Maneesh Mohan

I love to dig into customer challenges and solve them with strategic operational improvements. I create, scale, and optimize customer service and operational processes that deliver exceptional results. To accomplish this, I focus on key metrics, build high-performing teams, and quickly adapt to evolving business needs.

I have enjoyed a progressive career spanning 14+ years in Customer Service, Customer Experience, and Operations, with a strong emphasis on Product Management, Data Analysis, and Strategic Planning. My professional experiences have taught me the following about myself:

I can successfully lead and optimize customer service and operational teams to achieve significant improvements in efficiency and customer satisfaction.

I put the customer experience at the center of all that I do.
- I excel at executing complex projects within given constraints.
- My gut instinct is good, but I seek data for my decisions.
- I can align, lead, and grow high-performing team.

I love to achieve results, but empowering the team to win gives me greater satisfaction.
- I effectively communicate with both technical and executive audiences.
- I craft compelling narratives that drive action.
- I take full ownership of my responsibilities.

I am committed to continuous learning and professional growth.
- I am constantly learning because I strive for excellence.
- I remain composed when facing challenges.
- I prioritize making informed, high-quality decisions.

I enjoy meeting new people and sharing insights. Reach out if you want to discuss customer experience strategies, operational excellence, or Product Management best practices.

Professional Skills:

#CustomerService #CustomerExperience #OperationsManagement #ProductManagement #DataAnalysis #AgileMethodologies #CRM #ProcessAutomation #TeamLeadership #StakeholderManagement #SLA #TATManagement #BusinessAnalysis #LeanSixSigma #TravelIndustry #Salesforce #Jira #PowerBI #Excel #SQL #RPA #Automation

• Increased bookings by 30% by integrating 2 products (Payback and Flexifly)
• Achieved a 98% performance improvement and reduced FTE costs by 62%
• Grew team size from 10 to 46 through strategic recommendations and process enhancements

• Diploma in Aviation Hospitality and Travel management
• FTLP (Leadership Program)
• Lean Six Sigma (Yellow Belt)
• International Certified Career Coach Programs (Foundation Level)
• Business Analyst
• Project Management Essentials
• Process Mapping and Flowcharts
• Agile for Project Manager
• Project Genius - Generative AI

· Successfully transitioned the SkyMiles Line of Business work to Cognizant.

· Orchestrated the integration of two products, Payback and Flexifly, at Cleartrip.

· Spearheaded the Revenue Project team, enhancing operational efficiency through automation of key tools.

· Managed the coordination of an RPA automation project, resulting in significant improvements in auto cancellation and auto refund processes.