Summary
Overview
Work History
Education
Skills
Timeline
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Mohit Khatri

Gurgaon

Summary

Results-driven Operations Specialist with expertise in data analysis, client relationship management, and business analysis. Skilled in managing Projects, Stakeholders, client deliverables, and data-driven insights. Proficient in CRM systems, stakeholder communication, and developing comprehensive reports and presentations. Recognized for critical thinking, attention to detail, and enhancing metrics to drive stakeholder satisfaction.

Overview

5
5
years of professional experience

Work History

Specialist - Metrics, Analytics & Reporting

Mercer Consulting
Gurgaon
09.2022 - 06.2024
  • Cultivated strong client relationships through understanding needs, gathering feedback, and identifying opportunities.
  • Tracked and coordinated employee benefits insurance policies (Health and Risk) renewals across EMEA, Americas, and APAC regions
  • Worked on the client Projects (Onboarding, implementation and Ad-Hoc) with stakeholders
  • Manage the timeliness of client deliverables - before, during, and after renewal or implementation.
  • Prepared detailed reports, dashboards, and PPTs for weekly and monthly client calls.
  • Delivered reporting from GBM Analytics to support Account Administration team
  • Partnered with local consultants and stakeholders to assess renewal rates, revenue forecasts, and essential metrics for the purpose of optimizing customer retention strategies.

Senior Associate - Operations

WNS Global Service
11.2021 - 08.2022
  • Front-led internal and external stakeholder engagements while collaborating with onshore clients based in the UK and US.
  • Supported various Pharma-based systems (Clinical trial database management) (Oracle tools) as a business admin and provided resolutions to the users as per the request received in ServiceNow, Remedy and on Mail
  • Participated in various UAT assignments involving script creation and extensive formal as well as informal testing.
  • Created weekly and monthly reports, along with dynamic dashboards using Excel and Power BI. Ensured the development and maintenance of up-to-date standard operating procedures (SOPs) for operational activities.
  • Contributed single-handedly in various business operation activities.

Business Service Support Advisor (Customer Service)

BT Global Services
Gurgaon
03.2020 - 10.2021
  • Delivered comprehensive technical assistance to current EE clientele regarding network troubleshooting, signal optimization, internet usage problems and device-related challenges across phone calls, chats and emails.
  • Delivered quality standards for various operational areas & ensuring a high-quality customer experience, while following the SLAs and work processes
  • Delivered key performance targets like customer satisfaction, agreed SLA/ TAT/ RR /financial target and quality compliance Recommended.

Process Associate

Genpact
Gurgaon
07.2019 - 03.2020

Education

Executive Post Graduate Certification - Data Science & Artificial Intelligence

IIT Roorkee (Through Intellipaat)
05-2025

Bachelor of Technology -

Maharana Pratap University of Agriculture And Tech
Udaipur
06-2018

Rajasthan Board - 12th

01.2013

Rajasthan Board - 10th

01.2011

Skills

  • Communication
  • Critical Thinking
  • Problem Solving
  • Attention to Details
  • Client Service
  • Stakeholder Management
  • Analytical Skills
  • Project Management
  • MS Office (PPT, Excel, word)
  • Advanced Excel
  • Excel VBA and Macros
  • SQL
  • Power BI
  • JIRA
  • ServiceNow

Timeline

Specialist - Metrics, Analytics & Reporting

Mercer Consulting
09.2022 - 06.2024

Senior Associate - Operations

WNS Global Service
11.2021 - 08.2022

Business Service Support Advisor (Customer Service)

BT Global Services
03.2020 - 10.2021

Process Associate

Genpact
07.2019 - 03.2020

Executive Post Graduate Certification - Data Science & Artificial Intelligence

IIT Roorkee (Through Intellipaat)

Bachelor of Technology -

Maharana Pratap University of Agriculture And Tech

Rajasthan Board - 12th

Rajasthan Board - 10th

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Mohit Khatri