Mohit Singh
@mohitsingh9
VIP support and operations team lead managing 25 chat agents to keep CSAT above 95%.
IndiaWhat I'm looking for
I lead VIP chat support at BGD Tech Pvt Ltd, where I manage a team of 25 agents and keep customer satisfaction above 95%.
I handle VIP escalations around account issues, payments, bonuses, and technical concerns, and I monitor live chat performance metrics like response time and resolution time.
I’ve also trained and onboarded new agents, built and maintained chat support SOPs, and run regular performance reviews to improve productivity and service quality.
Before this, I ran Flipkart backend operations at STARTEK AEGIS and supported process improvements with client collaboration, plus earlier roles in instruction and coordination.
Experience
Work history, roles, and key accomplishments
Team Lead – VIP Support
BGD Tech Pvt Ltd
Feb 2024 - Present (2 years 6 months)
Managed a team of 25 chat support agents, handled escalated VIP customer inquiries, monitored performance metrics, trained new agents, and developed SOPs.
Senior Executive in Operations
STARTEK AEGIS
Jul 2023 - Feb 2024 (7 months)
Managed Flipkart backend processes including Holy Grail and Override Task Force, handled customer queries, and collaborated with clients for process improvement.
Lab Instructor
Dayananda Sagar College of Architecture
Jan 2023 - Jun 2023 (5 months)
Operated and maintained a CAD training facility, managed up to 60 PCs, assisted with student management system operations, and coordinated with sponsors for events.
Design and Sales Manager
Aldura Industries
Feb 2022 - Nov 2022 (9 months)
Designed shade cards and promotional items, managed social media sites, and coordinated sales and marketing activities.
Education
Degrees, certifications, and relevant coursework
Dayananda Sagar College of Engineering
Diploma, Computer Science
Grade: 92%
Completed a Diploma in Computer Science with a passing aggregate of 92%.
Deep Sr. Sec. School
Higher Secondary, Science
Grade: 56%
Completed XII- Science with a passing aggregate of 56%.
Nav Jeewan Public School
Secondary, Science
Grade: 67%
Completed X- Science with a passing aggregate of 67%.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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