Mohit Kumar

Experience

• 

  Amazon

  Aug 2022 - May 2023

  Manager (L5) Amazon

  A dynamic individual in Training & Quality Management, Process Improvement, and Team Management.An effective leader with distinguished abilities in Day to day operations & QCD (Quality Compliance Documents, Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.Facilitate analysis of voice of customer and complaints; ensure seamless communication between stakeholders on areas of improvement, follow-up and timely closure of complaints and action itemsIntroducing different camping to improve Quality of call and help to improve C-sat, Sales.Lean Manager / LSSGB/ , ISO 9001:2015 internal auditorOver the years, had the opportunity of working with organisations like Altisource, Flipkart, Landmark group, Unacademy. Show less

• 

  Infra.Market

  May 2023 - Aug 2024

  Senior Manager Process Excellence

  • Established an L&D (Quality & Training) for Customer Support | Customer Excellence (sales) | Product Support team for various segments• Establish and maintain quality assurance processes to measure and monitor the performance of support staff.• Oversee the design and delivery of training programs, including classroom training, e-learning, on-the-job training, and workshops.• Designed C-sat, IVR, and NPS for the process.• Collaborate with department heads, operations teams, and other stakeholders to identify training needs, align training programs with operational goals, and provide support for employee development, analyzing data to inform learning strategies and improve business outcomes.• Designed & launched – Process SOP and documents for Offline and online(E-commerce) customers.• Formulated mechanism of CSAT, which helped to improve Csat score from 78% to 90%.• Accomplished project on Rewards/loyalty program & Internal CRM tool for Support and success team.• Led cross-functional teams including FTEs, contractors, agencies, and other vendors to execute the product strategy.• Developed and implemented strategies to monitor and manage online reviews, resulting in a 20% increase in positive sentiment across platforms.• Conducting needs assessments and evaluating training effectiveness• Collaborated with cross-functional teams to align ORM strategies with marketing initiatives, ensuring consistent brand messaging and positive online presence.• Collated useful qualitative feedback from customers and shared it with other managers to assist in product development and adoption of improved practices.• Implemented leadership development programs to nurture leadership skills within the organization.• Implemented robust monitoring of internal QA and maintained an efficient performance management system.• Collaborated with cross-functional teams to ensure seamless program integration.• Created CX Roadmap, built multiple functions within CX Show less