Mohit Hedau

Worked as a frontline Analyst at eClerx, managing US client operations for home internet, cable, and billing services. Beyond resolving queries, this role was fundamentally data-driven — tracking daily performance metrics, identifying service fault patterns, analyzing billing trends, and maintaining structured CRM records that fed into team-level reporting and operational decisions. Key contributions: • Monitored and reported critical KPls daily - achieving NPS 84%, TM Conversion 1.13%, and GSR 10.76% - consistently ranking among top performers by using data to self-evaluate and course-correct in real time • Identified recurring service fault patterns across internet, cable, and mobile categories by analyzing inbound query trends - contributing to Tier-1 process improvements that reduced repeat escalations • Maintained structured CRM data records for 100+ daily client interactions - ensuring accurate, clean, and categorized documentation that supported team-level performance reporting and audit trails • Analyzed billing query patterns and escalation triggers to detect anomalies and systemic issues - flagging data-backed • ⁠findings to Tier-2 teams for faster resolution and reduced customer churn • Tracked personal and team performance metrics across multiple KPls simultaneously - developing a strong instinct for reading numbers, spotting outliers, and understanding what drives metric movement • Recognized with the Business Special Award - awarded based on measurable, data-driven KPIs, reflecting consistent above-target performance across all tracked indicators • Bridged the gap between customer experience and operational data - translating hundreds of daily interactions into structured insights that went on call, email & chat resolution into genuine business intelligence