Ashish Awasthi

Cell no +91 - 9920016415

E-mail: aashish200279@gmail.com

SUMMARY

Graduated in Masters of Business Administration in the year 2001 with specialisation in Marketing
Management from Bharati Vidyapeeth’s Institute of Management and Research, New Delhi affiliated to
University of Pune and till date gathered a diverse work experience of about 12 Years: The experience
includes International / Domestic Contact Centre environment in Collections, Retentions, Operations and
Internal Quality Mechanism. Have been an integral part in Customer Centricity throughout the work
experience and firmly believe that retaining a customer through exceptional service is more important than
acquiring new ones.

Personal Traits: Driver of meritocracy and operational excellence, process biased, facilitator of change &
process improvements; People-friendly, an avid listener with good inter-personal skills, performance-driven,
an effective communicator and always open to learning and change.

WORK EXPERIENCE

Essel Utilities (PAN India distribution Co. Ltd.) : Location Mumbai , Sep 2013 Onwards
Designation: Sr. Manager, Consumer Business – Role : National Collections Head

Job Description- The job entails Driving Collections Pan India in 3 Major DF’s Essel utilities have started
Nagpur, Sagar & Muzzfarpur. It also includes Customer service through MRBD & MMG Group & driving
field related activities such as Distribution & Disconnection:

1. Performance monitoring and ensuring improvement in efficiency drivers leading to reduction of cost at
Strategic Business Partner centre, tracking performance on key KPIs Collections, Commercial & MRBD.

2. Monitoring the performance metrics of partner on basis of contractually agreed PPI, Conduct regular
performance review with the partner. Task involves alerting respective units with observations, lapses, and
any form on non-adherence with respective teams, and making appropriate recommendations to prevent
recurrence. Facilitate implementation of prescribed corrective actions towards improvement of
performance level.

3. Closely engage with the circle Business Head & Customer Service team to improve collections through
various programs and schemes every month..

4. Partner alignment with internal performance parameter, Manage operational relationships with the partner
on daily / weekly / monthly / quarterly bases, serves as a conduit of communication of all customers facing
campaigns, customer oriented initiatives and all promotional activities run by Essel so as to keep them abreast
of developments which are likely to be the reason for customers to call. This will lead to better on-call
resolution for all queries about new launches.

5. Process & Policy Compliance for all Distribution Franchise, Circles at Group Level Facilitate streamlining
of implementation of collections & Customer service processes at DF. Ensure adherence to the process at
the partner.
6. Influencing inter-location alignment and provide timely inputs to Business Head, MRBD & MMG for
informed decision making at all DF locations &. Facilitation of best practice sharing and presenting them to
make it Process Dependant

BHARTI AIRTEL LTD. June 2008 to 30Th Aug 2013

Designation: Sr. Manager, Customer Service Delivery – Platinum Customer Experience

Job Description- The job entails Platinum Customer Retention through reduced Voluntary Churn with
improved customer experience and better services. It also includes Collection through minimal voice
intervention and increased use of Non voice tools. The other key deliverables are as follows:

1. Performance monitoring and ensuring improvement in efficiency drivers leading to reduction of cost at
Strategic Business Partner centre, tracking performance on key KPIs Collections, Barring & Suspension –
(Overdue Exposure Monitoring), Retention, Bad debt and Churn.

2. Monitoring the performance metrics of partner on basis of contractually agreed PPI, Conduct regular
performance review with the partner. Task involves alerting respective units with observations, lapses, and
any form on non-adherence with respective teams, and making appropriate recommendations to prevent
recurrence. Facilitate implementation of prescribed corrective actions towards improvement of
performance level.

3. Closely engage with the circle level SMG & SO Team to control Churn through various programs and
schemes every month. The customer’s VOC is captured and shared with the concerned for policy
formulation and correction for better customer experience and Retention scores.

4. Partner alignment with internal performance parameter, Manage operational relationships with the partner
on daily / weekly / monthly / quarterly bases, serves as a conduit of communication of all customers facing
campaigns, customer oriented initiatives and all promotional activities run by Airtel so as to keep them
abreast of developments which are likely to be the reason for customers to call. This will lead to better on-
call resolution for all queries about new launches.

5. Process & Policy Compliance for all Airtel Circles at Group Level Facilitate streamlining of
implementation of Call Centre processes at partner locations. Ensure adherence to the process at the partner.
Advice mobility on competition through customer’s VOC and Implement initiative at Circle & cServ levels

6. Influencing inter-location alignment and provide timely inputs to Head Contact Operations for informed
decision making at various partner locations to smudge process variations. Facilitation of best practice
sharing and presenting them to the Process Head

OPTIMUS GLOBAL SERVICES LTD. ( A Polaris Company)

Designation: Service Delivery Leader, Chennai May 2004 to June 2008

Job Description: Joined as Assistant Manager for ICICI Bank Ltd process to facilitate and implement Tele-
calling and Field Referral strategy, processes and procedures for Collections - Loans and Credit Cards.
The job entailed handling bucket 1 portfolio secured and unsecured loans across South Hub for the Bank. A
critical part of the role was achievement of budgetary measurements and to maximize revenue generated,
process mapping, understanding client requirements, building preliminary cost-model, Contract discussions
with field agencies, defining policies and procedures, collation of market intelligence, Dialer strategy/ work-
shop on system integration, development of auxiliary products like IVR tree and score cards, sharing inputs
on Regulatory requirements like Know-Your-Customer, Credit and collection policies.

Operations Management:

 Handling a team of 475 People with 4 Managers with P & L Responsibility of Bkt-1.
 Capacity Planning – Forecasting productivity, monitoring headcount, providing ramp plans and
forecasting and controlling attrition numbers.
 Regular meetings with support functions (Quality, Training, Recruitment, Admin and Technology)
to discuss the issues and other operational concerns.
  Focus on people excellence, development and the building of an integrated team of Managers, Asst.
Managers & Team Leads, by providing prompt and objective coaching and counselling, conducting
regular performance reviews, career planning and development activities
 Plan for upcoming organizational needs and implement strategies in a proactive manner.

BPO Expertise - Relationship Management:

 Identifying new business opportunities with the existing client as well as new clients.
 Worked on Inbound, email supports Process for international business with a team size of 100-125
people.
 Work with the US & UK based sales team to understand market and client requirements
 The key liaison point for all issues & escalations from the client and pass on to the appropriate team
(Finance/ Operations/ Technical)
 Responsible for Leading coaching and developing staff of associates and Team Leaders to ensure
that operations are completed in accurate, timely and cost effective manner.
 Review statistical reporting to ensure that operations are being processed in a timely manner, keep
track record of all campaign, Identify and resolve trends and training issues
 Review Quality of individuals with the team
 Investigate all major discrepancies that occur as a result of operations error, give feedback to
associates and senior management ensure that all necessary training is being given to ensure
associates success
 Assess needs for training to enhance job performance of team members, coordinate with Training
department to schedule individual as well as group training sessions
 Escalate any issues/bottlenecks to the concerned person / right authority at Optimus
 Work with the finance team in raising invoice & communicate the sales details & issues to senior
management at Optimus
 Ensure that all reporting of statistical information is completed in a timely and accurate manner and
must develop a professional relationship with project managers, systems team, quality groups,
Transition managers as well as managers and work leaders in operations.

Sahara India Commercial Corporation Ltd. Jul 2002 to May 2004

Housing & Infrastructure division

Designation- Business Development Manager @ Executive Cadre

Job Description: The task involved Heading Pune Region to Control Sales and Administrative Activities
Independently with four Site Marketing heads reporting to the Regional office. Each site marketing head
leading a team of Four Marketing Staff and 4 – 5 Business Associates. It included co-ordinating with
Engineering and Project Management Dept. for on time completion of project, so as to maintain optimum
fund flow

 To Monitor the Financial Status of each individual project Related to Revenue Generation
 Managing Staffing Requirements and Job-Rotations
 Maintenance and Updation of Customer record and other legal documents relating to Land
Acquisition deeds and approvals of local administrative bodies
 Liasioning up with Financial Institutions for mortgage against loans for customers of Sahara states
& Sahara City Homes
 Monitoring customer care & Maintenance team to control smooth operations of Project activities
and Control Marketing Associates to achieve the Target Sales
 Appointing Business Associates and monitor sales activities to achieve targets for Pune Region
 Implementing New schemes and Sales Campaign to Promote Sales, Designing, Implementing the
 media plan accordingly
 Recognition, Motivation and personalised Need-Based Coaching
 Recruitment & Career Planning
 Devised Performance Management scorecard for frontline associates

ACADEMIC QUALIFICATIONS:

 Masters of Business Administration from Bharati Vidyapeeth’s Institute of Management and

Research, New Delhi affiliated to University of Pune. 1999- 2001 Specialisation- Marketing
Management
 Bachelor of Commerce (Sales Management) 1996-1999, University of Pune.

Personal Data

Father’s Name : Mr. S.K.Awasthi

Date of birth : 20th February 1979
Languages Known : English & Hindi
Marital Status : Married
Location preference : Willing to relocate

Friendly disposition; willing to travel extensively; will to learn, adjust and adapt to organizational needs.

Hobbies & Interests:

Listening to music, watching movies, playing with kids, cooking and regular exercise

Date: 1-Jan-14 (Ashish Awasthi)