Mohit Dua

AVP-Customer Support @ Rapipay Fintech Private Limited

About

Digital Transformation/ Chat bot/ Investment/Insurance Managing client experience while transacting on digital platform , ensuring the increase in Net Promoter Score (NPS) reflecting client satisfaction and retention. Handling client queries and escalations while transacting or experiencing the digital platform. Managing Chat-bot Digital Interactive Agent (DIA) to make it more human interactive. Designed FAQs and scripts for chat bot in order to cater potential clients during non business hours. Operational support to product managers for product campaigns, lead generation and maximize conversions. Successfully delivered credit card , General Insurance , Persona loan and Home loan campaigns with maximum conversion. Leading a team of chase and telesales agents , delegating them monthly targets and closely monitor the performance in order to achieve the positive marketing funnel . Responsible for mentoring, coaching & training of telesales agents at contact center to attain uniformity. Manage daily leads reports and MIS , ensuring target achievements and quality control.

Country

India

City

Delhi

Industry

Financial Services

Skill

Problem Solving, Analytical Skills, Aviation, Soft Skills, Team Management, Team Building, Teamwork, Team Motivation, Customer Retention, Customer Relationship Management (CRM), Customer Insight, Customer Support, Customer Experience, Contact Centers, Operations Management, Communication, Airlines, Flight Safety, Flight Planning, Travel Management

Experience

AVP-Customer Support

Rapipay Fintech Private Limited

2020-10 - Present · 6 yrs

Noida, Uttar Pradesh, India

Sr. Manager-CX & Operations (Digital Transformation)

Bajaj Capital Ltd

2018-11 - 2020-10 · 2 yrs

Gurgaon, Haryana, India

Digital Customer Experience, Operations Excellence, Contact Center Operations, Client Retention, Lead Conversion.

Team Lead -Oncore -CX

Audi Gurgaon

2016-3 - 2018-10 · 2 yrs 8 mos

Gurgaon, Haryana, India

Responsible for Customer Delight by establishing and maintaining positive customer relationships, Identifying and developing new streams for long term revenue growth and maintaining relationships with customers to achieve repeat/ referral business. Ensuring 100% customer satisfaction

Sr Manager-Oncore- CX

Audi Gurgaon

2015-11 - 2016-3 · 5 mos

Gurgaon, Haryana, India

Enhanced Audi ownerships- Worked as single point of contact for ultra HNIs Audi users to enhance their Audi ownership experience. Executed Audi events and new car launches with marketing team.

Cabin Supervisor - Inflight

Jet Airways

2011-4 - 2015-10 · 4 yrs 7 mos

Delhi, India

Headed sectors like London , Brussels , Toronto , HongKong , Singapore , Dubai and domestic routes. Managed inflight services on International flights. Successfully managed difficult passenger and flight situations. Handled medical emergencies and critical safety threat situations onboard.

Cabin Crew Incharge - Inflight

Jet Airways

2007-11 - 2011-3 · 3 yrs 5 mos

Delhi, India

Managed domestic and international flights. Managed high passenger loads on full service flight. Handled UHNIs in first class and premier class. Managed difficult passenger successfully and have multiple appreciation letters from passengers and management.