Megha Mohan

• Performance Managed team of 250+ FTE's in Inbound operations for International and Domestic Market.
• Managed service deliverance, C-sat, guest experience, NPS, process improvement, training compliance and quality improvement
• Successfully navigated the company through a critical transition Operations Manager period, resulting in continued growth and revenue in absence of key leadership roles.
• Played a key role during dnata site transition at BLR and from handling just India market calls(70 FTE) to global English (200 FTE)
• Lead the strategic planning and execution of the transition from Sabre GDS to Amadeus, ensuring a seamless migration process for all stakeholders.
• Identifying & executing business improvement initiatives in the areas of process excellence & guest experience
• Focusing on driving operational KPIs through hiring the right resource & ensuring a faster learning curve
• Ensure Quality standards are met as per COPC guidelines
• Analyzed customer calls for insights into improving both overall experiences and operational excellence
• High end focus on reducing Financial errors from 290k usd to 150k usd, by creating proactive audit checks. Refresher trainings for high erring employees and implementation of Risk Mitigation Plan(RMP).
• Worked along with stakeholders on educating employees on NPS. Based on employee opportunities identified through call analysis, training modules created in collaboration with training team
• Providing weekly, monthly & quarterly updates to the client on performance & seek help / guidance where required
• Recognized by the Client for exceptional leadership during a period of executive absence, maintaining operational excellence and positioning the company for future success
• Pioneered the development and implementation of a dedicated escalations handling team to address and resolve client escalations efficiently, ensuring zero loopholes in client communication
• Designed and executed a comprehensive training program for the escalations team, focusing on advanced problem-solving, communication strategies, and client service excellence
• Provided regular reports and analysis to senior management, highlighting key performance indicators, operational challenges, and recommendations for improvement
• In absence of senior leadership and key support functions for 6 months worked on creating business and company induction programs to ensure new employees receive comprehensive onboarding and are aligned with company values and objectives
• (Building Induction pack, Design Risk Mitigation Plan, Design scorecard for SME level) Handling a team of 250+ Agents, 14 TL’s and 9 SME’s
• Lead transportation projects to facilitate the transportation needs of all employees, ensuring efficient and cost-effective travel arrangements.

Key Achievements:

• Supported the Organization for 3-6 months in absence of key leadership and support functions with meeting all the KPI metrics
• Successful site ramp at BLR from a HC of 100 to 250+ in FY 2022-2023
• Worked along with the team for improvising D-sat scores from 14% to 4% for FY 2022-2023
• High end focus on reducing Financial errors from 290k usd to 150k usd, by creating proactive audit checks. Refresher trainings for high erring employees and implementation of Risk Mitigation Plan(RMP).
• Lead the strategic planning and execution of the transition from Sabre GDS to Amadeus.
• Recognized by the Client for exceptional leadership during a period of executive absence, maintaining operational excellence and positioning the company for future success.
• (Building Induction pack, Design Risk Mitigation Plan, Design scorecard for SME level) Handling a team of 250+ Agents, 14 TL’s and 9 SME’s

• Worked as interim Site Lead from Jan 20-Mar 20 for a period of 3 months.
• Had represented BLR site for and ensured that performance is BAU in absence of Site Manager.
• Had attended client meetings and delivered performance at global level.
• R & R and engagement activities planned in collaboration with HR.
• Have also guided and groomed Interim TL’s, PIC and QA during this role.
• Developed risk mitigation plans to identify potential risks in contact center operations and implemented strategies to minimize their impact on customer service and business continuity.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Due to increase in volumes of delayed refund cases, high D-sat and frequent guest complaints this team of EYrefundqueries was formed in BLR lead by me.

Key Achievements:

1.Awarded with Service excellence award in 2020 for my exceptional performance

2.Apart from managing my team, due to increase in volumes of delayed refund cases, high D-sat and frequent guest complaints created EYrefundqueries team lead by me.

3.In 2 years of span received opportunity to oversee the site in absence of site manager for 3 months

4.Played a important role in smooth transition of employee from WFO to WFH during Covid period

5.Collaborated with HR to work on creative a positive environment with frequent R & R and engagement activities

• Managed the floor agents to ensure they properly handled customer queries and assisted them with complicated issues
• Handled customer service issues, including unhappy clients, missed flights, overbooked hotels, mistakes in the itinerary, and other last-minute problems
• Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
• Managed and monitored new customer service representatives.

• Handled customer service issues, including unhappy clients, missed flights, overbooked hotels, mistakes in the itinerary, and other last-minute problems.

• Administered Communication training, including voice and accent, accent neutralization, Soft Skills and Process Training Delivery along with Content development while adhering to industry standards in compliance with instructional design concepts
• Designation – Teacher for Mathematics, Science, Computers & English for V, VI & VII standard as well as Academic Co-Ordinator
• Design and formulate the academic and Co-curricular plans and ensuring feedback of the parents and students
• Develop unit-based projects that are centered on real-world situations to show students the importance of gaining solid education Math correlates with everyday life
• Collaborate with Colleagues to integrate new activities and allocate effective resources.