Mohit Kumar Email & Phone Number

Gurugram, Haryana, India

• Spearheaded the largest bicycle retail chain, Hero Sprint Store, overseeing 250+ stores.
• Led strategic marketing activities, product display optimization, and innovative customer engagement initiatives.
• Formulated comprehensive annual business plans and expanded the retail chain into new cities, resulting in increased profitability and market share.
• Achieving the industry's pinnacle Net Promoter Score (NPS) and setting a new standard for customer satisfaction & retention.
• Oversaw strategic planning, design and maintenance of retail locations to uphold brand image and enhance operational efficiency, ensuring positive customer experiences.
• Implemented individualized store management approach to meticulously track and optimize business performance, prioritizing achievement and surpassing of breakeven targets.

Gurugram, Haryana, India

• In my previous role as AGM (Head of Customer Service & Retail Operations)Held the role of Head of Customer Service until March 2023, overseeing both Customer Service and Retail operations.AGM - Head Customer Service:
• Optimized CRM systems and streamlined customer interactions to improve overall satisfaction.
• Fostered customer advocacy through NPS & CSAT surveys, external reviews, case studies, testimonials and referrals.
• Developed and implemented targeted customer retention strategies, resulting in increased loyalty and repeat business.
• Ensured strict adherence to industry regulations and compliance mandates, maintaining legal standards in customer service practices.
• Contributed to the development of Sales Force Service Cloud and played a pivotal role in implementing digitization processes across the organization.

Gurugram, Haryana, India

• Sr. Manager – Head Customer Service:
• Established the after-sales service department CRM Solution at Hero Cycles Limited, including the creation of a call center and development of process modules, to enhance customer support.
• Led a dynamic team proficient in engaging with customers across various channels like emails, live chats, calls, social media, e-commerce platforms, and consumer forums, ensuring timely resolution of queries and.
• Enhanced claim management by providing prompt product feedback, forecasting complaint trends, and effectively articulating consumer perspectives with stakeholders.
• Prioritized and promptly resolved client concerns, meeting stringent TATs and consistently achieving high client satisfaction and compliance scores.
• Collaborated with the product development team to integrate customer feedback into product enhancements.

Delhi, India

At Birla Tyres I Managed territories across Punjab, Haryana, Himachal Pradesh, and Jammu & Kashmir, used to direct sales and service support across all segments with a network of 12 Offices and 250+ channel partners. In my tenure I maximized profitability and revenue generation, led service & sales teams and developed distribution networks. My key.

New Delhi Area, India

This period was marked by quick progressions bestowed in lieu of deliverables surpassed. I drove effectively distribution management enhancing dealer appointments, key account management, market development through identification of potential markets and led promotional campaigns to attain business goals. Tutoring customers on vehicle maintenance.

New Delhi Area, India

My first professional assignment offered an understanding to the tyre industry and helped me hone sales & marketing abilities. During this tenure, I handled sales and service by identifying potential markets, strengthening networksand appointing dealers. Apart from these as a part of strategic marketing activities, I analysed market shares, surveyed market.

Bachelor'S Degree, Mechanical Engineering

Diploma In Mechanical Engineering, Mechanical Engineering