Summary
Overview
Work History
Education
Skills
Timeline
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Sanjai Mohan

Trivandrum

Summary

Adaptable professional with a strong background in customer service and operational analysis. Known for resolving complex issues and optimizing workflows, ready to leverage expertise to support enhanced operational efficiency and exceptional customer experiences.

Overview

4
4
years of professional experience

Work History

Senior Operations Analyst

NatWest
Chennai
08.2024 - 05.2025
  • Collaborated with operational centers to deliver coaching and support, enhancing efficiency and team knowledge.
  • Analyzed and optimized workflows by identifying manual processes suitable for automation, improving both customer and employee experiences.
  • Resolved complex customer queries, escalating issues as necessary to ensure timely solutions.
  • Led team initiatives in the absence of formal leadership, fostering a collaborative work environment.
  • Provided expert guidance and training to new hires, establishing a strong foundation for their success.

Operations Analyst

NatWest
Chennai
07.2022 - 07.2024
  • Kept accurate records of day to day operations, logging incidents and identifying trends.
  • Maintained a focus on improving our customer service and experiences.
  • Actively participated in initiatives to improve customer service, processes and procedures.
  • Handled customer queries and complaints via the web chat platform online.
  • Maintained my personal customer experience metrics such as NPS and FPOC to the utmost standard.

Industrial Trainee

Hilton Garden Inn
Trivandrum
07.2021 - 09.2021
  • Trained in all customer focused departments in the hotel such as Front Office, Food & Beverage and Accommodations.
  • Welcomed guests, handled room check-ins and check-outs.
  • Adhered to the service quality in products and rooms prepared.

Education

B.Sc - Graduated with 80% percentage marks.

Institute of Hotel Management & Catering Technolog
Trivandrum
05-2022

12th - Passed Out With 75% Percentage Marks.

St. Marys, Higher Secondary School
Trivandrum
05-2019

10th - Passed Out With 95% Percentage Marks.

St. Marys, Higher Secondary School
Trivandrum
03-2017

Skills

  • Customer engagement
  • Process improvement
  • Customer service
  • Data analysis
  • Query resolution
  • Employee training

Timeline

Senior Operations Analyst

NatWest
08.2024 - 05.2025

Operations Analyst

NatWest
07.2022 - 07.2024

Industrial Trainee

Hilton Garden Inn
07.2021 - 09.2021

B.Sc - Graduated with 80% percentage marks.

Institute of Hotel Management & Catering Technolog

12th - Passed Out With 75% Percentage Marks.

St. Marys, Higher Secondary School

10th - Passed Out With 95% Percentage Marks.

St. Marys, Higher Secondary School

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Sanjai Mohan