John DInesh Mohan

Key Responsibilities:

• High-Level Escalation Management: Serve as the primary point of contact for complex candidate grievances, resolving issues related to exam eligibility, technical testing failures, and scoring discrepancies.
• Non-Voice Communication Excellence: Manage all candidate interactions exclusively via email and live chat , ensuring a professional tone while maintaining high-quality written correspondence.
• Critical Problem Solving: Investigate and resolve "Level 2" escalations by collaborating with global test centers and internal IT departments to address root causes of testing incidents.
• Compliance & Data Privacy: Strictly adhere to global exam security protocols and PII (Personally Identifiable Information) standards when handling sensitive candidate records.
• Stakeholder Liaison: Act as a bridge between candidates and exam sponsors (medical/professional boards), providing detailed reports on investigation outcomes and policy decisions.
• SLA & Performance Tracking: Consistently meet and exceed KPIs for response time (SLA) and resolution accuracy, ensuring high Candidate Satisfaction (CSAT) scores in a high-stakes environment.

• Established long-term client relationships through consistent delivery of high-quality products and services.
• Enhanced customer satisfaction by streamlining communication channels and improving response times.
• Developed innovative solutions to complex problems, resulting in improved organizational performance.
• Prepared annual data to determine metrics for operational performance.
• Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
• Optimized operational efficiency by redesigning processes, systems, and workspaces for increased productivity.
• Interviewed, recruited and trained new onboarding candidates.
• Managed cross-functional teams for successful project completion within budgetary constraints and deadlines.
• Collaborated with stakeholders to develop actionable strategies that aligned with corporate goals and objectives.
• Achieved company growth by implementing strategic marketing plans and business development initiatives.
• Assisted in employee appraisals, promotions and terminations based on performance reviews.
• Implemented cost-saving measures through reevaluation of supply chain management practices.
• Located bottlenecks to streamline existing processes.
• Spearheaded company rebranding initiative, resulting in significantly improved market presence and customer engagement.
• Boosted team morale and productivity through implementation of comprehensive employee development program.
• Drove significant growth in annual revenue by identifying and penetrating new market segments.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Raised property accuracy and accountability by creating new automated tracking method.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Implemented business strategies, increasing revenue, and effectively targeting new markets.

Key Responsibilities:

• Digital Channel Management: Managed and resolved high-volume inquiries via Facebook and Instagram, specializing in order tracking, payment disputes, shipping issues, and voucher redemptions.
• Live Chat Excellence: Provided real-time support to Singaporean buyers and sellers via Live Chat, maintaining a professional, empathetic, and brand-aligned tone.
• Cross-Functional Coordination: Collaborated directly with logistics and payment processing teams to investigate and resolve complex transactional discrepancies.
• Quality Assurance: Maintained high service quality standards while managing concurrent conversations, ensuring accuracy in a fast-paced e-commerce environment.
• B2B & B2C Support: Balanced the needs of both individual consumers and professional sellers, adapting communication styles to suit the audience.

Key Responsibilities:

• Escalated Dispute Resolution: Promoted to the backend team to manage high-level disputes regarding network connectivity, billing discrepancies, and international roaming.
• Technical Investigation: Conducted deep-dive investigations into Pay-Per-Use (PPU) international roaming issues, coordinating with technical departments to resolve complex network errors.
• Account Management: Handled sensitive inquiries regarding refunds, cancellations, and account activations with a high degree of accuracy and compliance.
• Revenue Growth: Identified opportunities to upsell products and services, enhancing customer lifetime value and engagement.
• KPI Excellence: Consistently met monthly targets for Resolution Rate and Customer Satisfaction through effective problem-solving and communication.