Rohit Mohanty
Dehradun
Summary
Results-driven professional with a strong track record in leadership, planning, and problem-solving. Expertise in collaborating with teams to achieve challenging objectives and optimize resource allocation. Committed to fostering an environment that recognizes individual contributions and promotes professional growth. Proven ability to maintain operational coverage and meet organizational needs effectively.
Overview
11
11
years of professional experience
Work History
Assistant Manager
Ienergizer IT Services Pvt Ltd
Dehradun
11.2023 - Current
- Led a team of over 70 advisors alongside five team leaders for domestic hotel processes.
- Monitored daily performance metrics and operational standards to ensure team alignment with goals.
- Ensured timely resolution of critical issues through effective escalation management.
- Conducted ongoing performance reviews with real-time feedback for team leaders.
- Tracked productivity levels to achieve daily and monthly operational objectives.
- Identified and addressed performance gaps through targeted coaching initiatives.
- Drove improvements in customer satisfaction via actionable performance plans.
- Managed key metrics including attrition rates, productivity, and shrinkage to support overall operational efficiency.
Team Leader
Ienergizer IT Services Pvt Ltd
Noida
11.2023 - 06.2024
- Managed a voice team of 12-15 agents focused on call handling and resolution of high-aging cases.
- Monitored team productivity and customer satisfaction targets, effectively addressing high-aging cases to maintain service quality.
- Facilitated on-the-job training discussions, enhancing agents' understanding of roles and supporting career growth.
- Oversaw international line of business operations for MakeMyTrip project, ensuring alignment with project goals.
Team Leader
Tech Mahindra Ltd
Noida
07.2021 - 08.2022
- Led team of 23 agents in non-voice/email project for credit card, rent, and merchant payments.
- Managed key performance indicators including customer satisfaction, shrinkage, attrition, and quality.
- Focused on improving team productivity targets related to customer satisfaction and error rates.
- Facilitated performance discussions to resolve issues and enhance team efficiency.
- Coordinated with team members to deliver daily, weekly, and monthly tasks on schedule.
- Planned rosters to optimize workflow across processes.
- Cultivated strong client relationships, resulting in improved business responses and outcomes.
- Shared hourly customer satisfaction reports and productivity updates via WhatsApp and email.
Team Leader
Cogent E Services
Noida
04.2019 - 05.2021
- Led cataloging team of 15 agents to ensure timely and accurate upload of merchant catalogs.
- Monitored real-time performance of team members, delivering feedback to improve conversion rates.
- Focused on productivity targets by monitoring login hours and quality scores.
- Coordinated with team members to achieve daily and monthly delivery goals.
- Maintained turnaround time per client agreements to ensure satisfaction.
- Followed up on escalated concerns, ensuring prompt resolution.
- Implemented client-driven processes effectively to enhance operational efficiency.
- Shared hourly production and pendency reports via WhatsApp and emailed day minus one reports to clients.
Team Leader
Tech Mahindra Ltd
Noida
02.2016 - 02.2019
- Oversaw email management for e-commerce operations with a team of 25 agents on Paytm.
- Reduced attrition while sustaining quality and customer satisfaction levels.
- Conducted regular performance assessments through weekly and monthly reviews.
- Fostered strong relationships between client and organization, enhancing communication.
- Handled service head/grievance line responsibilities, ensuring customer and merchant satisfaction.
- Created management information systems for daily and monthly performance tracking.
- Executed compliance checks to reduce process errors and facilitated timely feedback.
- Implemented client-specified processes to improve operational effectiveness.
Education
BBA - Business Administration & Management
Dayanand Academy of Management Studies
Kanpur, Uttar PradeshSkills
- Operational oversight
- Leadership skills
- KPI and performance tracking
- Quality assurance and customer satisfaction
- Client relations and escalation handling
- Process optimization
- People coaching and development
Accomplishments
- Awarded 4 times with 'Pat on the Back' and 5 times with 'Bravo' at Tech Mahindra.
- Awarded 'Best Team of the Month' consecutively 4 times by CRED.
- Awarded 'Best Supervisor' Thrice at Ienergizer
- Chess Competition Champion – iEnergizer | 2026
Languages
- Hindi
- English
- Oriya
Hobbies and Interests
- Playing Cricket & Chess
- Listening Music
Timeline
Assistant Manager
Ienergizer IT Services Pvt Ltd
11.2023 - Current
Team Leader
Ienergizer IT Services Pvt Ltd
11.2023 - 06.2024
Team Leader
Tech Mahindra Ltd
07.2021 - 08.2022
Team Leader
Cogent E Services
04.2019 - 05.2021
Team Leader
Tech Mahindra Ltd
02.2016 - 02.2019
BBA - Business Administration & Management
Dayanand Academy of Management Studies