Harish T
Chennai ,
Summary
Seasoned COO at Autosense (Hansa Cequity Group) Pvt Ltd, recognized for transforming customer experiences and driving a 20% increase in service penetration. Demonstrated ability to manage annual revenues of 50 Cr while implementing long-term strategies that enhance customer satisfaction. Proficient in data-driven decision-making and SQL, leveraging these skills to achieve industry-leading financial outcomes. Committed to fostering collaborative leadership and innovative practices for continued growth.
Overview
23
23
years of professional experience
1
1
Certification
Work History
COO- Customer Experience
Autosense (Hansa Cequity Group) Pvt Ltd
Chennai
01.2016 - Current
- Leading customer experience management function involving consumer acquisition, Customer service, Revenue growth, 24/7 service management, for large Automobile majors, BFSI & Retail in CRM space, handling all aspects of client interaction and delivery, managing a cross functional & multi geographical team of 1500 customer Success officers, market research executives, training, and quality & technology leads
- Responsible for entire delivery across all functions (HR/Ops/ Service quality /Client service)
- Defining project scope, solution approach and delivery of project as per committed timelines
- Executing CRM strategy for clients to increase product sales/service penetration, customer journey mapping, management of customer single view (CSV) and customer retention programs
- Responsible for P & L and managing 50 Cr Annual revenues
- Won 5 awards from industry reputed forums for Best CX under my leadership
- Implementing new age technologies like GEN AI / BOT across portfolios
- Managed service delivery for a personal car automobile across all customer channels like social media / Chat/ email Voice in India across sales, service, spares and vehicle exchange
- Set up a premium experience Hub for new product launches and handled entire PLV & CLV
- Instrumental in reducing the overall customer response TAT for social media to 17 mins from 43 mins for leading Footwear and Automotive brands
- Managed to increase the upsell revenue by 2X for leading NBFC brand from the existing customer portfolio
- Instrumental in revival and business turnaround performance of India’s largest service provider for a leading commercial vehicle manufacturer enabling them to post Rs 1.8 Cr PBT for FY’16-17
- Recognized for achievement of net cost saving of 2.4 Cr in FY’16-17 for a leading 24/7 Emergency Assistance multi brand personal car service provider through ASP network expansion resulting in reduced logistics expenses plus reduction in TAT for end consumer
- Ensured delivery of the service model built for a leading passenger car automobile client ensuring increase in service penetration by 20% or 70 lacs month on month
- Won ‘Leadership Award’ at the Annual awards event for ‘FY18-19
Manager, Contact Centre & Sales Operations
Trayee Business Solutions P Ltd.
Chennai
03.2013 - 12.2016
- Company Overview: (BFSI KPO)
- Led the contact centre team of 200 members across 3 major domains as Banking, Telecom and Insurance
- Responsible for entire set of activities involved in customer journey including pre-sales, sales and service delivery across MNC clients in domains mentioned above
- Defined and managed the entire backend support and infrastructure of a leading loyalty management company based in Chennai
- (BFSI KPO)
- Received accolades from top management for spearheading the operational launch plan of the 4G plan in Kerala & TN circle for India’s leading telecom operator
- Set benchmark in credit card industry by achieving highest acquisition productivity for FOS personnel
- Followed up acquisition benchmark by maintaining 1 lac per man recovery with 60% card approval rate
- Instrumental in partnering with client in conceptualizing, ideating, and executing a new top up loan product for a leading NBFC thereby achieving 15Cr loan disbursement on monthly basis
- Enhanced team productivity to help achieve 10 Cr targeted revenue for FY’15-16 for a leading insurance provider
- Recognized for reducing TAT by 24 hours for leading telecom player in new customer verification & activation activity
Manager
MMC Infotech Services
Chennai
03.2002 - 02.2013
- Responsible for handling upto volume of 12 lacs customer queries per annum related to credit cards, savings account and loan products of a leading multinational bank
- Handled credit card operations which involved payment disputes, rewards related, chargeback related, Loan related queries
- Instrumental in reducing the digital channel TAT from 48 to 24 hrs, thereby helping the client achieve No 1 ranking in customer satisfaction index in Indian banking industry
- Spearheaded the entire project on Talisma paperless channel migration involving seamless stage wise case movement, helping 18% reduction in manpower cost on annual basis
- Engineered loan verification & processing system helping service provider to enable process all Personal, Home, Car loans in a single platform with reduced manpower and faster turnaround time
- Instrumental in redefining the credit card-based loan approval process through tele channel activity, basis PIN authentication sans documentation
- Ideated and implemented computer-based training / evaluation tool which resulted in reduction of learning curve of new joiners from 21 to 14 days
- Actively supported customer database system migration from SQL to web-based platform
- Achieved highest ever sales in credit card associated products like insurance, CPP plans in FY’ 11
Education
Post Graduate Diploma - Internet Technologies
Regional Engineering College, Tiruchirappalli
Tiruchirappalli01.2002
Bachelor of Engineering - Electronics & Communication
Mookambigai College of Engineering
Trichy06.2001
Skills
- Long-Term Strategy Development
- Client Acquisition Expertise
- Experience with Generative AI Solutions
- Sales Forecasting Management
- Data-Driven Decision Making
- Client Management Expertise
- Financial Performance Management
- Strategic Demand Management
- Customer-Centric Service Delivery
- Collaborative Leadership
- User Experience Enhancement
- Human resources management
Certification
- Post Graduate Diploma in Internet Technologies, Regional Engineering College, Tiruchirappalli, 01/31/02
- Certified Internal Auditor for ISO 9001 & ISMS 27001 standards
- Certified Six Sigma Black Belt Professional
Training
- EXCEED, Citibank India, 01/01/11
- Train the Trainer, Citibank India, 01/01/12
Languages
- English
- Tamil
- Hindi
Personal Information
Date of Birth: 05/25/80
Timeline
COO- Customer Experience
Autosense (Hansa Cequity Group) Pvt Ltd
01.2016 - Current
Manager, Contact Centre & Sales Operations
Trayee Business Solutions P Ltd.
03.2013 - 12.2016
Manager
MMC Infotech Services
03.2002 - 02.2013
- Post Graduate Diploma in Internet Technologies, Regional Engineering College, Tiruchirappalli, 01/31/02
- Certified Internal Auditor for ISO 9001 & ISMS 27001 standards
- Certified Six Sigma Black Belt Professional
Post Graduate Diploma - Internet Technologies
Regional Engineering College, Tiruchirappalli
Bachelor of Engineering - Electronics & Communication
Mookambigai College of Engineering
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