Mohit Dua Email & Phone Number

County Dublin, Ireland

Dublin, County Dublin, Ireland

• Escalate complex inquiries to the appropriate team when necessary.• Maintain a professional level of service with internal and external stakeholders.• Support the Service team on various projects and initiatives.• Utilize ERP system (IFS) for efficient operations.• Performed remote setup and configuration of machines.• Continuously seek opportunities for business optimisation

Dublin, County Dublin, Ireland

On behalf of Concentrix Specializing in legal policy, trust and safety escalation for social media platform giant.• Consistently achieved high quality performance index at average of 95% monthly• Lead advisor within support team to review escalated contents violating platform guidelines and policies• Improved usage of tools and processes by streamlining daily tasks of support team. Successfully reduce team turnaround time towards support requests by 15%• Developed a knowledge base for support team to be used to collect and provide information for high priority incidents• Collaborated with client for process and policy reviews, and enhancing the guidelines used by support team for triaging requests • Demonstrated teamwork by communicating and guiding team members in relation to day-to-day activities and liaising with business partner on urgent incident requests

Dublin, County Dublin, Ireland

• Supervising and leading a team of employees. Providing guidance, direction, and support to team members. Assisting in the hiring, training, and onboarding of new staff• Assisting in the planning and execution of daily operations. Ensuring that operations run smoothly and efficiently. Monitoring and maintaining inventory levels

Dublin, County Dublin, Ireland

• Deployed new merchandizing techniques by rearranging product placement and new supplies in store, increased store sales by 11%• Introduced new shift method for store assistants to promote positivity of team, leading to a lively environment within store and significant customer service experience• Reconciled daily account ledgers and stock management in store ensuring balanced data• Facilitated communication with suppliers for stock delivery, ensuring availability of products on site

Dublin, County Dublin, Ireland

• Fostered quality service and relationship with customers by maintaining standard of Circle K consumer service policy• Curated high standard of display and visual merchandising in store ensuring well presented displays to customers• Manage sales in store by using computerized systems, without handling cash directly from customers• Provided day to day customer assistance, responding to inquries and resolving complaints

New Delhi Area, India

Industry lead of façade systems established in 1994 in Delhi, leading 4 customer support team members.• Established customer support policies boosting customer satisfaction by 40%• Resolved customer escalations on a timely manner by working alongside supply team• Administered shift arrangements of team in order to avail to customers in multiple timezones• Facilitated hiring, training and evaluation of team

Gurgaon, India

On behalf of Convergys- Tech Officer in leading technology corporation team provided technical expertise to Stakeholders and internal teams.• Achieved Key Contributor of the Year award within the first month of onboarding• Introduced and curated company wide documentation and internal knowledge system to store technical solutions related to Microsoft products for support team• Deputy contact for Tier 1 escalations for North America region, aligning with business teams• Investigate and resolve Microsoft Products queries via all means of communication • Trained teams to support on ms products

Birmingham, United Kingdom

Household goods wholesaler in Birmingham, intern in the customer relations team.• Regulated customer service resolution data entry ensuring information communicated to customer is captured• Prepared documentation for customer service policy• Allocated tickets to customer service team based on category of issues• Collaborate with customer service lead ensuring all customer queries are attended to

Postgradute Diploma, Cloud Computing

Modules: Cloud Security, Virtualisation, Cloud Architecture, Utility Computing, Cloud infrastructure Management, Research in Computing.

Bachelor Of Science (Bsc), Information Technology

Modules: Ethical policy, Entrepreneurship, System Analysis and Design, Human-Computer Interaction and Effects of Emerging Technologies.