Mohitha Mohanan

Dedicated Customer Support Specialist with over 3 years of experience in high-volume SaaS environments, specializing in email and chat support. Proven expertise in US client support, healthcare invoice processing, and technical troubleshooting within Salesforce and OS Ticket platforms. Committed to high-quality data validation and efficient time management.

Senior Process Analyst at Zerone-Consulting Pvt Ltd (2023-11 – Present)

• Resolve complex SaaS platform tickets via Salesforce, focusing on invoice and vendor-related troubleshooting.
• Manage high-priority escalations to ensure timely resolution and maintain service excellence.
• Lead training for team members and AI systems to optimize communication accuracy and quality.
• Author technical documentation to streamline support workflows and improve response efficiency.

Process Executive at Adeptiq Solutions Pvt Ltd (2019-09 – 2023-10)

• US Client Support: Delivered specialized support for US-based clients, managing inquiries via support mail and chat.
• Healthcare Invoice Processing: Managed the end-to-end processing of US healthcare invoices, ensuring precision in financial data.
• Data Validation & QA: Performed rigorous data validation and verification to maintain 100% accuracy in vendor records.
• Troubleshooting: Administered and followed up on support tickets using the OS Ticket system to resolve technical discrepancies.
• Training & Development: Conducted software tool training for colleagues and clients to enhance overall service delivery.

Trade Apprentice at Bharat Petroleum Corporation Limited (2017-09 – 2018-08)

• Supported operational compliance and logistics communication, ensuring detailed documentation of service activities.

Bachelor of Arts in English – Indira Gandhi National Open University (2023)

Instrument Mechanic Training – ITI Malampuzha (2014 – 2016)

Certificate in Data Entry & Office Automation – LBS Centre for Science and Technology (2016 – 2017)

Biology Science – GHSS Mankara (2012 – 2014)