan, robust sales training, performance-driven incentives, and dedicated sales coaching.

Bangalore

I am into managing and overseeing the day-to-day operations of a collection team dealing with home and Motor Insurance and ensuring that the team meets or exceeds performance targets and service level agreements (SLAs). I skillfully led program certification under QMS (ISO 9001-2001).As project lead, I proposed a thorough business plan that addressed the FTE requirement, additional costs, timelines, and associated risks to a system error that caused 15,000 cases to build up in our backlog, necessitating manual intervention. Thanks to the successful execution of this plan, we were able to clear the backlog in record time and win the client's trust. I was awarded the title of "Best Manager" for a demonstrated history of accomplishments in team building, employee engagement, goal setting and achievement, strategic planning, and effective communication.• Using technology to streamline collections while managing debt, monitoring payment arrangements and reconciliation, improving interaction with debtors, and offering a number of payment options.• Providing team members with mentoring and coaching to help them grow as individuals and accomplish their objectives, as well as monitoring and reporting on team performance indicators including productivity, quality, and customer satisfaction.• Regularly giving team members feedback, pointing out areas for improvement, and praising achievements; making that all programme leaders fulfil the coaching standards; and working with Organization Development to find solutions.• Designing and implementing process modifications and best practices with other managers and leaders, managing attrition and succession planning, and delivering metrics like NPS, TAT, and complaints are all examples of performance measures.• Managing and promptly addressing customer complaints and escalations, as well as ensuring that programme operations follow the guidelines of the established SLAs.

Bengaluru, Karnataka, India

I am into assisting Banking and Credit Card clients with basic questions, balance transfers, upselling, and retention over the phone. The Client nominated SPOC for accrediting supervisors. I received several awards for consistent NPS, AHT, zero complaints, and 100% compliance. I was appointed as the In-charge of running the escalation desk and reporting on areas of attention, TNI, and action plans for recurrent callers. I was chosen by the clients to certify team leaders’ and managers' process knowledge.• Customers' satisfaction with the company's goods and services is monitored and analysed using NPS scores.• Creating and implementing plans to raise NPS ratings, such as identifying problem areas and making adjustments to resolve client complaints.• Tracking and dealing with customer complaints to ensure they are resolved quickly and efficiently; devising and putting into practice ideas to lower AHT while upholding a high level of customer satisfaction.• Tracking transfer rates to make sure that client enquiries are sent to the right division or person.• Creating and putting into practice techniques to lower transfer rates while making sure that customer queries are addressed quickly and effectively.• Creating and implementing plans to minimise the volume of customer complaints by locating the underlying reasons and taking appropriate corrective action.

Bachelor Of Commerce (Bcom), Accounting And Taxation

Education record