Mohit Khatri
New Delhi
Summary
Highly motivated and self-driven professional with a strong emphasis on problem-solving skills and teamwork. Demonstrated proficiency in organization, adaptability, and niche oral and written communication abilities. Known for meticulous attention to detail and consistently delivering high-quality results under pressure. Effective presenter of ideas and solutions, leveraging strong problem-solving skills in back-end customer service and client management roles.
Overview
12
12
years of professional experience
Work History
Senior Specialist - Student Finance and Student Support
Chegg India Pvt. Ltd.
New Delhi
04.2023 - Current
- Provided personalized solutions to meet student's requirements, delivering exceptional customer service at all times.
- Leveraged strong networking skills to build and maintain enduring connections with stakeholders and colleagues across hierarchies, ensuring long-term benefits for customers through establishing positive work environments.
- Analyzed student agreements and flagged any discrepancies in enrollment.
- Managed over 200 monthly transactions, including disputes, withdrawals, tuition adjustments, payments, and refunds, while ensuring adherence to SLAs.
- Facilitated team collaboration to update workflows and procedures according to student feedback.
- Managed successful implementation of chat process from start to finish, adhering to business specifications and completing all objectives on time.
- Contributed to the development of the Chegg Skills Help Center, enhancing student self-service capabilities.
- Implemented problem-solving strategies by utilizing analytical skills to examine customer feedback trends over a 6-month period, identifying recurrent issues and collaborating with the product team in implementing appropriate solutions.
- Elevated student satisfaction ratings while prioritizing a student-focused approach through the attainment of performance goals encompassing Quality, Compliance, and Productivity.
Junior Specialist - Student Support
Chegg India Pvt. Ltd.
New Delhi
09.2021 - 04.2023
- Maintained zero breaches of SLAs and the privacy act while championing projects to completion.
- Collaborated with team leads to compile and analyze service performance data, identifying improvement opportunities.
Credit Analyst - Credit Bureau Unit
American Express Company
Gurgaon
08.2014 - 05.2015
- Compiled and conveyed comprehensive credit reports to Experian, Equifax, and TransUnion while strictly adhering to regulatory standards.
- Demonstrated adherence to blue box values while providing exceptional customer service by addressing diverse credit card reporting inquiries and issues, fostering customer satisfaction.
Reservations Associate - Leela Reservations Worldwide
Praxis Services Pvt. Ltd.
Gurgaon
01.2013 - 08.2014
- Maintained a high level of efficiency by processing over 300 reservations and cancellations per month on Opera, leading to improved customer retention.
- Boosted overall customer contentment by 10% through prompt handling of grievances received via email.
- Maintained a high level of precision in processing over 200 payments monthly and informing customers with thorough confirmation emails to enhance their experience.
- Boosted revenue by consistently responding to customer queries regarding additional upgrades, tours, or excursion options.
- Enhanced guest experience by promptly resolving issues through skilled mediation and negotiation.
Education
B.A. - Anthropology and Criminal Justice
University of North Carolina at Charlotte
Charlotte, NC, USA05.2020
B.A. - Hospitality Management
Kendall College
Chicago, IL, USA09.2012
Swiss Hotel Association Diploma - Hospitality Management
Les Roches International School of Hotel Management
Bluche, Valais, Switzerland07.2011
Skills
- MS Office Suite
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Outlook
- JIRA
- Confluence
- G Suite
- Stripe
- Zendesk
- Salesforce
- Legacy
- Triumph
- CLIC
- Opera
- Micros
Websites
Awardsrecognition
- Certificate of Excellence, Chegg India Pvt. Ltd., 08/01/23, Star Performer for H1: 2023.
- Chancellor's List, University of North Carolina at Charlotte, Spring 2020, GPA - 4.0
- Dean's List, University of North Carolina at Charlotte, Spring 2019, GPA - 3.7
Languages
- English, Bilingual proficiency
- Hindi, Full professional proficiency
- Spanish, Limited working proficiency
- French, Elementary proficiency
Timeline
Senior Specialist - Student Finance and Student Support
Chegg India Pvt. Ltd.
04.2023 - Current
Junior Specialist - Student Support
Chegg India Pvt. Ltd.
09.2021 - 04.2023
Credit Analyst - Credit Bureau Unit
American Express Company
08.2014 - 05.2015
Reservations Associate - Leela Reservations Worldwide
Praxis Services Pvt. Ltd.
01.2013 - 08.2014
B.A. - Anthropology and Criminal Justice
University of North Carolina at Charlotte
B.A. - Hospitality Management
Kendall College
Swiss Hotel Association Diploma - Hospitality Management
Les Roches International School of Hotel Management
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