AMIT HARSHWARDHAN
Noida
Summary
Certified Six Sigma Black Belt business leader bringing 25+ years of experience as successful professional in BPO Operations. Strategic problem solver and change manager. Visionary executive implements plans that meet current and future needs.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Chief Executive Officer
Kozuzi Technologies Pvt. Ltd.
Noida
08.2023 - Current
- Overseeing the profit centre operations and contributing significantly towards improving the TOP LINE of the company
- Work efficiently toward building the sales pipelines and new business acquisitions meetings
- Discuss the sales numbers and build strategies to improve them and allocating new sales targets
- Create a seamless customer satisfaction matrix and help resolve any and all customer satisfaction issues
- Managing a large team size including all the departments for proper functioning of the company, including Admin, Accounts, Human Resource, IT/Network team and Business Operations
- Managing the Key accounts and develop strategic plans for client retention
- Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
- Strengthening the current processes and look at opportunities to improve the headcount on them
- Computing the billings for the month – billable head count vs
- Actual
- Making/guiding the team in making SOP’s and ensuring that it is executed in the right earnest
Chief Executive Officer
Volans Infomatics Pvt. Ltd.
Noida
05.2020 - 07.2023
- Overseeing the profit centre operations and contributing significantly towards improving the TOP LINE of the company
- Work efficiently toward building the sales pipelines and new business acquisitions meetings
- Managing a team size in excess of 200 including all the departments for proper functioning of the company, including Admin, Accounts, Human Resource, IT/Network team and Business Operations
- Addressing operational matters, managing Collections, Customer Support, Technical Support - (Sales/Tech), Customer Care, Chat Support, E-mail support, Appointment setting and Tele-Marketing Sales
- Managing all the Key accounts and develop strategic plans for client retention
- Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
- Strengthening the current processes and look at opportunities to improve the headcount on them
- Computing the billings for the month – billable head count vs
- Actual
- Making/guiding the team in making SOP’s and ensuring that it is executed in the right earnest
- Started from scratch and built the business from a revenue of 5L in first year to 5 Crores in second year and then to 30 Crores (INR) in 3rd Year with a margins of 22%+
- Added new BPO business through efforts and network
- Built In-house software development and Digital Marketing capabilities
- Started an E-com business “Sabki Mandi” which was into Agri-Tech industry
Business Head
Insights N Action a Unit of Rajasthan Patrika Group
Jaipur
01.2017 - 04.2018
- I was responsible for designing and building key strategic, innovative, functional and efficient capabilities structure that delivers the industry best and creates a differentiated customer experience
- This includes a robust start-up planning and execution along with a technology platform that seamlessly integrates with our existing partners and fine balance brought between Customer Experience and costs
- Customer experience functions that including call centre operations, Email Servicing, Escalation points, Cyber net and social media
- Drive strategy around implementation of new platform(s) and exception management tools for various processes across verticals (Media-Print & Electronic, e-Commerce, Events, AP/AR) in Patrika
- Driving the Risk & control agenda while working with Core Operations & Senior Management/Proprietors in defining new processes and engagements
- Ensure the key controls associated with processes are maintained and work with technology partners to identify and implement new controls that drive down risk
- Monitoring controls and procedures to adhere to and streamlining existing processes for increased control and maximum efficiency
- Working closely with the “Circulations” team and having the “Collections” activity streamlined
- Helped in getting the total AR – “Past Due “reduced from 48 Cr
- To 28 Cr
- In just 9 months of taking over from the below stake holders:
- Agencies
- Agents
- Work with the IT team in driving the improvements across platforms so as to deliver:
- Improved service delivery
- Scalable solutions
- Resilience in the design
- Increase productivity and reduce cost
- Process Transitions and migrations
- Responsible for account management across verticals such as Media, E-Commerce, AP/AR and MIS
- Creation and publication of various reports, analysis of data, tracking trends and reporting to senior management/proprietors
- Spearheading Key Accounts and Alliances domain for the Services Vertical of Patrika for PAN India
- Managing the alliances through various channels for increasing portal's daily newsletter subscription and generating revenue for all the B2B verticals through customized online campaigns
- Managing sponsorship sales for the events backed by Patrika and generating revenue by selling online inventory
- Developed and strengthened online servicing channels including the web platform
- Strategically influenced customers to transact online such that online servicing share moved from 4% to 30%
- Consolidated and revamped multiple localised manual processes per geography + multiple fragmented applications (35+) to a singular PAN India standardised process operating on a fully automated end to end integrated stack
- Implemented a flexible, scalable servicing model by outsourcing transactional processing activities to strategic partners resulting in 66% reduction of HC over 8 months
- Developed and implemented a customer up-sell (Revenue generating) strategy through all key customer touch points with an objective to ultimately fund cost of customer service delivery for all of Patrika Group
- Ensured that customer servicing became a significant competitive advantage & a key tool positively influencing customer loyalty and retention by maniacal focus on elimination of defects and delivery of superior customer care, facilitated through introduction of multiple customer listening posts integrated into a holistic “Voice of Customer” program
- Working on bringing in the concept of “WAH” (Work At home), thereby driving a bigger EBITDA
- Driving high levels of employee engagement
Leading the Jaipur BU and 5 more locations PAN India
Go4Customer
Noida
11.2007 - 01.2017
- Overseeing the profit centre operations and contributing significantly towards improving the TOP LINE of the company
- Managing a team size in excess of 1200
- Addressing operational matters (Inbound as well as Outbound) for both Jaipur and NOIDA Centre managing Collections, Customer Support, Technical Support - (Sales/Tech), Customer Care, Chat Support, E-mail support, Appointment setting and Tele-Marketing Sales
- Managing the Tech Support Vertical – Sales Volume / Collections / Quality Management / Support Mechanism / Renewal Mechanism / Retention Mechanism / Gateway Management / Acquiring More merchant accounts/ Chat Support business /acquiring more Clients from similar domains
- Collections: Managed 5 Large accounts for collections of their AR in both domestic and International space
- Managing all the Key accounts and develop strategic plans for client retention
- Handling conference calls to review and resolve operational issues as well as implement new process & procedure changes
- Conducting the annual training calendar; evaluating training programs and collating feedback
- Distinguishing refresher-training modules to ensure career advancement, long-lasting & fruitful relationship
- Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
- Strengthening the current processes and look at opportunities to improve the headcount on them
- Computing the billings for the month – billable head count vs
- Actual
- Evaluating the performance of Manager / AMs/TLs on an on-going basis and ensuring that the performance management process is adhered to via their IDP’
- Making/guiding the team in making SOP’s and ensuring that it is executed in the right earnest
- Beginning with a Rs
- 7Cr
- Annual turnover in 2007-2008, today the business of the company is touching at Rs
- 200 Cr., I believe a lot of that upward curve has happened due to the business’s acquired over the time with an EBIDTA of over 18%
- Created a portfolio of 50 accounts that included companies across several Industry Verticals (Finance, Auto, FMCG, E-commerce etc
- Several high-end e-commerce platforms through identification of unique business opportunities, execution of corporate presentations, and strong contract negotiations/ closings
- Grew independent national/International sales organizations, in charge of on-site sales training, policy formulation, goal setting, incentive programs, and competitive sales commissions, sustaining an average increase in annual growth revenues of 4% to 6%
- Improved the Non-Pay Churn pay by 59% for one of the projects…
- Others also have shown decent improvements over the years
- Have been overseeing Billing / Collections / Sales / Retention for the company as a whole
- Almost every year the revenues have touched the targeted landmark while exceeding in few of those years
- Acquired business from multiple geographies – Basically across globe – APAC / EMEA / US / India etc…which helped in improving the dollar revenues
- Acquired business from multiple domains – E-commerce / Telecom / Software / Education / Automobile / Finance / FMCG / PSU’s and various other IT/ITES companies
- Instrumental in acquiring the ISO certification
- Effectively coordinated with HR and Admin
- Dept
- And improved the overall employee experience
- Successfully acquainted transparency in the Agents / PDs/Team Leaders/Assistant Manager’s KRA
- Accomplished few big deals for the company with huge financial profits
- Holds the credit of establishing the Quality Team from scratch, which is now delivering immensely towards company’s growth
Senior Collections Team Manager
Dell International Services
Hyderabad
03.2004 - 10.2007
- Interfacing with Business Unit Partners to update the current stats and learning changes
- Overseeing the collection activities for the Canadian Region with a team of 15 people
- Handling the US segment of collections and business activities in Global and SMB
- Mentoring 48 People including 5 Team Managers as direct reports
- Enhancing & meeting numbers (current %, past due, past due reduction, bad debt provision, and DSO)
- Managing the Leasing Portfolio (HSB) comprising audit and identifying possible frauds
- Addressing escalations from Tier 2 and providing problem resolution to customers
- Planning & implementing process audits at associates’ end to ensure adherence to fixed standards
- Preparing the seating plan for the associates and make changes in instances where we have new hires
- Providing opportunities for the vintage associates to floor walk and resolve associate queries on calls
- Devising the back up plan for the service champs and Quality coach and prepare a robust leadership pipeline
- Formulating red flag report and working on the development areas based on challenges in scope
- Implementing the rewards and recognition programme along with data and rewards
- Coordinating with Departments like Transport, Facilities, Payroll and HR to ensure employee satisfaction
- Successfully coordinated with the BU Partners to meet operational requirements
- Effectively mentored the team of 48 Associates and Managers
- Steered efforts for guiding fun@work and security on the floor
- Consistently over-achieved all the targets along with a 93% Tell Dell score
- Have been instrumental in improving the face of Canada Collections at Dell (From 44% Current% in Q4’O5 to 80% in Q1’O7, From 9.6% 90+% in Q4’O5 to 2.49% in Q1’O7)
- Acknowledged and rewarded with:
- Above & Beyond Award from Cathy Thomson, Sr
- Vice President, Dell
- One Dell Award (Team Award) for showing fantabulous improvement
- Inspiron” Manager in Q3FY’O6 (Dell)
- Dexterously mentored the team which has been meeting its targets consistently for last 3 quarters
Education
B.Sc. in Hospitality Management -
IHMCT&AN, Institute of Hotel Management catering technology and Applied Nutrition
Chennai, Tamil Nadu01.1997
Skills
- Running large complex business operations
- Organizational Management
- Operational Efficiency
- Managing large P&L
- Budget management
- Sales cycle management
- Business Development
- Strategic Partnerships
- New market penetration
- Strategic Planning
- Customer service
- Relationship management
- Result-oriented personality
Certification
- Certified Six Sigma Black Belt
- Six Sigma Yellow Belt Certification on Reduction in 90+ Debits AR
Presentaddress
#0551, Tower-5, ATS Village, Sector-93A, Noida, Uttar Pradesh, 201301
Personal Information
Date of Birth: 12/15/75
Languages
- English
- Hindi
- Bengali
- French (Fair)
Timeline
Chief Executive Officer
Kozuzi Technologies Pvt. Ltd.
08.2023 - Current
Chief Executive Officer
Volans Infomatics Pvt. Ltd.
05.2020 - 07.2023
Business Head
Insights N Action a Unit of Rajasthan Patrika Group
01.2017 - 04.2018
Leading the Jaipur BU and 5 more locations PAN India
Go4Customer
11.2007 - 01.2017
Senior Collections Team Manager
Dell International Services
03.2004 - 10.2007
B.Sc. in Hospitality Management -
IHMCT&AN, Institute of Hotel Management catering technology and Applied Nutrition
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