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Harishma Mohan

@harishmamohan

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I lead high-volume customer support escalations, account operations, coaching, and cross-functional resolution.

India

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What I'm looking for

I'm looking to lead customer service or account operations teams, own escalations and quality outcomes, coach team members, and improve customer processes through cross-functional collaboration and data-driven corrective action.

At A.P. Moller - Maersk, I serve as the sole POC for NEU region internal accounts, owning escalations, overdue-volume reduction, and accurate SAP and Salesforce case documentation. I coordinate with Sales and Customer Service to resolve international payment, service, dispute, and discrepancy cases.

I've led multi-channel customer support at IndiGo and improved response quality and QA processes at Truelark. I coach team members, analyze recurring issues and reports, and drive corrective actions that strengthen service quality and turnaround time.

Experience

Work history, roles, and key accomplishments

Current

Senior Analyst, Account Receivable (AR OTC)

Current

A.P. Moller - Maersk

Oct 2022 - Present (4 years)

Serve as sole Point of Contact for Maersk's NEU region internal accounts, driving down overdue volume and maintaining accurate case records in SAP and Salesforce. Guide and mentor a team member, and lead cross-functional calls to resolve escalated account issues.

SAP S 4HANA Salesforce Escalation Management Stakeholder Management Data Analysis Process Improvement Mentor Customer Service

Client Relations Specialist (AI Trainer)

Truelark (Vidurama Solutions) Pvt. Ltd.

Feb 2022 - Aug 2022 (6 months)

Improved customer-facing response quality by monitoring live conversations and refining response templates. Reduced repeat escalations by troubleshooting edge cases and updating support protocols, and raised team quality scores through daily QA checks and monthly reviews.

Quality Assurance Customer Service Escalation Management Training

Customer Service Executive

Interglobe Aviation Pvt. Ltd. (IndiGo)

Sep 2017 - Feb 2022 (4 years 5 months)

Delivered error-free service for 1,000+ customers daily, managing check-in and international travel documentation. Led the Coimbatore Chat Support Team during lockdown and served as MHB Coordinator, reducing mishandled-baggage complaints.

Customer Service Travel Documentation Chat Coordination Problem Solving