Mohan Thangaraj
Reading,United Kingdom
Summary
Customer-focused and results-driven professional with extensive experience in escalated case management, CGS payments, customer service operations, Mentorship and stakeholder engagement. Proven track record of handling complex complaints, driving resolution outcomes, and promoting service excellence in fast-paced, high-pressure environments. Adept at leading teams, managing performance against KPIs, and using data to inform decisions and improve processes. Skilled in coaching and supporting staff, with a strong understanding of compliance, quality standards, and customer experience best practices. Technically proficient in Microsoft Office, Salesforce, and AWS, with strong analytical and organisational capabilities. Now seeking to leverage operational expertise and leadership skills in a management role to drive team success and enhance overall service delivery.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
Work history
Customer Response Advisor
Thames Water
Reading
05.2025 - Current
- Lead the resolution of escalated and complex customer cases where standard processes have failed, taking full ownership from investigation through to resolution.
- Serve as the primary point of contact for customers within an assigned caseload, providing reassurance, timely updates, and a high standard of service throughout the case lifecycle.
- Proactively engage with customers via outbound communication, using platforms like Salesforce and Amazon Web Services to manage case data, communication logs, and next steps.
- Make critical decisions based on complex and technical case information, ensuring outcomes are fair, compliant, and customer-focused.
- Collaborate cross-functionally with internal departments to fast-track resolutions, escalate systemic issues, and advocate for customer needs.
- Demonstrate resilience and adaptability while managing high-pressure situations and emotionally charged cases, always maintaining professionalism and impartiality.
- Skilled in MS Office (Excel, Outlook, Word) and a range of CRM and case management systems, with a strong grasp of workflow efficiency and digital tools.
- Actively contribute to service improvements by identifying recurring issues and suggesting solutions that enhance the customer journey and reduce complaint volumes.
Customer service agent
Thames Water
Reading
06.2023 - 05.2025
- Proactively supported the Customer Guarantee Scheme (CGS) and Operations teams by adapting to evolving business needs and consistently delivering high-impact, customer-focused service.
- Leveraged advanced platforms such as Salesforce, SAP, and Amazon Web Services (AWS) to efficiently track, manage, and document customer interactions with accuracy and consistency.
- Efficiently managed daily customer interactions with professionalism and care, delivering timely, first-contact resolutions to minimise escalations and enhance customer satisfaction.
- Handled over 30 customer calls daily, addressing operational and service inquiries with accurate, relevant information to ensure prompt and effective resolution.
- Took full ownership of customer issues from start to finish, ensuring smooth and satisfactory resolution throughout the entire process.
- Always stayed polite and professional, showing a strong commitment to great customer service.
- Adapted quickly to changing priorities, demonstrating flexibility in managing a wide range of customer inquiries and concerns.
- Applied strong problem-solving abilities to assess issues, develop solutions, and drive high levels of customer satisfaction.
- Proven ability to manage multiple priorities, meet tight deadlines, and uphold performance standards in a fast-paced environment.
- Recognized for exceptional performance by Sally Ann, Contact Centre Operations Manager, for contributions to team success and operational excellence.
Partner Desk Management (Open Reach)
Wipro Technologies
Reading
02.2023 - 08.2025
- Fielding in new requests with detailed description about the nature of the job, review deadline and assigning the same to offshore teams.
- Reviewing estimates on a timely manner to ensure the work is in progress and completes within the deadline set.
- In liaise with engineers and on site professionals to get real time updates on the ongoing work.
- Effectively managed calls and 40+ emails on a daily basis whilst updating the same on database and partner portal.
- Actively coordinated in acquiring legal permissions such as Traffic management, motorway, council, way leave agreements etc.
- Handled high level escalation emails on a timely manner.
Mentor
AMAZON
Bangalore
11.2018 - 08.2025
- Promptly handled an average of 50 emails (cases) per day with 97% customer satisfaction rate.
- Made informed decisions based on complex technical data, ensuring effective problem-solving and optimal outcomes.
- Documented and recorded steps of successful strategies used thereby using it as reference which reduced ACHT from 20 mins to 14 mins.
- Shared best practices and thereby improved overall team performance by 11% compared to previous quarter.
- Providing on time resolutions as per ACHT (Average contact handling time) SLA set.
- Created SOP's on common problems and thereby simplified tasks.
- Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required.
- Collaborated with internal teams to escalate and resolve customer concerns quickly and efficiently, ensuring timely solutions.
- Extensive research using internal tools and previously used best practices to resolve the problem.
Education
MBA - Marketing
Business School
04.2015 - 05.2017
Bachelors of Commerce -
Kristu Jayanti College
05.2012 - 04.2015
St. Joseph's Pre University College - Commerce
St. Joseph's Pre University College
05.2010 - 04.2012
Skills
- Customer-Centric Approach
- Workforce Planning & Resource Management
- Stakeholder Engagement
- Audit & Compliance Oversight
- Analytical Thinking & Data Interpretation
- Problem Solving & Decision Making
- Absence & Wellbeing Management
- Process Improvement
- Technical Proficiency
- Team Leadership & Performance Management
- Conflict resolution capability
- Ethical standards adherence
Timeline
Customer Response Advisor
Thames Water
05.2025 - Current
Customer service agent
Thames Water
06.2023 - 05.2025
Partner Desk Management (Open Reach)
Wipro Technologies
02.2023 - 08.2025
Mentor
AMAZON
11.2018 - 08.2025
MBA - Marketing
Business School
04.2015 - 05.2017
Bachelors of Commerce -
Kristu Jayanti College
05.2012 - 04.2015
St. Joseph's Pre University College - Commerce
St. Joseph's Pre University College
05.2010 - 04.2012
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