Mohit Gour

I’m a people-first operations and customer success professional with 5+ years of experience managing global support and client success across SaaS, E-commerce, and FinTech. I lead cross-functional teams, handle escalations, execute SOP rollouts, and drive consistent SLA & KPI compliance across remote and onsite environments.

I’m especially proud of measurable improvements: I improved quality score from 94.43% to 98% (Six Sigma Yellow Belt), reduced escalations by 10% using root cause analysis and customer-journey corrective SOPs, and increased CSAT from 85% to 90% through clear communication and empathy playbooks. I was also awarded “Best CVA 2024” for Operational Workflow Redesign & Automation at Hexaware Technologies.

In my most recent leadership role as Team Lead Operations for USA/EU projects, I mentored 20+ Customer Success associates, monitored team KPIs daily, tracked SLA adherence and Time-to-Resolution targets, and shared weekly KPI dashboards and escalation trend reporting with stakeholders. Earlier, I managed client communication and contract workflows as a Customer Success Manager, and led Zendesk-based seller support and KYC/KYB onboarding as a Customer Support Team leader—before transitioning to freelance virtual assistant and content moderation work for international clients.