Mohit Kumar Email & Phone Number

Gurugram, Haryana, India

• The position demands best results in terms of quality, NPS and user experience. •KRAs- Voice and Non Voice Platforms i.e, Chats, Emails and Calling (IB and OB both)• The role is not limited to Quality Metrics only. It requires be a part of operational needs time and again and meliorate along the way. • To facilitate product team with regular UI testings and insights on improvement.• To run compliance audits and monthly PKTs in order to deep dive into process needs. • To adjust as per the evolving situations and ensure smooth deliverance of key metrics. • To ensure end to end closure of RCAs and terminals actions related to business escalations.• Timely Feedback and RNRs in order to exhort and persuade other team members and subordinates to achieve long term goals.

Gurgaon, India

• Worked with Ixigo in operations and assigned tasks consisted of User Dealing via both non-voice and voice platforms, pre and post sales; handling business clients and users via emails. Dealing with higher level escalations regarding business. • Was able to maintain 100% Quality Score for four months straight with one of the best efficiency among all the associates. • Topped the scorecard a number of times, where it consisted of FR, IR, C-Sat, AHT, Hygiene, timely logins and Quality.

New Delhi, Delhi, India

• Building a foundation with an aim of providing support to vulnerable section of Najafgarh, Delhi.• An initiative by Veena Vadini, daughter of an army man and a school teacher, who is taking care of this organisation single handedly from 4 years.

Gurgaon, India

• Worked in every department of operations i.e, Escalations/Social Team, Zomato Gold, Vendor Service, Fallback Team, FSSAI- Fuel Project, Rider Support Quality, Emails team and Chat Team. • Carried tasks related to improvements in terms of quality and NPS. • Assisted Escalations team with the social queries• Handled projects related to RTF and AHT/FCRs in order to meliorate the process.

Gurgaon, India

Assigned tasks consisted of user dealing and merchant servicing (B2B) at the same time, via chats, emails, social media and call channel.

Master Of Business Administration - Mba, Business Administration And Management, General

Post Graduate Program, Product Management And Analytics

Bachelor'S Degree, English Language And Literature, General

Practical And Theoretical Knowledge Of 16 Ragas And Culture Of Classical Music(Gwalior Gharana), Music, Distinction

Activities and Societies: Choir performances, Seminars about music and its origin, Exhibitions of indian classical music(instruments).

12Th Standard, Commerce, 87%

Activities and Societies: -Projects on interesting and hot-topics of that time, namely- GST! -Always took part in music related.

10Th Standard (Cbse), 9.4 Cgpa

Activities and Societies: • Was always asked to speak on Moral Values and Ethics by teachers. A field which is unexplored in india.