Mohit Khantwal

Customer support professional with 6+ years of experience across US healthcare, fintech/logistics, and hospitality, including two years supporting US healthcare patients and providers on insurance eligibility, claims, billing, and appointment scheduling under strict HIPAA compliance. Maintained a 96% CSAT score while reducing Average Handle Time and cutting patient registration time by 25% through process improvements. Skilled in CRM management, escalation handling, SLA compliance, and turning support data into measurable process gains.

Analyst – US Healthcare at Phreesia (2023-07 – 2025-07)

• Supported US-based patients and healthcare providers with health insurance eligibility, benefits, claims, and billing inquiries within a healthcare SaaS platform.
• Assisted patients with booking appointments, ensuring accurate and timely scheduling with providers.
• Analyzed support and operational data to identify friction points, reducing patient registration time by 25%.
• Create, update, and manage support tickets using tools such as Salesforce, Jira, Zendesk, or similar platforms.

Customer Support Associate at TaskUs (2020-09 – 2023-07)

• Delivered phone, email, and chat support to customers, merchants, and delivery partners, resolving payment, account, and delivery-related issues.
• Maintained a 96% Customer Satisfaction (CSAT) score across the role while reducing Average Handle Time (AHT) by 3%.
• Used CRM tools daily to track cases, log resolutions, and identify recurring issues, feeding insights back into process improvement.

Tour Consultant at Flying Venus Travels Pvt. Ltd. (2019-09 – 2020-08)

• Acted as the direct point of contact for clients, preparing customized itineraries and quotations based on individual needs.
• Booked flights, hotels, transportation, and sightseeing services, managing client expectations end-to-end.
• Consistently met sales targets while promoting relevant offers and packages, balancing service quality with commercial goals.

F&B Associate at The Leela, Goa (2018-06 – 2019-07)

• Delivered guest service in a luxury hospitality environment, handling real-time guest needs and complaints with professionalism.
• Maintained hygiene and quality standards while consistently enhancing guest satisfaction.
• Collaborated closely with team members under high-pressure, service-critical conditions.

Career Break (2025-08 – 2026-07)

• Took a planned career break to focus on personal priorities; now re-entering the workforce with renewed focus on healthcare and customer support roles.

BSc in Hospitality and Hotel Administration – Jagran Lakecity University (2014 – 2018)

Intermediate in Class XII – Jagrati Vidya Mandir (2014)