Mohit Sadana
New Delhi
Summary
Results-driven professional with over 6 years of experience, including 4 years in BPO operations and customer service assurance. Proven leadership skills combined with a proactive approach to team management, quality improvement, and enhancing customer satisfaction. Expertise in establishing S.M.A.R.T. goals that inspire teams, foster development, and build strong collaborative environments. Highly skilled in overseeing diverse teams across inbound, chat, email, social media, and outbound channels within BPO processes.
Overview
9
9
years of professional experience
1
1
Language
Work History
Team Leader
JSquadstack
01.2025 - 04.2026
- Managing 30-35 Sales associates from campaigns and ensuring that day-to-day operations of the process run smoothly
- Responsible for day-to-day team’s productivity, quality, Performance monitoring, and managing teams to achieve their individual & group goals
- Staff planning: To make necessary changes in staffing based on day of week, call volume / required dials and managing Shrinkage, Attrition & Headcount accordingly
- Monitoring and acting on productivity, personnel, and payroll issues; Conducting 1-On-1s or team meetings and Annual performance appraisals
- Review dashboards/data reports on a daily/weekly/monthly basis and provide active constructive feedback to teammates
- Be directly responsible towards fostering the development of team by motivating them and ensuring career advancement and a long-lasting and fruitful relationship of the team with the Company through timely & constructive feedback and counselling
Rolls and Kulcha Bite
06.2022 - 09.2024
- Leading business of Food and Beverages of 2 outlet
- Managing 24/7 staff and their daily deliverables
- Managing Daily, Weekly, Monthly, and Annually profit and loss sheet
- Own Business
Team Leader
Jindal + Blinkit (Formely Grofers)
01.2021 - 05.2022
- Responsible for day-to-day team’s sales productivity, Performance monitoring, and managing teams to achieve their individual & group goals
- Staff planning: To make necessary changes in staffing based on day of week, order volume / required dials and managing Shrinkage, Attrition & Headcount accordingly
Team Leader
Radical Minds
08.2019 - 10.2020
- Managing up to 25 associates and ensuring that day-to-day operations of the process run smoothly
- Monitoring and acting on productivity, personnel, and payroll issues; Conducting 1-On-1s or team meetings and Annual performance appraisals
- Review dashboards/data reports on a daily/weekly/monthly basis and provide active constructive feedback to teammates
- Identifying and resolving problematic areas, preparing, and completing action plans; managing process improvement and quality assurance programs
- Conducting team Pre-shift and Post-shift sessions and rolling out important updates
- Handling real time customer escalation and coaching team to reduce the same Managing daily shrinkage as per the specified target
- Floor walking and live barging to identify improvement areas and coach advisors to come up the learning curve
- Sharing quality and operation feedbacks daily
- Prepare discussion sheet for daily/weekly/monthly team meet
- Responsible for day-to-day team’s productivity, quality, Performance monitoring, and managing teams to achieve their individual & group goals
- Staff planning: To make necessary changes in staffing based on day of week, call volume / required dials and managing Shrinkage, Attrition & Headcount accordingly
- Arranging reverse pickups from customers & providing appropriate compensation to customers
- Conducting investigations for wrong and empty delivery & Arranging refunds & Replacements
- 1mg Online Medical Pharmacy
Aegis
01.2017 - 05.2019
- Project - Airtel Retention (Joined as Senior executive after 13months promoted as a team leader)
- Handling calls and Negotiating with the consumer for not porting their number in other brands.
- Explanation of difference between Airtel & other brands and why we are best then others.
- Punching all information in CRM.
- Retaining customer on call with waivers & goodies
- Handling real time customer escalation
- Floor walking and live barging and coach advisors to come up the learning curve Sharing quality and operation feedbacks daily
- Conducting session for OJT team members and supporting them for 1month for their better knowledge of product.
- After 13 months – Promoted As a team leader in same process
- Staff planning: To make necessary changes in staffing based on day of week, call volume / required dials and managing Shrinkage, Attrition & Headcount accordingly
- Managing 15 associates and ensuring that day-to-day operations of the process run smoothly
- Responsible for day to day team’s productivity, quality, Performance monitoring, and managing
- Conducting team Pre-shift and Post-shift sessions and rolling out important updates
- Identifying and resolving problematic areas, preparing and completing action plans; managing process improvement and quality assurance programs
- Floor walking and live barging to identify improvement areas and coach advisors to come up the learning curve
- Review dashboards/data reports on a daily/weekly/monthly basis and provide active constructive feedback to teammates
Education
B.A Programme -
Delhi University
01-2017
Secondary School Examination - undefined
A.E.S. Sr. Sec. School
01-2013
Senior Secondary Examination - undefined
A.E.S. Sr. Sec. School
01-2011
Skills
Ability to demonstrate innovation and good judgement/ problem solving skills when making decisions
Ability to coach, develop action plans that maximize performance and provide effective feedback
Analytical Skills, People & Team management skills, strategic planning
Conflict management skills & positive ideas to motivate employees
Extensive PC skills including MS Outlook, MS Word, and MS Excel
Willingness to learn new skills
Interests
Playing Cricket & Badminton
Timeline
Team Leader
JSquadstack
01.2025 - 04.2026
Rolls and Kulcha Bite
06.2022 - 09.2024
Team Leader
Jindal + Blinkit (Formely Grofers)
01.2021 - 05.2022
Team Leader
Radical Minds
08.2019 - 10.2020
Aegis
01.2017 - 05.2019
Secondary School Examination - undefined
A.E.S. Sr. Sec. School
Senior Secondary Examination - undefined
A.E.S. Sr. Sec. School
B.A Programme -
Delhi University