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Vidhya Mohan

@vidhyamohan

Assistant Manager at HCL GUVI managing customer service, retention, refund operations, and escalations through to resolution.

India

Message

What I'm looking for

I'm seeking opportunities in Customer Service Management, Customer Service Team Leadership, Customer Operations, or Key Account Management.

At HCL GUVI, I manage day-to-day customer service operations across retention, refunds, complaints, escalations, and query handling. I coordinate cases through to timely resolution and maintain accurate customer records and case trackers.

I handle customer and learner concerns through email, CRM, and Zendesk/Zoho Desk. For refund cases, I verify eligibility and coordinate with Sales, Accounts, vendors, and other internal teams through closure.

I prepare daily, weekly, and monthly MIS, management reports, and TAT reports. I also use operational data to identify trends, support root-cause analysis, and provide reporting inputs to management.

Previously, at Fullerton India Credit Co. Ltd, I handled customer queries through email, online, and CRM portals, following up on cases to support timely resolution. My earlier roles included front office service at NatWest Group (under Manpower) and customer account work at Pixel Studios Pvt Ltd.

Experience

Work history, roles, and key accomplishments

Current

Assistant Manager

Current

HCL GUVI

Sep 2023 - Present (3 years 1 month)

Managing day-to-day operations across customer service, retention, refund operations, complaints, escalations and query handling. Leading and supporting the operations team, coordinating daily activities, and ensuring timely resolution.

Customer Service Customer Operations Retention Complaint Handling Escalation Management CRM Zoho Desk Zendesk MIS Reporting Data Analysis Team Coordination

Customer Service Executive

Fullerton India Credit Company Ltd

Jun 2022 - Sep 2023 (1 year 3 months)

Handled customer queries through email, online and CRM portals and provided high-quality customer service. Analyzed customer-reported information, followed up on cases and ensured timely resolution.

Customer Service Email Support CRM Query Handling Issue Resolution

Front Office Executive

NatWest Group

May 2019 - Jun 2022 (3 years 1 month)

Provided client service at the front desk and handled company inquiries, calls, mail and visitor management. Resolved client queries and complaints related to facilities and IT by raising tickets and coordinating with respective teams.

Front Office Operations Client Services Complaint Resolution Team Supervision Event Coordination Spreadsheets

Academic Counselor

Aakash Educational Services Pvt Ltd

Feb 2017 - Apr 2018 (1 year 2 months)

Handled inbound calls and counseled students and parents regarding Medical and Engineering exam preparation courses. Maintained weekly and monthly databases and reports.

Counseling Inbound Calls Outbound Calls Database Management Reporting

Client Service Executive

Pixel Studios Pvt Ltd

Apr 2014 - Feb 2016 (1 year 10 months)

Created a bridge between assigned clients, the agency head and project teams. Managed accounts, customer retention and customer acquisition.

Client Management Account Management Customer Retention Customer Acquisition Recruitment Excel

Admin Executive

Nokia Siemens Networks Pvt Ltd

Jan 2012 - Jan 2013 (1 year)

Handled initial front office operations and client interactions. Supported induction programs and employee requirements including ID cards, access cards and transport arrangements.

Front Office Operations Client Interaction Employee Support Complaint Handling Guest Relations

HR Recruiter

Core Mind Technologies Pvt Ltd

Jun 2009 - Sep 2011 (2 years 3 months)

Understood company requirements, sourced and screened profiles and handled interview scheduling and joining formalities. Supported the recruitment lifecycle from sourcing through selection, salary negotiation and joining.

Recruitment Sourcing Screening Interview Scheduling Salary Negotiation Excel Naukri Monster