Bharat Makani

Team Leadership and Management

• Oversaw a diverse team of 1,000+ employees across six countries in Eastern Africa, fostering a cohesive and high-performing culture while promoting inclusivity and collaboration.

Business Development

• Identified and pursued new business opportunities in international markets, successfully expanding the company’s footprint and enhancing revenue streams.

Operational Excellence

• Ensured smooth operations for existing clients, focusing on quality measures, regulatory compliance, and exceptional service levels to enhance customer experience and retention.

Performance Management

• Communicated effectively with internal teams and external stakeholders to review key team members' performance, aligning with business needs and delivering tailored support to clients.

Customer Lifecycle Management

• Assisted clients through all phases of the customer lifecycle, from onboarding to ongoing service delivery, ensuring satisfaction and loyalty through consistent excellence.

Process Improvement

• Streamlined operations using Agile methodologies and Lean Six Sigma principles, resulting in increased efficiency, reduced waste, and improved service delivery.

Employee Development

• Created a healthy work environment by optimizing employee skills, conducting regular workshops and training sessions to foster individual and team development.

Financial Forecasting

• Forecasted revenue by analyzing market conditions, preparing detailed business and financial reports to support strategic decision-making and drive growth.

• Accounted for achieving the revenue and liquidation targets on commercial primary & secondary segments for AT&T
• Acquired 60% market share from 30% in one year and awarded best employee of the month for 3 months in a row
• Recruited of 350+ employees in a span of one year with the right calibre meanwhile retaining the attrition rate at 0% in the last 6 months
• Counseled and motivated team members and leaders on performance up to the standards of the organization
• Maintained budget for the projects and their execution in the given timeframe
• Coordinated with MIS team for reports such as KPI report, Voice mail report, Daily revenue tracker, NSF report, MTD collections report, Agent productivity report to drive daily performance.

• Functioned as a Team Leader for American Express Corporate Collections unit
• Maintained the staff roster, daily tasks while keeping them motivated to perform up to the standards
• Ensured the team to meet RPC and conversation targets set by the clients in turn reaching monthly liquidation targets
• Prompted and mentored the team members to improve their negotiation skills and customer service.

• Devised and executed effective strategies to meet daily revenue targets while working as a Team Leader for American Express (Icollect) collection process
• Accorded award for Annual Power of Green as the Best Team Leader by AMEX - Global Credit Administration (GCA) 2012
• Conducted daily team briefings to keep the team on their toes by updating them about revenue and individual performance.

• Lead the team of 15 sales advisors for a Canadian Telecommunications & ISP service provider TELUS
• Encouraged the team towards healthy competition among the different teams by running contests and spot prizes in turn boosted sales
• Accountable for day-to-day operations from handling team login hours to sales per hour target
• Mentored all 15 advisors to improve their individual communication skills and providing regular feedback.

• Diversified my industry knowledge by working on multiple projects of US collection agencies including Healthcare, Commercial, Utilities & account receivables
• Prompted over $500K in monthly revenue in commercial collection with the team of only 3 collectors
• Conducted timely business reviews with team leaders to understand any gaps or improvement in the process
• Focused on the Top Line, by delivering revenue and client targets while maintaining the budget
• Transmitted financial reports, risk assessment to leadership team
• Managed the team of professionals while maintaining the industry standard.