Naveen Kumar Mohan

Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.

• Successful implemented operational strategies and policies to drive organizational growth and productivity.
• Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
• Shortened average resolution time from 6 days to 2-3 days after initiating tiered support model that standardized support protocols and enabled prioritization of Whiteglove/VIP incidents.
• Collaborated with senior management to develop and execute long-term corporate goals and objectives.
• Mentored and coached team members to foster productive and engaging work environment.
• Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
• Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
• Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
• Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
• Improved operational efficiency by streamlining processes and implementing innovative solutions.
• Analyzed customer feedback and identified areas for improvement to drive business success.
• Drove revenue growth through the identification of new market opportunities and the expansion of existing products/services offerings.
• Foster seamless coordination between onsite and offshore teams, optimizing operations and knowledge sharing across global offices.
• Develop and implement standardized processes within ServiceNow, streamlining ticket resolution and significantly improving end-user experience and improved CSAT / NPS scores
• Enhanced operational resilience by developing and implementing robust contingency plans that ensured continuity of operations in face of unexpected disruptions.
• Achieved company-wide recognition for leadership excellence, mentoring high-performing team that consistently exceeded operational goals and objectives.

• Led ITSM process design, achieving measurable improvements in incident response efficiency
• Managed project risks and issues, ensuring alignment with client expectations and objectives
• Reduced 23% of incoming incidents by training users and developing "Troubleshooting FAQ Guide" a user-friendly, self-directed, online resource manual.
• Optimized support documentation and SLA compliance
• Analyzed metrics to ensure quality compliance and process improvement
• Partnered with cross-functional teams to resolve IT issues, manage virtualization infrastructure, and support enterprise messaging applications
• Mentored staff on incident management procedures and ITIL best practices
• Streamlined project management processes by implementing Agile methodologies and improving team communication.
• Optimized resource utilization by accurately forecasting project needs and allocating resources accordingly throughout the project lifecycle.
• Collaborated with cross-functional teams to ensure seamless integration of various project components.
• Improved overall team performance by conducting regular performance evaluations and providing constructive feedback to facilitate professional growth.
• Facilitated clear communication between internal departments, ensuring all parties remained aligned on goals throughout the duration of each project.
• Ensured timely delivery of critical deliverables by closely monitoring progress against milestones and adjusting plans as necessary.
• Developed comprehensive project plans that clearly outlined objectives, timelines, budgets, risks, and success metrics for all stakeholders.
• Enhanced client satisfaction by consistently delivering high-quality projects within budget and on schedule.
• Fostered culture of continuous improvement, leading to more efficient project workflows.
• Established clear performance metrics, enabling more effective tracking of project progress.

• Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
• Supported payroll queries, enhancing data accuracy with the help of SQL
• Collaborated in cross-functional teams to prevent downtime, ensuring seamless operations
• Implemented new cost centers, optimizing resource allocation and system efficiency
• Resolved application issues, improving user experience and reducing disruptions
• Developed and maintained user manuals, facilitating smoother application usage
• Leveraged SQL to extract critical payroll data, ensuring accurate and timely employee compensation while optimizing database performance
• Spearheaded system enhancements, including new cost center setups and user access management, streamlining operations and boosting overall efficiency

• Led 20+ FTEs in technical support, enhancing service delivery and client satisfaction
• Implemented Citrix and VMware updates, optimizing system performance and reliability
• Mentored team members, fostering a talent pipeline and improving operational efficiency
• Managed program SLAs and KPIs, ensuring consistent achievement of business targets
• Collaborated with HR to attract top talent, supporting workforce planning and growth
• Led technical support team, overseeing virtual machine troubleshooting and Citrix/VMware updates
• Managed SLAs, KPIs, and program-level metrics for continuous improvement
• Spearheaded talent development initiatives, creating knowledge base and fostering subject matter expertise
• Implemented strategies for employee satisfaction and engagement
• Orchestrated end-to-end operations of 365-day program, ensuring seamless service delivery
• Drove performance management and training to exceed client standards
• Partnered with HR for high-caliber talent acquisition
• Coordinated with training and quality teams to elevate program standards and operational excellence
• Optimized workforce management through strategic forecasting, planning, and scheduling
• Conducted daily performance reviews, providing executive-level reporting for informed decision-making

• Managed customer inquiries for Admiral Insurance, enhancing client satisfaction
• Resolved escalations, improving service efficiency and customer retention
• Handled policy details and premium collections, ensuring accurate processing
• Promoted policy add-ons, boosting sales and customer engagement
• Collaborated with teams to streamline claims and underwriting processes
• Optimized collections process, effectively managing outstanding premiums and improving cash flow for the company