Mohit Kalra
Operations Specialist
North Delhi
Summary
Operations professional with over 9 years of experience in fintech, eCommerce, and hospitality. Demonstrated ability to lead teams, enhance processes, and improve customer satisfaction. Skilled in deploying data-driven strategies that yield significant business results.
Overview
11
11
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Product Operations Manager
Neofinity Services Private Limited
08.2022 - Current
- Driving operational excellence in fintech solutions
- Executed cross-functional initiatives achieving 15% reduction in operational costs through Lean Six Sigma strategies
- Streamlined end-to-end process optimization for customer onboarding, decreasing turnaround time by 30%
- Established comprehensive training programs for 25+ team members, enhancing productivity by 20%
- Coordinated with product and engineering teams to optimize workflows and elevate customer experience
- Deployed data analytics dashboards enabling real-time performance monitoring and informed decision-making
Customer Service Team Lead
Zomato
02.2019 - 08.2022
- Transformed customer experience for India's leading food delivery platform
- Led a team of 15+ customer service representatives across multiple shifts and channels
- Achieved 25% improvement in customer satisfaction scores through strategic process improvements
- Designed escalation protocols that reduced average resolution time by 40%
- Implemented quality assurance frameworks resulting in 95%+ first-call resolution rate
- Mentored team members leading to 3 internal promotions during tenure
Customer Service Team Lead
foodpanda
07.2017 - 01.2019
- Drove customer retention strategies in competitive food delivery market
- Managed customer support operations for 100,000+ monthly active users
- Developed comprehensive agent training modules improving team performance by 35%
- Created customer feedback analysis system leading to product improvement recommendations
- Maintained 98% customer issue resolution rate consistently across 18 months
Associate Manager
Jubilant FoodWorks Ltd.
08.2016 - 04.2017
- Supported operations for India's largest food service company
- Coordinated multi-location operational activities across 10+ restaurant outlets
- Implemented inventory management systems reducing food wastage by 12%
- Conducted performance analysis and provided strategic recommendations to senior management
Industrial Trainee
The Lodhi
12.2014 - 04.2015
- Gained foundational experience in luxury hospitality operations
- Supported guest services operations in 5-star luxury hotel environment
- Assisted in event management for high-profile corporate and social gatherings
- Learned industry best practices in customer service excellence and quality assurance
Education
Six Sigma Black Belt Certification -
Henry Harvin
Bachelor of Science (BSc) - Hospitality Administration/Management
Delhi College of Hotel Management
India01.2016
Spanish Language and Literature (A1.1 & A1.2)
Instituto Cervantes
01.2016
12th Grade (CBSE) - undefined
D.L DAV Model School
01.2012
Skills
Leadership skills
Certification
Lean Six Sigma - Process Improvement Methodology
Accomplishments
- Operational Excellence
- 15% cost reduction through Lean Six Sigma implementation at Neofinity Services
- 30% faster customer onboarding process through workflow optimization
- 98% consistent customer issue resolution rate across multiple organizations
- Team Development
- Successfully mentored 25+ professionals leading to career advancement
- 3 team members promoted during Zomato tenure through structured development programs
- 20% productivity improvement through comprehensive training initiatives
- Customer Impact
- 25% customer satisfaction improvement at Zomato through strategic process changes
- 40% reduction in average issue resolution time
- 95%+ first-call resolution rate implementation
CAREER OBJECTIVE
- Seeking a senior operations role where I can leverage my extensive experience in team leadership, process optimization, and customer experience management to drive organizational growth and operational excellence in dynamic business environments.
- "Transforming operations through people, process, and performance excellence"
Timeline
Product Operations Manager
Neofinity Services Private Limited
08.2022 - Current
Customer Service Team Lead
Zomato
02.2019 - 08.2022
Customer Service Team Lead
foodpanda
07.2017 - 01.2019
Associate Manager
Jubilant FoodWorks Ltd.
08.2016 - 04.2017
Industrial Trainee
The Lodhi
12.2014 - 04.2015
Bachelor of Science (BSc) - Hospitality Administration/Management
Delhi College of Hotel Management
Spanish Language and Literature (A1.1 & A1.2)
Instituto Cervantes
12th Grade (CBSE) - undefined
D.L DAV Model School
Six Sigma Black Belt Certification -
Henry Harvin