Mahek Shah

• Handling a 2000-seat call centre for tele-collections, tele-sales, and customer service.
• Executing comprehensive collections strategies for both pre-cycle prevention and post-cycle recovery, I have consistently demonstrated the ability to optimise recovery rates and drive operational efficiency.
• Led the development and deployment of intelligent BOT solutions to automate collections, enhance resolution rates, and reduce operational costs.
• Designed and executed enterprise-wide strategies to drive collections efficiency, scalability, and profitability across service lines.
• Managed multi-client operations with strategic oversight of 2,000+ FTEs, consistently achieving and surpassing client collections benchmarks, and internal KPIs.
• This role has allowed me to refine customer engagement strategies and streamline resolution processes, ensuring that client interactions are managed with the highest standards of professionalism and effectiveness.
• By integrating cutting-edge automation and data-driven insights into our workflows, I have been instrumental in reducing operational costs, while enhancing overall service delivery.

• Directed the complete implementation of a cloud-based Collections/Renewals Contact Centre, overseeing infrastructure design, vendor selection, deployment, and seamless integration with CRM and workforce management platforms.
• Led the development and deployment of intelligent BOT solutions to automate collections, enhance resolution rates, and reduce operational costs.
• Introduced AI-powered quality management tools to monitor agent performance, ensure compliance, and deliver actionable insights for continuous improvement.
• Managed multi-client operations with strategic oversight of 1,000+ FTEs, consistently achieving and surpassing client collections benchmarks, and internal KPIs.
• Designed and executed enterprise-wide strategies to drive collections efficiency, scalability, and profitability across service lines.
• Built and mentored high-performing leadership teams, fostering a culture of innovation, accountability, and professional growth.
• Acted as the executive liaison in client engagements and leadership forums, aligning delivery outcomes with broader business objectives.
• Partnered with C-suite stakeholders to shape organisational goals, influence strategic initiatives, and guide operational execution.
• Ensured full compliance with corporate policies, legal standards, and regulatory requirements across all business units.

Novac Technology Solutions is a CMMI Level 5 Certified IT and ITES arm of Shriram Finance, with a strong technology and BFSI domain.

• Handling 850-seat call centre for tele-collections, tele-sales, customer service -Housing, Lending, and Insurance.
• Portfolio analysis and performance optimisation.
• Planned and organised tasks effectively to enhance time management for both myself and the team.
  Prioritised activities to ensure the timely completion of responsibilities.
  Implemented strategies to improve overall productivity and efficiency.
• Oversaw multiple portfolios for Shriram Group, ensuring operational excellence, adherence to SLA standards for delivery and output quality, implementation of process innovations, enhancement of productivity, effective people management, and robust client management.
• Oversaw the setup of all pilot projects while ensuring a seamless transition to teams specialised in inbound and outbound operations across multiple centres.
• Guide and support managers in reaching daily, weekly, and monthly targets established by the client.
• Accountable for achieving process goals aligned with client SLAs.

• Handling a team of 300 executives with 8 reportees.
• Responsible to set objectives and goals for the team and manage operating expenses in order to improve efficiency and productivity of department.
• Client Management.
• P&L Management.
• Developed successful strategies and policies, meeting organisational needs and implementing improvements.
• Built successful business culture focused on performance optimisation and goal attainment.

• Company Overview: Vertex is a leading integrated end-to-end solution provider across Business Process Outsourcing, Customer Management Outsourcing, and IT Services.
• Handling a team of 200–250 executives for IB and OB operations.
• Ensure consistency in deliverables by driving the Ops team.
• Implement process improvement initiatives towards better floor management.
• Responsible for internal and client metrics as per the SLA.
• Monitored staff performance and developed improvement plans.
• Optimised resource allocation, ensuring maximum productivity and minimal downtime.
• Analysed performance data to identify trends, making strategic decisions to boost operational success.
• Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.

• Company Overview: Firstsource is a leading provider of customised BPM services and offers solutions covering the complete customer lifecycle across banking and financial services, customer services, telecom and media, and healthcare sectors.
• Handling a team of 100 to 150 executives with 4 to 5 team leaders.
• Responsible for setting objectives and goals for the team, and managing operating expenses in order to improve the efficiency and productivity of the department.
• Driving floor efficiency parameters (login hours, idle time, wrap time, etc.). to ensure maximum productivity by the team.
• Interacting with clients regularly for discussions on performance, targets, support, and customer escalations.
• Collaborated with team members to achieve target results.
• Managed complaints with calm, clear communication and problem-solving.
• Maintained clean, safe working environments to eliminate accident risks.
• Achieved service time and quality targets.