At Brilliant Read Media, it is our constant endeavour to identify and share some of the unique and compelling stories from the startup ecosystem. As part of this, we invited Mohini Ogale for an interview with Brilliant Read Media. To say further, Mohini is a Customer Service Excellence Speaker & Trainer and Founder at Soft Skills BoutiEQ. Let’s learn more about her background, inspiring journey so far and her advice for our growing community!
Excerpts from our exclusive interview with Mohini:
Could you please talk us through your background and your journey?
I was born and raised in Nagpur, where I completed my early education in a Marathi-medium school. English entered my life only in middle school, and I initially struggled with it. Recognising this challenge, my parents enrolled me in an English class — a small decision that proved to be a turning point.
Following a conventional path, I earned a BE degree in Electronics. However, I was still uncertain about my true direction. Determined to grow, I upskilled myself and began my career in the Postgres database industry as a Support Engineer. That role exposed me to an entirely new world. Customer service became my real education, teaching me communication, patience, empathy, adaptability to different accents, and composure under pressure.
One principle has guided me throughout my career: I never say “I don’t know.” Instead, I say, “Let me figure it out.” Customer service instills that mindset — it builds resilience, accountability, and trust. Along the way, I learned that communication is not about perfect grammar but about clarity, connection, and making customers feel heard.
As my career progressed, I became a Lead Support Engineer, which introduced me to mentoring and guiding new team members. Later, as a Technical Account Manager, I worked closely with customers as their primary point of contact. This role strengthened my ability to manage pressure, resolve conflicts, and deepen customer relationships.
Across every stage of my journey, one truth remained constant: communication is king. It transforms technical knowledge into trust and conversations into meaningful outcomes.
How did you discover your passion?
After spending nearly a decade in technical customer service, I realized that most challenges were not technical but rooted in communication gaps. That insight sparked a deeper sense of purpose.
Through self-reflection and consistent feedback, I recognised my strengths in communication, mentoring, and guiding others. This led me to the Image Consulting Business Institute, where I pursued my International Certification in Soft Skills Training — a defining moment in my journey.
I came to understand that soft skills, often considered secondary, are in fact essential. They simplify technical work, differentiate professionals, and yet remain widely underestimated.
To me, customer service goes far beyond scripts and transactions. It is about genuine human connection, active listening, and empathy.
My mission is to help professionals:
> Build confidence in every interaction
> Navigate difficult conversations with empathy
> Communicate with clarity and ease
Despite the challenges, what keeps you going when things get tough?
I had already followed the expected path — engineering, IT career, and professional growth. Yet, the sense of fulfilment I sought was missing. That realisation pushed me to take a leap of faith and pursue something more meaningful.
From the outset, I understood that growth demands patience and that meaningful change takes time. This was never an impulsive decision. Therefore, when outcomes do not appear as quickly as I hope, I remind myself that I always have a choice: dwell on delays or continue moving forward.
What sustains me is awareness — knowing why I began — and the ability to release rigid expectations. That balance helps me remain steady, focused, and resilient.
What are the three most important lessons you have learned in your life?
1) Circumstances do not define us; our responses do.
2) Others’ reactions reflect their journey, not our worth.
3) Kindness and empathy are universal strengths — everyone is fighting unseen battles.
In your opinion, what are the keys to success?
– Be authentic
– Believe in yourself, especially when others do not
– Practice patience and perseverance
– Stay consistent despite delayed results
– Maintain a positive yet realistic mindset
– Fail faster, learn faster, succeed sooner
What advice would you give students and young professionals who want to build a successful career?
Success begins not with your résumé but with you — your mindset, willingness to learn, and the value you bring. Employers invest in people before they invest in skills.
Stress is inevitable: interviews, early responsibilities, and challenges are part of growth. Strength, however, is a choice. It emerges through self-awareness, adaptability, and continuous effort.
Focus on creating value within your chosen field. Build depth through internships, projects, and deliberate practice. When vision aligns with value — and when you embrace the journey from Stress → Strength → Success — opportunities naturally follow.
Last but not least, what makes your journey satisfying or exciting?
I was never someone who thrived on rigid structures or limited autonomy. What excites me today is the ability to shape my own path, make decisions, and create meaningful impact. That freedom is deeply fulfilling.
Over time, I have realized that customer service is not merely a profession but a universal human experience. We are all customers at times and service providers at others — whether in corporate roles or everyday interactions.
When asked whether soft skills will remain relevant in an AI-driven world, my answer is simple: as long as humans interact, soft skills will always matter.
This belief — that communication, empathy, and clarity are timeless — is what makes my journey both exciting and purposeful.
BrilliantRead is committed to bringing stories from the startup ecosystem, stories that reshape our perspective, add value to our community and be a constant source of motivation not just for our community but also for the whole ecosystem of entrepreneurs and aspiring individuals.
Note: If you have a similar story to share with our audience and would like to be featured on our online magazine, then please write to us at [email protected], we will review your story and extend an invitation to feature if it is worth publishing.
