Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
MOHIT DAMODARAN

MOHIT DAMODARAN

Bengaluru

Summary

Team Manager with 9+ years of experience in IT-enabled services, specializing in global TAC (Technical Assistance Center) operations, team leadership, service delivery, and client relationship management. Proven track record in managing cross-functional teams, driving performance, and improving customer satisfaction across US, EMEA, and APAC regions. Adept at process improvement, training, and implementing data-driven solutions for operational excellence.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Team Manager

iOPEX Technologies Pvt. Ltd
Bengaluru
01.2020 - Current
  • Lead TAC operations using platforms such as Salesforce, Genesys, and JIRA for tracking and managing customer issues.
  • Used Tableau dashboards to monitor and analyze team performance metrics, including ticket volume handled, case inflow trends, individual productivity, CSAT scores, and volume picked, supporting data-driven decision-making and strategic planning.
  • Coordinated with teams via Slack to ensure real-time updates and seamless communication.
  • Designed and implemented Performance Improvement Plans (PIPs) to address low-performing team members, track progress, and enhance overall team productivity.
  • Managed service delivery and ensured alignment with client SLAs across US, EMEA, and APAC.
  • Conducted performance evaluations, set goals, and implemented training programs.
  • Served as an IC to support team understanding of operational processes.
  • Fostered cross-department communication to ensure process adherence and timely updates.
  • Championed continuous improvement initiatives to enhance customer experience.

Sr. Quality Analyst (IC)

Hinduja Global Solutions
Bengaluru
11.2016 - 01.2020
  • Analyzed and reported audit results to identify trends and recommend improvements.
  • Conducted root cause analysis using QC tools to reduce DSAT and enhance CSAT.
  • Participated in management-level call calibrations and delivered feedback to teams.
  • Provided insights and suggestions to clients on process enhancements.

Education

B.Tech - Electronics & Communication Engineering

Maharshi Dayanand University
Rohtak
01.2014

Skills

  • Technical Operations Management
  • Leadership & People Management
  • Global Customer Support (Voice & Non-Voice)
  • Service Delivery (NPS, CSAT, TTR, TTC)
  • Process Improvement & RCA
  • Performance Evaluation & Team Coaching
  • Client Relationship Management
  • Customer support

Certification

  • CCNA, PCNSE
  • Quality Control Tools
  • Data Analyst Certification
  • Leadership Development
  • People Management

Languages

  • English
  • Hindi
  • Malayalam

Timeline

Team Manager

iOPEX Technologies Pvt. Ltd
01.2020 - Current

Sr. Quality Analyst (IC)

Hinduja Global Solutions
11.2016 - 01.2020

B.Tech - Electronics & Communication Engineering

Maharshi Dayanand University

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MOHIT DAMODARAN