Maneesh Mohan
Lead - Intuitive Operations and Automation
Bangalore,Karnataka
Summary
14+ years Experienced leader in Customer Service, Customer Experience, and Operations with a strong Project Management skill set. Proven track record of leveraging insights of data and consistently growing these abilities through stronger collaboration crossfunctionalities to inform product strategy, design, development. Agile Fast learner and flexible in understanding Business detail oriented, proactive with being able to adapt to changing project requirements with the alignment to the business goal, Strong in Analysis, Business Operations and good in Project management.
Overview
14
14
years of professional experience
9
9
Certification
Work History
LEAD - OPERATIONS AND AUTOMATION
COGNIZANT TECHNOLOGY SOLUTIONS
01.2022 - Current
- Managing a team of 52, enhancing daily performance
- Transitioned new line of business project with a 100% success rate
- Engaged in CRM enhancement and project automation to improve productivity and uphold project credibility
- Recommended and improved daily reports for clearer daily achievements
CUSTOMER EXPERIENCE ANALYST AND PROJECT LEAD
CLEARTRIP
10.2018 - 03.2021
- Managed a 19-member team in 3 locations (Bangalore, Mumbai, Pune) dealing with recruitment, training, scheduling & project up-gradation
- Met completion target in Ahead of time through Efficient Coordination and Planning.
- Succeeded in two of the payment integration product Payback and Flexifly which resulted 30% increase in booking percentage.
ASSOCIATE TEAM LEADER
247 AI
11.2010 - 05.2018
- I directed a team of 46 members for Tier1 & Tier2 whose responsibility was doing tasks such as Escalation, Refund & Cancellation, Amendment, ADM & LCC booking.
- I implemented streamlined solutions to production challenges, leading to a decrease of 10% in Average Handling Time (AHT).
- Provided hands on training with individualized feedback; this has contributed immensely towards reducing D-SAT (Customer Dissatisfaction) by 20%, improvement of QA score from 89%.
SENIOR CUSTOMER SERVICE ASSOCIATE
WIPRO
12.2007 - 03.2009
- Managed customer inquiries, handled cross-selling and upselling opportunities, and significantly boosted customer satisfaction scores from 65% to 90% by promptly addressing concerns and ensuring swift issue resolution.
Education
Bachelor of Business Administration - Business Administration And Management
Rabindranath Tagore University
Skills
- Customer Experience Optimization
- Effective Client Management
- Streamlined Customer Service Strategies
- Sales Strategy Implementation
- Exceptional Multitasking Capabilities
- Efficient Product Research
- Agile Project Management
- Coaching and Mentoring Expertise
- SLA and TAT Management
- Advanced-Data Analysis (Excel, PowerBi, Tableau, SQL)
- Clear Communication and Feedback Skills
- Meticulous Planning and Coordination
- Proficiency in Salesforce CRM
- Competence in Jira
- Proficient in Travel CRM Systems
- Hands-on Graphic Designing and Video Editing Tools
Accomplishments
- 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
Certification
- 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
Projects
· 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.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefitsPaid time offTeam Building / Company RetreatsPersonal development programsTimeline
LEAD - OPERATIONS AND AUTOMATION
COGNIZANT TECHNOLOGY SOLUTIONS
01.2022 - Current
CUSTOMER EXPERIENCE ANALYST AND PROJECT LEAD
CLEARTRIP
10.2018 - 03.2021
ASSOCIATE TEAM LEADER
247 AI
11.2010 - 05.2018
SENIOR CUSTOMER SERVICE ASSOCIATE
WIPRO
12.2007 - 03.2009
Bachelor of Business Administration - Business Administration And Management
Rabindranath Tagore University
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