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
Team management
Interdepartmental teamwork
Performance evaluation
Strategic development
Operational efficiency
Lean Six Sigma
Streamlining processes
Quality control
Tech analysis
Data analytics
CRM management
Dashboard design
Digital tool expertise
Client engagement
Client loyalty tactics
Customer service excellence
Issue resolution
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