NIHAR MAMTURA

• Accountable for Cyberjaya Site and Operations across multiple locations
• Managing team size of ~1500+ staff across multiple sites and ASEAN region
• Part of key leadership team working on new deals / RFPs for Malaysia
• P&L of ~$25 M
• Managing diverse mix of clients / industries (ASEAN & Global)
• Responsible to drive organic growth & support sales for new logos
• Staff Engagement, Retention & Growth

Key Achievements

• Achieved growth in 80% of existing clients in 2022
• Delivered 20% revenue over budget
• Managed Staff retention at >55%
• Client Satisfaction & Innovation Ratings of >9 for 2022
• RPA & Tools introduced for several clients driving down cost to serve

Responsible for Client Services, Acct Mgmt & Service Delivery of key Global Account in APAC.

Leading Transformation initiatives to support clients drive for Contact reduction, faster resolution & improved Customer Experience

Responsible for new business solutions in the region

Key Achievements:

• Turned around service delivery performance of KL operations.
• Transformed to #1 Site for 3 years
• Successfully led migration of 400 FTE work from competitor to CNX India sites between Feb & June’18

• Headed site with 800+ production seats, 1400+ employees
• Annual revenue $25 Million
• Delivered seamless growth from 700 to 1300 heads between 2013 to 2015
• Achieved Revenue growth from $14m to $25m (2013 to 2015)
• Clients across Healthcare, Telecom & Technology verticals
• Led Customer Experience (NPS) turnaround of large Telecom account (650+ heads). Achieved 250% improvement YoY - 15% to 40%
• Transformation - provided key insights for telecom client to reduce Pre-Paid calls by over 30% (2015 v/s 2014)
• Top quartile rank within CVG globally for 2016 on SLA performance (>100 sites)
• Transitioned new accounts in Tech & Customer Service areas (up to 400 heads)
  

• Service Delivery Leader for 2000 FTE operation (Voice, Chat & Email) spread across 6 cities in India & The Philippines (Chennai, Mumbai, Vizag, Cochin, Davao, Carmona)
• Worked closely with the client team to improve customer retention by 50% & Chat NPS to 60%+
• Managed Capacity Planning for this 2000+ HC operation
• Gained critical exposure in managing large remote teams

• Led Mobility business (Mumbai 2005-2008) & subsequently Gurgaon (end 2008-2010) operations of an Australian telecom account
• Part of launch team that grew account from 0-1400 agents over 3 years
• Inherited & led a turnaround of an extremely damaged client relationship in Gurgaon. Account was retained - 400 HC , $8M annual revenue & won additional 100 HC work
• Strong client advocacy as recognition for consistent performance and GGN turn around

• Led collections programs for leading Credit Card companies
• Consistently exceeded key collection KPIs (Kept rate & kept dollars / pounds)
• As SDL, took charge of an under performing program which was on "Termination Notice". Turned around performance of key metric "Pay by Phone" within 30 days of taking charge (-30% of goal to 100% of goal). The program progressively achieved better results & attained >150% of goal within 6 months

10 year stint in the Hotel Industry where I started as a Restaurant Supervisor and grew to manage multiple roles in F&B Department.