Amit Mahajan
Chandigarh
Summary
Operations & Business Leader with 20+ years of experience managing large-scale domestic and international BPO operations across e-commerce, telecom, energy, and financial sectors. Proven expertise in process transitions, multi-site governance, cost optimization, and stakeholder engagement. Skilled in scaling operations, driving efficiency, and delivering exceptional client experience.
Overview
21
21
years of professional experience
Work History
GENERAL MANAGER – DOMESTIC & INTERNATIONAL BUSINESS
DRITM
Mohali
01.2025 - Current
- Leading operations across multiple sites (Jaipur & Chandigarh) for international and domestic clients including Myntra, OYO, Muthoot Finance, and Traya.
- Scaled workforce from 600 to 2400+ employees within 8 months, implementing structured governance and performance frameworks.
- Managed full transition of Myntra (Voice, Chat, Email) ensuring 100% SLA adherence with zero escalations.
- Introduced automation and WFM solutions reducing AHT by 12% and improving agent productivity.
- Designed strategic cost optimization plans achieving 15% annual savings without compromising quality.
- Built leadership bench through succession planning and competency-based training modules.
Regional Head - Southern Wales, UK
Pozitive Energy
01.2024 - Current
- Leading and managing all business operations related to energy, gas, water, EV, and telecom across the Southern Wales region.
- Overseeing a team of 100 professionals in India, managing inbound and outbound sales operations, and ensuring seamless service delivery.
- Managing a team of 50 relationship managers based in Mumbai, responsible for backend operations and supporting regional growth initiatives.
- Coordinating with relationship managers in the UK to enhance business opportunities, client relationships, and market presence.
- Implementing strategic initiatives to increase regional market share and customer satisfaction.
- Collaborating with cross-functional teams to drive process improvements and operational efficiency.
- Successfully expanded the business portfolio in the Southern Wales region, leading to significant growth in revenue and customer base.
- Enhanced team performance through effective leadership and training, resulting in improved sales and customer retention.
- Developed and executed strategies that optimized operations and increased overall business efficiency.
Service Delivery Head for Telecom
Pozitive Energy
08.2022 - 12.2023
- Managed telecom operations, leading a team of 100 members to deliver exceptional service.
- Led the launch of a new Telecom process, transitioning from a gas and energy supply company to a telecom services provider for UK customers.
- Developed and implemented new telecom scripts, customer communication strategies, and marketing plans.
- Successfully increased sales by 30% within the first month of the telecom launch.
Senior Manager
Fusion BPO Services
01.2019 - 07.2022
- Oversaw operations in Telecom, Hotels, E-commerce, and Sales, managing a team of 550+ FTEs.
- Successfully hired support staff & advisors for all domains.
- Drove operational performance to improve customer satisfaction through effective forecasting, staff planning, and workforce optimization.
- Directed employees and worked to develop high-performing teams and leaders.
- Analyzed and tracked the team's performance against defined metrics and drove continuous process improvement.
- Ensured that calls were answered by staff within agreed time scales and in an appropriate manner.
- Set call center and customer service targets.
- Coached and motivated people at pace.
- Randomly monitored calls to ensure high standards.
- Managed information and statistics.
- Managed staff bonuses, rewards, and incentive schemes.
- Ensured all staff were informed of legislation, new working practices, and technological changes.
- Kept a close eye on staff turnover, absenteeism, and overtime.
- Managed a large team of staff from diverse backgrounds.
- Managed multiple processes for clients, including OYO Hotels, D2H, and Meesho, resulting in a 40% increase in sales and client appreciation.
- Developed strategies and plans to drive business growth and meet revenue targets.
- Implemented innovative solutions in the e-commerce platform for Meesho, resulting in a 20% increase in customer engagement and improved user experience.
- Received the Best Senior Manager Award for three consecutive years for exceptional leadership and achieving 20% year-on-year revenue growth.
Operations Manager
Intelenet Global Services Pvt. Ltd
03.2007 - 04.2018
- Managed operations for Vodafone, Myntra, and One Assist, overseeing a large team of associates.
- Achieved consistent sales targets and implemented process improvements that enhanced customer service efficiency by 40%.
- Started as a Team Leader and quickly progressed to Team Manager due to outstanding performance.
- Led a team that consistently achieved 30% higher sales targets compared to other teams.
- Developed and implemented a process for Vodafone that improved customer service efficiency by 40%, resulting in increased customer satisfaction and retention.
- Received recognition as the Best Operation Manager for driving a 25% reduction in operational costs through process optimization and automation.
Frontline Executive
Vodafone Store
01.2006 - 03.2007
- Maintained MIS flow, minimized audit rejection rate, and managed staffing and escalations.
- Achieved a 20% month-on-month increase in sales through effective upselling and cross-selling.
Executive
Competent Synergies Pvt. Ltd
05.2004 - 04.2005
- Worked on Special Projects, ICE Calling, Repeat Calling, Dealer Helpdesk, and managed escalations.
Education
10th Standard -
Shishu Niketan Senior Secondary School
10+2 -
Sharda Saravitkari School
Bachelor of Commerce -
Khalsa College
Punjab, IndiaSkills
- Proficient in Microsoft Office (Word, Excel, PowerPoint)
- Strong leadership and coaching abilities
- Excellent time management and organizational skills
- Adaptable to changing environments and situations
Personal Information
- Date of Birth: 08/07/83
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
- Punjabi
Hobbies and Interests
- Socializing
- Physical fitness
- Playing sports such as cricket, football, and badminton
- Enjoys reading, watching movies, and traveling
Father's Name
Mr. Subhash Mahajan
Personal Qualities
- Proficient in Microsoft Office (Word, Excel, PowerPoint)
- Strong leadership and coaching abilities
- Excellent time management and organizational skills
- Adaptable to changing environments and situations
Timeline
GENERAL MANAGER – DOMESTIC & INTERNATIONAL BUSINESS
DRITM
01.2025 - Current
Regional Head - Southern Wales, UK
Pozitive Energy
01.2024 - Current
Service Delivery Head for Telecom
Pozitive Energy
08.2022 - 12.2023
Senior Manager
Fusion BPO Services
01.2019 - 07.2022
Operations Manager
Intelenet Global Services Pvt. Ltd
03.2007 - 04.2018
Frontline Executive
Vodafone Store
01.2006 - 03.2007
Executive
Competent Synergies Pvt. Ltd
05.2004 - 04.2005
10th Standard -
Shishu Niketan Senior Secondary School
10+2 -
Sharda Saravitkari School
Bachelor of Commerce -
Khalsa College
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