Mohit Lohaniwal

Client Advocate (May 2023 – Present)

• Manage a portfolio of accounts by aligning product capabilities with business goals, driving consistent engagement and usage, and maximizing ROI through proactive outreach, business reviews, and tailored support to optimize recruitment workflows.
• Generate and analyze detailed client reports on platform usage, campaign performance, and key metrics to provide actionable insights and support strategic decision-making.
• Provide advanced troubleshooting and technical guidance related to integrations, APIs, data feeds, and platform configurations, ensuring seamless client operations.
• Collaborate cross-functionally with sales, product, and technical teams to resolve complex issues, advocate for client needs, and influence roadmap improvements.
• Analyze usage trends, recommend optimizations, and identify upsell opportunities aligned with client goals.
• Recognized for client retention rates, strong relationship management, and value-driven communication.

Technical Support Specialist (May 2022 – May 2023)

• Delivered Tier 2 technical support to EMEA-based clients, resolving complex platform issues.
• Investigate bugs, document reproducible issues, and ensure timely fixes.
• Developed deep technical knowledge of backend systems and internal tooling, becoming a go-to escalation point within the team.

Client Support Specialist (Apr 2019 – May 2022)

• Provided front-line support to CareerBuilder clients for job posting platforms, troubleshooting site issues, answering product queries, and guiding users through platform navigation.
• Trained and mentored new hires, supporting onboarding and knowledge sharing across the support team.
• Maintained high CSAT scores and met KPIs consistently in a high-volume support environment.

• Provided comprehensive customer service to British Airways clients, including booking tickets and managing itinerary changes.
• Assisted customers with travel-related queries, ensuring accuracy and compliance with company policies.
• Maintained high-quality service standards in a fast-paced environment, contributing to positive customer experiences.

• Provided customer support for Chevrolet car owners, assisting with vehicle-related inquiries, service information, and issue resolution.
• Ensured high customer satisfaction by handling concerns with professionalism and empathy.