Mohit Katoch

Accenture

03.2017 - Current

Product Launch & Strategy: Partnered with Google Store PSMs and engineering teams on Pixel & Nest product rollouts across APAC & EMEA. Developed FAQs and help articles, reducing support workload by 10%, saving $1M.
Program Expansion: Led Trade-In Program expansion in Japan & EMEA, cutting resolution time by 20% via streamlined knowledge transfer and an enhanced escalation framework.
Omnichannel Support: Optimized workflows for Google’s first physical store (New York), integrating online and in-store support. Improved coordination led to a 10% better customer experience and increased retention.
Tool & Workflow Optimization: Spearheaded integration of multiple support tools into the Authorable Workflow Tool, leading UAT testing and boosting agent efficiency by 20% while increasing CSAT by 5%.
Data & Performance Analytics: Designed strategic dashboards for global summits, improving business tracking by 20% and increasing footfall by 10% through referral analytics.
Root Cause Analysis & Escalations: Led RCA projects to resolve executive escalations, applying insights to optimize daily workflows and reducing overall escalations by 20%.
Training & Knowledge Enablement: Developed onboarding and knowledge transfer programs for Tier 3 specialists, reducing transition time by a week and aligning training with product strategy.

Summary