Mohit Dhakad

I'm someone who enjoys solving problems and digging into details to find answers. With hands-on experience in customer service and quality auditing, I'm confident in my ability to handle tasks such as tracking down information, verifying details, and supporting operational teams. I'm now looking to bring these skills to an organization where I can grow while helping the company make informed decisions.

Quality Analyst at Concentrix (2022-10 – Present)

• Conducted audits of daily calls from U.S.-based agents to ensure accuracy, compliance, and adherence to quality standards
• Performed quality audits for Collections operations, ensuring adherence to process guidelines, compliance requirements, and quality standards.
• Managed sales and customer retention processes for a U.S.-based mobile service client
• Ensured agents maintained consistent performance metrics like AHT (Average Handling Time)
• Ran internal quality checks and provided clear, written feedback to improve service
• Frequently coordinated with international clients to align on quality standards

Customer Support Executive (Chat & Voice)- JindalX Intellicom Pvt Ltd at Zomato (2021-07 – 2022-09)

• Supported delivery partners with real-time issues using both chat and voice Provided real-time support to delivery partners via chat and voice, ensuring smooth operations and timely issue resolution
• Helped resolve app navigation, account access, order delays, and payment-related concerns
• Maintained accurate logs of interactions and followed up to ensure problems were resolved
• Collaborated with internal teams to investigate and solve tricky cases
• Met targets for fast responses and high-quality support
• Provided real-time support to delivery partners & merchants daily via chat and voice at Zomato, ensuring 95%+ issue resolution

B.E. in Information Technology – Madhav Institute of Technology & Science (2013 – 2017)

Class XII – Miss Hill H.S. School (2012 – 2012)

Class X – Miss Hill H.S. School (2010 – 2010)