Mohit Vyas
Asst. Training Manager, Customer Service
Ahmedabad
Summary
Results-driven professional with a rich background of more than 12 years in training, customer service, and team management. As a Training professional, led the implementation of innovative training programs, fostering a culture of continuous learning. From navigating customer expectations to becoming a seasoned Trainer, bring a unique blend of expertise in customer service excellence. Proven ability to manage teams, handle escalations, and drive operational efficiency. Eager to contribute dynamic leadership and a strategic mindset to a role that values innovation and exceptional customer experiences.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Asst. Training Manager
WiseHuman LLP
Ahmedabad
02.2023 - Current
- Setting up training materials and other policies related to overall customer service operations
- Delivered new employee onboarding and training sessions
- Managing team and overall co-ordination
- Keeping close eye on overall process to ensure smoother business
- Managing CSAT, Quality parameters and Review systems
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Handling overall business operations in terms of training and customer service independently.
Customer Service Trainer
Contrado Imaging India Ltd
Ahmedabad
09.2018 - 02.2023
- Started as Customer Service Executive, Handled and managed Customer expectations over Calls, Chats, and Emails
- Promoted as Senior Customer Service executive handling all types of escalations and complaints along with social media and Trustpilot reviews along with Coaching and shadowing new joiners
- Promoted to trainer where took over full-fledged training, Coaching, Agent development, and Quality check
- Developed Training materials and other tools to make it easy for new joiners and agents to understand process.
- Developed and implemented successful onboarding program.
- Established and maintained quality control standards.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Created and oversaw training programs for smoother operations.
- Increased and maintained CSAT from 80% to 93% and NPS from 78% to 90%
Customer Service Executive
Spicejet Airlines Pvt. Ltd.
Ahmedabad
12.2015 - 09.2018
- Working as Customer Service Executive at SpiceJet Airlines, Sardar Vallabhbhai Patel international airport, Ahmedabad
- Task includes assisting passengers with booking tickets, Check-in, Boarding, and other travel-related queries, also handling passenger queries during irregular operations such as flight delays and cancellations.
Market Research Executive
Azure Knowledge Corporation
Ahmedabad
06.2015 - 10.2015
- Worked for five months as market research executive
- Major tasks included conducting telephonic interviews with targeted people about their views, opinions, and comments on client’s product or service requirement.
Front Desk Executive
Alternative Academy
Vasai
04.2013 - 05.2015
- Worked for 25 months as Front Desk Executive handling both Administration and sales
- Major Tasks included Counseling and accepting admissions of walk-in students regarding third-year Commerce and MBA Entrance exams and other related queries, scheduling lectures, and conducting workshops and test series.
Customer Service Representative
Serco Global Services
Mumbai
11.2012 - 06.2013
- Worked as customer service agent for Barclay Card, UK, Major tasks included handling customer’s queries regarding their credit card, handling their complaints and requests.
Sales Executive
Adhyay Cellular
Vasai
11.2009 - 09.2010
- Worked as Counter Sales executive for Airtel Relationship Centre, Major tasks included handling walk-in customer queries and complaints, pitching for postpaid conversions, and other related tasks.
Sales Administrator
Manashree Banquet Hall
Vasai
03.2008 - 11.2009
- Worked as sales executive and administrator for Party Hall, Major Tasks included giving complete information about rent and rates of Hall to walk-ins, maintaining follow-ups, and managing and assisting events.
Education
Bachelor of Commerce - Accounting And Finance
Annasaheb Vartak College of Engineering, Commerce, And Arts
Vasai, Maharashtra 06.2011 - 03.2012
H.S.C. -
Thomas Baptista Jr. College
Vasai, Maharashtra 06.2006 - 02.2008
S.S.C. -
St. John Bosco English High School
Vasai, Maharashtra 06.2005 - 03.2006
Skills
Quality Checks and CSAT
New hire on-boarding
Training and Development
Process evaluation and enhancement
Personal Information
- Citizenship: Indian
- Father's Name: Late Mr. Ghanshyam Vyas
- Date of Birth: 11/10/90
- Marital Status: Married
- PAN: AKDPV 6964 F
Timeline
Asst. Training Manager
WiseHuman LLP
02.2023 - Current
Customer Service Trainer
Contrado Imaging India Ltd
09.2018 - 02.2023
Customer Service Executive
Spicejet Airlines Pvt. Ltd.
12.2015 - 09.2018
Market Research Executive
Azure Knowledge Corporation
06.2015 - 10.2015
Front Desk Executive
Alternative Academy
04.2013 - 05.2015
Customer Service Representative
Serco Global Services
11.2012 - 06.2013
Bachelor of Commerce - Accounting And Finance
Annasaheb Vartak College of Engineering, Commerce, And Arts
06.2011 - 03.2012
Sales Executive
Adhyay Cellular
11.2009 - 09.2010
Sales Administrator
Manashree Banquet Hall
03.2008 - 11.2009
H.S.C. -
Thomas Baptista Jr. College
06.2006 - 02.2008
S.S.C. -
St. John Bosco English High School
06.2005 - 03.2006