Mohit Jolly

Operations Associate

West Delhi, Delhi, India12 yrs 9 mos experience

Key Highlights

18+ years of customer service leadership experience
Expert in driving customer satisfaction and operational efficiency
Proven track record in team management and mentoring

Stackforce AI infers this person is a Customer Service Operations Leader with extensive experience in BPO and customer support.

Contact

Skills

Core Skills

Customer Service ManagementTeam ManagementProject ManagementCustomer SupportProgram Management

Other Skills

Business Process Outsourcing (BPO)Service StandardsTeamworkContinuous ImprovementTravel ManagementSupervisory SkillsPresentationsCustomer ExperienceCritical ThinkingPressure SituationsProblem SolvingSoft SkillsLeadershipCustomer RetentionAnalytical Skills

Experience

12 yrs 9 mos

Total Experience

1 yr 10 mos

Average Tenure

1 yr 5 mos

Current Experience

Genpact

Senior Manager

Dec 2024 – Present · 1 yr 5 mos · Delhi, India · On-site

Atlys

Head of Customer Service

Mar 2024 – Nov 2024 · 8 mos · India

Airbnb

Team Manager

Dec 2022 – Dec 2023 · 1 yr · Delhi, India · Remote

Business Process Outsourcing (BPO)Service StandardsTeam ManagementTeamworkContinuous ImprovementTravel Management+15

Amazon

Customer Support Operations Manager

Oct 2016 – Dec 2022 · 6 yrs 2 mos · India

Service StandardsTeamworkCustomer SupportContinuous ImprovementSupervisory SkillsProgram Management+13

Snapdeal

Assistant Manager

May 2015 – Mar 2016 · 10 mos · India

Managing CEO/ Social Media Escalation Department

Service StandardsTeamworkCustomer SupportContinuous ImprovementSupervisory SkillsProgram Management+13

Namshi.com

Manager - Customer Support

Sep 2014 – May 2015 · 8 mos · United Arab Emirates, Dubai

Service StandardsTeamworkCustomer SupportContinuous ImprovementSupervisory SkillsProgram Management+12

Snapdeal

Assistant Manager

Aug 2012 – Aug 2014 · 2 yrs · Greater Delhi Area

Working as an Assistant Manager managing Team Leaders handling a team of 220 Advisors and Sr Advisors in inbound Customer Service and Sales department.
 Key Focus
o Responsible for team reaching desired customer service level by motivating performance among team members targets
Delivering required Service Levels
o Responsible for improving the team and facilitating the communication among the members of team
o Perform the tasks of monitoring, organizing, and coaching team on a daily basis
o Handle responsibilities of communicating the company's purpose, core values, vision to the front employees
o Controlling Absenteeism and Attrition Percentage for the Team
o Identify new ways to increase the opportunities of sales and service
o Handle escalated calls, complaints, questions, and queries, as required
o Facilitate cross-functional communication within employees to improve working environment
o Draft reports on performance and targets of team members
o Perform the tasks of conducting training sessions of new joiners