Prateek Mohite
Pune
Summary
Results-driven customer service and contact center operations professional with over 7 years of experience. Proven track record of supporting global clients across the telecom, retail, and utilities sectors. Expert in managing multichannel support (Live Chat, Email, Voice) while consistently exceeding KPIs for quality, productivity, and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Senior Associate - Operations
WNS Global Services
02.2023 - 05.2025
- Exceeded Performance Benchmarks: Managed high-volume customer interactions for British Gas (Utilities) via live chat and email, consistently meeting KPIs for quality and turnaround time.
- Enhanced service quality: Provided actionable feedback to peers, improving service consistency and minimizing repeat customer contacts.
- Resolution excellence: Addressed complex customer complaints and escalations by adhering to SOPs, ensuring accurate documentation and achieving first-time resolution.
- Operational alignment: Shared critical process updates with the team, ensuring compliance and promoting operational alignment.
- Strategic Pilot Participation: Selected for the Voice Trial Pilot Program, demonstrating versatility across support channels and flexibility in resolving customer issues.
- Key Achievement: Awarded Employee of the Year (2024) and recognized as a Top Performer in November 2023, February 2024, and June 2024.
Senior Executive - Operations
Capita India Pvt Ltd
01.2017 - 01.2022
- Optimized Customer Interactions (Client: O2 Telecom): Achieved top-tier scores in VSAT, EOQR, and quality metrics while managing real-time live chat and asynchronous messaging.
- Met daily productivity goals by efficiently managing retail customer queries. (Client: Next Retail): Handled retail customer queries via email while meeting strict AHT, transfer rate, and daily productivity targets.
- Identified process inefficiencies and suggested enhancements to improve workflows.: Identified process gaps and proposed continuous improvement initiatives that enhanced operational workflows.
- Facilitated audit processes through diligent documentation and case note management.: Maintained compliant case notes, ensuring audit readiness and facilitating effective follow-ups.
- Leadership & Mentoring: Assisted new hires during On-the-Job Training (OJT), delivering structured feedback that elevated early-stage performance and quality.
- Guided customers through system and software implementations, resolving issues and providing support.
- Recognized for outstanding performance with Star of the Quarter award for two consecutive quarters.: Awarded Star of the Quarter for two consecutive quarters (2019-2020) and Star of the Month for two consecutive months (2018-2019).
Education
Bachelor of Commerce -
Pune University
PuneSkills
- Operations management
- KPI oversight
- Customer experience management
- Complaint resolution and escalation
- Multi-channel support
- Process excellence
- Quality assurance and feedback
- Process documentation
- Data accuracy and compliance
- Salesforce proficiency
- MS Office Suite expertise
- Generative AI tools knowledge
- CRM proficiency
Languages
English
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1
Marathi
Upper Intermediate (B2)
B2
Timeline
Senior Associate - Operations
WNS Global Services
02.2023 - 05.2025
Senior Executive - Operations
Capita India Pvt Ltd
01.2017 - 01.2022
Bachelor of Commerce -
Pune University