Mohit Rishi
Sr Manager, Lead Management And Customer Experience • Customer Support
Riverside,California
Summary
Exceptionally organized individual with strategic thinking skills and participatory leadership style. 20+ years of direct manager experience Strong executive communication skills Proven leadership skills & created and lead global teams (in hundreds) in 24/7 ecosystem and operations Extensive experience with people management Strong proficiency and ownership in Customer Satisfaction Metrics like CSAT, NPS, CES, etc.
Overview
23
23
years of professional experience
1
1
year of post-secondary education
Work History
Senior Manager, Customer Support
Nobel Biocare
Brea, CA
05.2022 - Current
- Continue to Report and participate/lead Executive Leadership (C-Suit) discussions by quantifying core drivers of the customer experience
- Managing a hybrid in-house team of 5 CX Project Specialists equivalent to Supervisors
- Dotted line reporting of a hybrid in-house 30+ CSRs
- Managing 12 remote Inside Sales Representatives responsible for outbound sales to new and existing customers
- Develop and execute strategic plans to achieve Quarter on Quarter (QOQ) sales targets
- Provide leadership, support, and guidance to ensure the inside sales strategy is aligned with business direction and supports the accomplishment of the overall business objectives
- Partner and build relationships with cross-functional teams across the organization to streamline communication and drive results
- One on one coaching and feedback to team members to consistently improve and develop in their roles
- Successfully launched Omni channel support
Customer Experience Manager
Nobel Biocare
Brea, CA
04.2021 - Current
- Presently managing a hybrid in-house team of 5 CX Project Specialists equivalent to Supervisors
- Dotted line reporting of a hybrid in-house 30+ CSRs
- Understanding customer needs & pain points & leveraging insights to build the strategy for the CX team
- Responsible for managing portfolio of Portfolios worth ~ $300M annually
- Digital eCommerce platforms
- Contracts, Pricing, Contractual Discounts
- Increase Consignment customer base
- Credits Rebills – Reduce by 10% annually
- Report and participate/lead Executive Leadership (C-Suit) discussions by quantifying core drivers of the customer experience
- Serving as a solid cross-functional partner within Envista organization, partnering across OpCos, Operations, Product Marketing, Commercial teams to further improve internal tools and systems to drive delightful customer experience
- Measure, Analyse and publish the Voice of Customer (VOCs) and Voice of Sales (VOS) through Surveys (CSAT, NPS, FCR and CES)
- Equipped to drive Continuous Improvements using Six Sigma tools (PSP)
- People Management - Enhance team capability by providing continuous coaching and mentoring
- Driving Data and Analytics to measure various Customer Experience Metrics
- Continuous calibration with Customer Support team on Schedule Adherence, Call Analytics to reduce Call Abandon Rate
Nobel Biocare Manager Customer Support
Toronto
01.2020 - 04.2021
- Directly managed and supervised a team comprised of Eleven (11) direct reports
- People Management - Enhance team capability by providing continuous coaching and mentoring
- Instrumental in creating a 5 Stage Return to Work (RTW) model for Covid-19 Business Rebound Strategy – May 2020
- Reported and participated in Executive Leadership (C-Suit) discussions around performance scorecard of the Customer Support Department
- Drove new Transaction Mediums to increase alternate modes of sales
- To drive Customer Experience, introduced and successfully deploying VOC phone surveys for Nobel Biocare US Customer Support operations
- Measure, Analyse and publish the VOCs
Nobel Biocare Manager Customer Support
Yorba Linda, CA
04.2018 - 10.2019
- Directly managed and supervised a team comprised of Ten (10) direct reports
- Instrumental in creating and maintaining Department’s reports and data intelligence for the L1 team
- Reported and participated in Executive Leadership (C-Suit) discussions around performance scorecard of the Customer Support Department
Manager
Corsair, Inc
Fremont, CA
01.2017 - 04.2018
- Lead a team 24 experts across various domains and geographies
- Effectively lead all aspects of delivering world class and Omni-channel (Phone, Tickets, Chat, Knowledge Base and social media) technical support to Corsair customers across the AMERICAS, EMEA and APAC region by providing guidance and direction to 18 in HQ and over two (2) outsourced call centres (Over 50 Tier 1 & Tier 2 Technical and Customer Service FTEs)
- In 2017, reduced headcount costs by more than $600k
- Successfully reduced Cost per Transaction cost from $12 in 2016 to $5 in 2017
- Work directly with the CEO and COO on escalations, quickly resolving the issues and providing corrective action
- Developed the Quality Management process
- Consistently met the CSAT and NPS goals while maintain the Customer Experience
CSS Corp Manager
Milpitas, CA
02.2016 - 11.2016
- Managed Customers Portfolio worth $12M with a key focus on maintaining the existing revenue ($10M) plus an eye on growing the business from existing service lines or cross selling($2M)
- Manage Delivery teams based out of Philippines, India, and Salt Lake City
NETGEAR Quality Assurance Specialist
NA
San Jose, CA
09.2012 - 02.2015
- Managed Call Center Quality Management for vendors based in India, Philippines, and Costa Rica
Senior Service Delivery Leader
TAKHAR Group
12.2006 - 08.2012
- Managed Early and Late-stage debt collection portfolios
- Banking and Financial
- Telecom
- Generated $6.48M Revenue in 6 years by managing service delivery in New Delhi (NCR), Ahmedabad, Pune, Mumbai, and Bangalore
- Operations and Quality Management - Managed large multicultural teams of 300-400 FTEs across geographies
Customer Support
Paras Calltec Ltd
Gurgaon
09.2001 - 11.2006
- Key roles handled are across, , Customer Experience, Inside Sales, Call Center set up and Management, social media.
EXL Service (I) Pvt. Ltd
11.2000 - 09.2001
Education
Bachelor’s - commerce
EIILM University
01.2011 - 05.2012
Accredited Receivables Manager Certified - undefined
Naval Public School
undefined
Institute of Finance and Management (IOFM)
Skills
Cross-functional collaboration
Strategic planning
Documentation and reporting
Report preparation
Sales expertise
Creative problem solving
Complaint resolution
Staff education and training
Staff Management
Policies and procedures
Profit and loss statements
Timeline
Senior Manager, Customer Support
Nobel Biocare
05.2022 - Current
Customer Experience Manager
Nobel Biocare
04.2021 - Current
Nobel Biocare Manager Customer Support
01.2020 - 04.2021
Nobel Biocare Manager Customer Support
04.2018 - 10.2019
Manager
Corsair, Inc
01.2017 - 04.2018
CSS Corp Manager
02.2016 - 11.2016
NETGEAR Quality Assurance Specialist
NA
09.2012 - 02.2015
Bachelor’s - commerce
EIILM University
01.2011 - 05.2012
Senior Service Delivery Leader
TAKHAR Group
12.2006 - 08.2012
Customer Support
Paras Calltec Ltd
09.2001 - 11.2006
EXL Service (I) Pvt. Ltd
11.2000 - 09.2001
Accredited Receivables Manager Certified - undefined
Naval Public School
undefined
Institute of Finance and Management (IOFM)