AMIT BARTHWAL
Gurgaon
Summary
Seasoned professional with over 18 years of experience in Operations and Client Management, with a strong specialization in Loyalty Management, Lead generation, Cx, Telesales, CRM(B2C/B2B). Throughout the career, have successfully led large teams and enhanced operational efficiency across multiple industries, including BPO, E-learning, E-commerce, Real Estate, Automobiles, Loyalty.. Proven expertise lies in developing procedures for business excellence, acquiring new accounts, optimizing resources, and driving significant revenue growth while ensuring high client satisfaction. Highly skilled in executing and refining procedures that align with organizational goals, passionate about driving results that benefit both the company and its clients.
Overview
18
18
years of professional experience
Work History
Business Head - Loyalty, MSA & CC Management
Channelplay Limited
09.2023 - Current
- Successfully managed end-to-end loyalty programs across industries: manufacturing, building materials, consumer durables, electronics, automobiles, pet supplies, plumbing, and construction
- Led business development activities, acquiring new clients and expanding existing relationships, resulting in significant revenue growth
- P & L management, forecasting & target achievement
- Strategized and improved loyalty KPIs: engagement and rewards management, driving positive quarterly results and enhancing customer retention
- Contact center set up & streamlining the helpdesk operations. Efficiency improvement by 53%. Implementation of Quality monitoring & adherence.
- Designed and executed innovative campaigns, boosting sales performance and program participation, focusing on omnichannel marketing
- Supervised and mentored teams of senior project managers, deputy project managers, MIS, and helpdesk leaders, fostering a culture of excellence
- Collaborated with sales teams to drive regional growth and expansion, conducting market research and gathering end-user insights
- Conducted field surveys and meetings with program participants, clients, and sales teams to implement improvement ideas
- Utilized robust automated dialing for efficient helpdesk assistance, ensuring optimal efficiency management
- Fostered strong client relationships, managing KPIs and ensuring client satisfaction
- Established performance metrics to evaluate progress towards goals and make necessary adjustments for continuous improvement.
- Built and strengthened relationships with industry partners to drive growth.
Sr. Mgr – Contact Center Processes
OLX Autos (Formerly OLX Cash My Car)
10.2021 - 08.2023
- Head contact center businesses – leading via most outreach channels as OB, IB & Chat
- Led 200 + in-house cc seats, attributing to the 3 most essential business stages – Appointment, Inspection & Quality check
- 4x business growth
- Heading team span of 400 plus on ground Inspection engineers - operating PAN India
- Service delivery management
- Exploring & introducing efficient operations tools to boost efficiency
- Customer Service Management & Strategy: Design initiatives that are aligned with the company's objectives and ensure that the organization's customer service is at par across the industry
- Manage and improve functional P&L
- NPS & vendor management
- Project charters & performance management
- Active UAT participation & productivity improvement
- Recruiting, developing, executing, and managing a cx service & sales team to create sustainable growth
- Forecasting business plan
- Performance & target management
- Analytics view to dashboards/scorecards for performance and process improvement
- Adequate technical understanding of implementing best management of Dialer to boost process & agent level performance
- Risk Assessment: Indemnify and highlight potential operational risks to the business and implement elimination strategies
- Contribute insights into strategic direction to forecast and take necessary remedial actions
- Performance management strategies - action plans, BQ planning
- Responsible for knowledge management for team and quality control in all aspects
- Strong coordination with all city/business heads & marketing teams to evaluate business requirements, appropriate lead management & matching sales targets at city levels
- Closely working with the process team to create SOPs & process mocks, planning timely enhancements fruitful for business
- Liaising with marketing & other departments to introduce new lead sources and effectively drive Telesales team performance
- Weekly, monthly, and quarterly reviews with management
- Forecasting & achieving the sales targets
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Promoted & worked as Lead from April'21 to Sep'21
Manager – Contact center processes (C2B & B2C) – OB, IB & Chat
OLX Autos (Formerly OLX Cash My Car)
01.2019 - 03.2021
- Contact Center Lead managing C2B business – categorized as OB, IB & Chat campaigns
- Directly manage the performance of the appointment booking, inspection, quality auditing, and quality check teams for the Pan-India operations of Autos business
- Experienced in leading both captive & outsourced 120-plus people teams, attributing to the 3 most essential business stages - Appointment, Inspection, & Quality check
- Manage and improve functional P&L
- Recruiting, developing, executing, and managing an outbound sales team to create sustainable growth
- Drive performance in the team to meet targets and ensure the daily operations run smoothly
- Reviewing and analyzing dashboards and scorecards for performance and process improvement, +Power BI reports
- Adequate technical understanding, implementing best Dialer management practices to boost process & agent-level performance
- Campaign & agents level efficiency building
- Performance management strategies - action plans, BQ planning
- Responsible for knowledge management for the team and quality control in all aspects
- Strong coordination with all city heads & marketing teams to evaluate business requirements, appropriate lead management & matching sales targets at city levels
- Closely working with the process team to create flowcharts & process mocks
- Liaising with marketing & other departments to introduce new lead sources and effectively drive Telesales team performance
- Approving Invoices & decision makers for outsourced centers
- Weekly, monthly, and quarterly reviews with management
- Forecasting & achieving sales targets as agreed upon
- Accomplished multiple tasks within established timeframes.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
Sr. Manager – Customer Contact Centre Processes & Training
Fliplearn Education Pvt. Ltd. (Entity of Educomp Solutions Ltd.)
04.2017 - 01.2019
- Contact Center Management– Inbound & Outbound solutions
- Leading the school onboarding team & process
- Managing Helpdesk & support executives team rendering product-related support, CRM & ticket management
- Inside sales & revenue generation - Fliplearn Prime as the product (online content for students), upselling & cross-selling, outbound telesales process
- Planned & actively participated in the sales & marketing events in schools to generate leads (both B2B & B2C)
- Managing all objection handling, overall performance, & Team management
- AHT & SLA management, daily dashboards & quality management
- Handling chargeback & client escalations and feedback management
- Leading customer engagement for 2 major marketplace features: Bookstore & Online school fees
- Vendor management – Coordination with logistic partners product & technical teams
- Designed FAQ, engagement process, calling scripts for outbound sales, inbound flow, Pay fees, & Online book store marketplace via Fliplearn.com
- Process improvement & defining TAT for customer resolution
- Coordinating with Logistic & Technical teams in designing process flowcharts & mocks
- Liaising with the Product team in identifying & executing imp process enhancements & modifications
- Training & feedback sessions to enhance Team members' capabilities & process improvement
- Identified CRM software for Csat & sales process, explored best market vendors & shared detailed requirements
- Introduced Ticket management software to auto-revert with ticket generation on all support-related emails
- Interdepartmental communication/coordination with Zonal Heads to drive a smooth Csat process
- Designing strategies to promote product branding & scripting IVR and message blasting
- Access to social media communication via Play Store & Facebook to keep track on Customer satisfaction & identify new thoughts & feedback
- Managing appropriate revert against feedback as received
- Engagement in reports such as Resolution & Conversion%, Ageing SLA, CRM Surveys, sales productivity & performance review
- Hiring & Training
Manager - Customer Contact Center Processes
Fliplearn Education Pvt Ltd
06.2015 - 03.2017
Deputy Manager – Operations
India Homes (India World Technologies Pvt. Ltd.)
04.2014 - 05.2015
- Customer relationship management
- Revenue & Invoice analysis/generation
- Handling a team of runners (field executives) to dispatch documents about property details e.g, BBA, Allotment letter, payment cheques, loan-related documents, payment receipts, etc
- Scheduling meetings with other departments for end-to-end closures of customer issues
- Interdepartmental communication/involvement for settling disputes & escalations
- Liaising with Developers in consent to client's grievances &issues
- Brokerage generation as per the MOU with Developers
- Designed the Quality tracking sheet, setting up appropriate quality parameters in relevance to process requirements & welcome calls
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
Assistant Manager – Operations
India Homes (India World Technologies Pvt. Ltd.)
12.2012 - 03.2014
- Handling customer support management
- Quality & performance management for team members
- Effective client relationship through rapport building & setting the right expectations on high net worth calls
- Developer coordination for new bookings & brokerage disbursement
- Aligning client services in terms of dispatching documents & collecting payment cheques through runners
- Coordinating with Legal, Sales, Marketing & BD departments for necessary inter-relationship
- Handling escalations & client grievances through telephonic conversation & personal meetings
- Liaising with the collection department as a helping hand in revenue generation & raising invoices
- Visiting developer office in assistance of customer's concerns & bridging the gap further
- Analysis of revenue generation, forecasting & designing appropriate measures for collection of timely brokerages
- Deep analysis of unbilled revenue, designing an action plan for its collection promptly with a focus on effective implementation
Assistant Manager – Operations
Albion Infotel Pvt. Ltd.
05.2012 - 11.2012
- Head Customer Support Department & Business teams
- Launched a pilot batch of Customer support Teams, leading to better customer experience
- Leading services for both Customer support (10 members) & Technical support (30 members) teams
- Worked as an Incident/Escalation Manager with prompt replies to complaints received on official email addresses
- Hiring & training the new team members
- Specialized in solving chargeback cases, resolving refund complaints & replying to BBB
- Managing customer's account details & company's payment gateway settlements
- Grooming the team members to be efficient enough to resolve customers' grievances
- Liaise with other departments that affect the technical support associate/TL
- Analyze trends on all Client metrics & identify outliers
- Aligning & conducting Clinic sessions/Training Programs for the overall process development & quality improvement
- Identifying the coaching areas for the team members & initiating action plans for the overall improvement
- Proficient in Situation Handling & People Management
- Conducting pre- or post-shift huddles to discuss performance and non-performance metrics
Assistant Manager – Operations
John Keells BPO Private Limited (earlier Quatrro BPO)
04.2011 - 03.2012
- Leading a team of customer support & Retention reps, SMEs & QA
- Transaction Monitoring, increase efficiency levels, performance & people management
- Liaising with other departments affecting the technical support associate/SME
- Analyze trends on all Client metrics & identify outliers
- Ensure target achievement as per SLAs, improving to 97%
- Regularly analyze the expertise of team members to allocate responsibilities and find training needs
- Handing Supervisory calls & Escalations
- Tackling Disciplinary & Integrity issues
- Conflict management
- Responsible for driving the team's performance & sustaining a healthy work culture
- Team motivation & empowerment
- Strategy & performance management
- Auditing calls to keep a check on the compliance issues & identify workable areas for the team members
- Conducting pre- or post-shift huddles to discuss performance and non-performance metrics
Subject Matter Expert – Operations
John Keells BPO Private Limited (earlier Quatrro BPO)
03.2008 - 03.2011
- Providing first-level technical assistance to U.S.-based customers for HughesNet broadband
- Doing logins as and when required
- Provide coaching and support to the OJT batch and team members to make them understand the relevance and the reason for each troubleshooting step that they are performing
- Auditing live and recorded calls to identify the areas of improvement for the team
- To help the Team Lead develop strategies for improving the quality of the work being done by the team
- Prepare development plans to identify every technician's critical areas of improvement
Technical Support Associate
John Keells BPO Private Limited (earlier Quatrro BPO)
10.2006 - 02.2008
- Providing first-level technical assistance to U.S.-based customers for HughesNet broadband service
- Ensuring high customer satisfaction on each call while troubleshooting and maintaining the call quality parameters
Education
MBA - Marketing
Sikkim Manipal University
03-2011
BA -
CCS University
03-2006
Skills
- Operations Management
- Strategic Planning
- Loyalty Program Management
- P&L & NPS Management
- Efficiency Improvement & Cost Reduction
- Conversion Improvement
- Funnel Level Management
- KPI Driven Performance Optimization
- Call Center Expansion & Revenue Generation
- Project Management
Majorstrengths
- Trained in advanced coaching and training/ feedback skills.
- MBA with Marketing as the specialization.
- Self-motivated and ability to transform the motivation into others.
- Create effective & efficient procedures, change & conflict management, emotional & technical intelligence.
- Team-oriented, proactive, problem-solving approach.
- Highly customer-centric approach leading to effective rapport building & +Csat.
- Effective customer handling approach & exceptional people management skills.
- Call center set up, campaign management, efficiency improvement & successful leadership.
- Exploring & evaluating the best hardware and software to drive team performance.
- Worked on all the best dialers & software like Avaya, Cisco, Ameyo, Neox, Genesis, Zendesk, Zohodesk, Lead Squared.
Initiatives
- Successfully transitioned multiple campaigns to profitable businesses – C2B & B2B.
- 4x business growth delivered in Olx Autos as the biggest milestone.
- Cross-function campaigns - transitioned outbound team to inbound e-commerce management & vice versa.
- Cost reduction in switching to the best Toll-free service providers, CRM tools, and ticket management software.
- Explore & successfully implement efficiency improvement tools like Locus, RCM, Software's integrations.
- Took over & transited the biggest team (450+) of on-ground engineers to manage them remotely.
- Exploring best call center instruments & software.
Personal Information
- Date of Birth: 11/30/85
- Marital Status: Married
Proficiencyforte
- Loyalty Program & strong vendor management
- Business Development Management
- Experienced in leading a maximum team of 650 plus people, versatile businesses.
- Strategic planning & market research
- Inside Sales, funnel level management & revenue generation
- Call center instruments, dialer & software management
- Customer Experience, Retention & Escalations, NPS management
- Omni-channel marketing campaigns set up to boost lead generation & sales
- KPI-driven Performance Optimization & managing Operations Efficiency
- Process Roadmaps & CRM
- Great command over reports, both preparation and analysis
- Enhanced performance output on high-volume database
- Quality Control
- Strong Inter-department co-ordination
Timeline
Business Head - Loyalty, MSA & CC Management
Channelplay Limited
09.2023 - Current
Sr. Mgr – Contact Center Processes
OLX Autos (Formerly OLX Cash My Car)
10.2021 - 08.2023
Manager – Contact center processes (C2B & B2C) – OB, IB & Chat
OLX Autos (Formerly OLX Cash My Car)
01.2019 - 03.2021
Sr. Manager – Customer Contact Centre Processes & Training
Fliplearn Education Pvt. Ltd. (Entity of Educomp Solutions Ltd.)
04.2017 - 01.2019
Manager - Customer Contact Center Processes
Fliplearn Education Pvt Ltd
06.2015 - 03.2017
Deputy Manager – Operations
India Homes (India World Technologies Pvt. Ltd.)
04.2014 - 05.2015
Assistant Manager – Operations
India Homes (India World Technologies Pvt. Ltd.)
12.2012 - 03.2014
Assistant Manager – Operations
Albion Infotel Pvt. Ltd.
05.2012 - 11.2012
Assistant Manager – Operations
John Keells BPO Private Limited (earlier Quatrro BPO)
04.2011 - 03.2012
Subject Matter Expert – Operations
John Keells BPO Private Limited (earlier Quatrro BPO)
03.2008 - 03.2011
Technical Support Associate
John Keells BPO Private Limited (earlier Quatrro BPO)
10.2006 - 02.2008
MBA - Marketing
Sikkim Manipal University
BA -
CCS University
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