1. M. HARIKUMAR
Present Address: Vishwendra Apartment, Sy. No. 7/3, Door No. 106, Block ‘B’, J P Nagar 8th
Phase, Bangalore
Permanent Address: New No. 3, Old No. 6, 3rd
Street, Kesari Nagar, Adambakkam, Chennai – 600088
E-Mail: mharikumar2@gmail.com / Contact No.: +91 9840115062
PROFILE SYNOPSIS
An astute professional with over 2 decades of extensive experience in Business
Operations, Business Development, Facility Management, Collections
Management and Customer Relationship Management. Currently associated
with Handiman Service Ltd. – Bangalore as Head (Operations); currently
managing business worth 36 Crore with 2900 workers & 45 employees, responsible
for Housekeeping, Security and One Time Job services. Strong acumen in
spearheading the business operations with key focus on overall business
profitability by ensuring optimal utilization of resources. Exposure in devising and
implementing strategies aimed at enhancing organizational efficiency and
ensuring completion of planned tasks within specified timelines and budgets.
Expertise in technological knowledge that drives territorial revenue growth and
increases market penetration through effective business planning, relationship
building and training. Adept at establishing & developing relationships with key
clients & decision-makers for revenue generation and enhancements. An
enterprising leader with abilities in leading multi-skilled motivated teams to
achieve organisational goals by the use of the industry best practices.
NOTABLE ACCOMPLISHMENTS
At Handiman Service Ltd. – Bangalore:
√ Essayed a key role in significantly reducing the Revenue Loss from 12 Lakhs to 3.25 Lakhs; successfully maintained
consistency on reduction in revenue loss.
√ Instrumental in bringing Termination of Contract to less than 1 percent.
√ Contributed significantly in efficiently improving the monthly Collection from 53% to 80%.
√ Pivotal in generating revenue of around 1.27 Crores, through Renewal.
√ Successfully implemented Customer Service Excellence function into operation.
At Bharti Airtel Limited- Chennai:
√ Successfully improved 0-30 bucket from 28% to 55% in a span of just one year.
√ Significantly reduced the Bad Debt from 8% to 1 % with a period of mere one year.
√ Achieved Churn of less than 0.03% during the FY 2012-2013.
At Reliance Communications – Chennai:
√ Holds the merit of achieving 101% collections in the month of Feb’11.
√ Efficiently reached at 0.25% against AOP target of 0.30%.
At ICICI Bank Limited – Bangalore:
√ Distinction of receiving the “Best Area Debt Manager Award” in the year 2008 - 2009.
√ Instrumental in reducing the First Bounce Delinquency from 50% to 15% through Awareness Calling to new customers.
√ Achieved Bkt 0 resolution from 0 to 45% in Bangalore with non-contactable customers through field visit.
At Bharti Airtel Limited- Chennai:
√ Got recognised with the “Best Centre Manager Award” in the year 2004-2005.
√ Received “Star Award” as got nominated as the Best Customer Service Manager.
√ Contributed significantly in enhancing retention from 2.2% to 4% and collections from 40% to 95%.
√ Successfully handled HNI Customer (Retention & Collection).
DOMAIN SKILLS
- Operations Management
- Service Delivery
- Collections Management
- Customer Service
Management
- Facility Management
- Channel Development
-Agency Management
- Personnel Management
- Strategic Planning
- Revenue Enhancements
2. CAREER CONTOUR
Since Apr 2014 Handiman Service Ltd. – Bangalore Head – Operations
Key Deliverables:
√ Accountable for Profit & Loss for the organisation; leading and managing various key business functions including
Revenue Generation, Retention, Collection, Renewal, etc.
√ Identifying and developing new streams for long term revenue growth & managing overhead costs and model mix to
increase profitability.
√ Conducting competitor analysis by keeping abreast of market trends and competitor moves to achieve market share
metrics.
Aug 2013 to Apr 2014 Interwood Kitchens Pvt. Ltd. - Bangalore Head - Operations
Key Deliverables:
√ Managed Marketing and Operations functions for Interwood Modular Kitchen.
√ Handled Projects, Dealership Networks and After Sales Services.
√ Successfully appointed Dealer in Delhi & Mysore.
Nov 2011 to Jul 2013 Bharti Airtel Limited- Chennai Manager Service Operation - TNK
Key Deliverables:
√ Carried out various functions related to Corporate Customer Service – TNK.
√ Responsible for Collection, Billing – Pre Bill Verification, Bill Delivery in given TAT, etc.
√ Managed Bad Debts & Retention and ensured cordial relationship with internal and external customers.
Dec 2010 to Nov 2011 Reliance Communications - Chennai CWG Collection Lead - TN
Key Deliverables
√ Handled Reporting to the CWG Customers Service and Collection Head – TN.
√ Responsible for Collections & Bad Debt; handed Service and Retention of A&B Category Customer.
√ Managed FST Collections along with Sales Co-ordination.
Aug 2006 to Dec 2010 ICICI Bank Limited - Bangalore Area Debt Manager
Key Deliverables:
√ Handled Early & Bucket 1 Collections for Two wheelers.
√ Ensured expansion of network through appointment of new collection agencies across Karnataka.
√ Managed 540+ Credit Card Collections; efficiently managed Tele-calling Collections
Jan 2001 to Aug 2006 Bharti Airtel Limited- Chennai Centre Manager
Key Deliverables
√ Successfully managed all activities pertaining to customer relationship management in the Retail and SME segment
through customer life cycle management and managed customer services.
√ Stellar in raising level of Active Collections and Value Added services in the Retails and SME Segment.
√ Substantially enhanced customer services in the Airtel Relationship centres and training the Aortal Relationship Centre
staff.
PRECEDING ASSIGNMENTS
Jan 1996 to Jan 2001 with Lawrence & Mayo Pvt. Ltd., Chennai as Show room In-charge
Jul 1995 to Dec 1996 with OM Sindhoori Capital Investment Pvt. Ltd., Apollo Groups, Chennai as Executive
May 1993 to Jul 1995 with Conscience Consultant Pvt. Ltd. as Executive
ACADEMIC CREDENTIALS
MBA (International Business) Annamalai University Pursuing
Diploma in Computer Applications Oracle, Java, APTECH 1995
B.Sc. (Mathematics) S.I.V.E.T College, Chennai University 1993
