Gaurav Mohan

Adaptive, results-driven Operations & Customer Experience Leader with over 14 years of experience managing cross-functional teams across customer service, escalation resolution, and workflow optimization. Possesses a deep, analytical understanding of global geography, shifting world affairs, and regional demographic variables used to forecast international travel trends, identify emerging destinations, and optimize support logistics. Passionate about fostering collaborative, remote-friendly team environments that deliver transparent, high-trust user experiences for global communities.

Manager - Operations - Jersey Flights LLC.

(2024-07)

• Spearheaded a 30-member cross-functional support unit consisting of 18 full-time customer representatives, team leaders, and technical ticketing specialists.
• Implemented foundational operational policies, rigorous SLAs, and strict quality control measures to reduce transaction issues and maintain ecosystem integrity.
• Maximized traffic acquisition and targeted audience segmentation across major global search platforms by closely tracking macro travel behaviors and platform performance.
• Partnered with remote marketing teams to design localized campaigns targeting international holidays, seasonal fluctuations, and cultural events.

Manager - Operations - Flyer Cheaper Private Limited

(2023-03 - 2024-03)

• Managed end-to-end recruitment, workforce scheduling, and regional performance reviews for a multi-tier international inbound team.
• Established a dynamic performance tracking matrix that evaluated employee output relative to skill level, boosting early SLA deliveries.
• Monitored shifting global holiday calendars and target demographics to balance system capacity with changing query volume spikes.

Manager - Operations - Hydra Travels Private Limited

(2021-07 - 2022-03)

• Evaluated shifting world affairs and real-world travel restrictions to accurately forecast regional volume fluctuations, successfully redirecting resources toward safe, high-demand destinations.
• Supervised complex, cross-border customer escalations; enacted an 'extra-mile' service protocol that preserved user relations and drove down complaint rates.
• Instituted skip-level transparency sessions across two distinct inbound departments (29 total staff) to build an empathetic, collaborative team culture.

Manager - Operations - Bansal Travels

(2020-12 - 2021-06)

• Formulated a standardized client-vendor communication channel that smoothed processing delays and reduced administrative backlogs.
• Co-developed updated quality feedback sheets and collaborated alongside internal analytics units to turn weekly performance reports into actionable process improvements.

Assistant Manager - Sales & Service - Travlock PLC (UK)

(2017-09 - 2020-10)

Promoted from Team Manager within 18 months due to strong operational delivery and exceptional user trust.

• Directed a 15-member inbound customer support team resolving multi-product inquiries via Zendesk, chat platforms, and global distribution databases.
• Designed a targeted retention program that increased repeat user loyalty, leading to a substantial lift in verified positive reviews on global third-party feedback platforms.

Team Leader - Operations - Cheap Flights Fares

(2015-04 - 2017-07)

Promoted from Senior Consultant within 11 months due to high quality marks.

• Formulated training modules for onboarding cohorts and managed real-time floor escalations.

Senior Executive - Fareportal India Pvt. Ltd. (Cheapoair)

(2013-05 - 2015-04)

• Maintained a flawless 100% Quality Assurance metric with zero compliance errors while processing high-volume international requests.

Senior Expert - Global Vantage / Aegis Collections

(2005-04 - 2010-02)

• Navigated intricate regulatory guidelines during consumer contact processes, winning cross-department awards for quality compliance.

Professional Diploma - Sales and Marketing - NIS (NIIT Group)

High School Matriculation (1999)