B. Irshad Ahamed has over 18 years of experience in customer service, collections, and retention management in the telecom industry. He has held several leadership roles at Vodafone South including Retention and Relations Head, Credit Head, Zonal Collection Head, and Deputy Manager of collections and billing operations. The document provides details on his responsibilities, achievements, and expertise in various roles in collection operations, customer service, risk management, and revenue generation.

1. B. Irshad Ahamed
E-mail: birshadahmed@yahoo.co.in
Mobile: 9884018121 / 9884818121 / 9884318121 / 044-26743206
LinkedIn: in.linkedin.com/in/birshadahamed
COLLECTION MANAGEMENT ~ CREDIT CONTROL ~ CUSTOMER SERVICE ~ RETENTION
Translating business vision and strategy into operational tactics; initiating & admistering business transformation and
productivity initiatives in a manner that systematically improves operational execution
Industry Preference: Telecom / Banking / NBFC / BPO
P R O F I L E S U M M A R Y
• A competent professional with over 18 years of experience in Customer Service, Collections & Retention Management
• In-depth understanding of collection operations inclusive of planning recovery from clients against pending / unpaid
bills after providing advice on the various payment options
• Proficient in following recovery management through monitoring of collection & recovery process thereby maximizing
revenue generation & minimizing irrecoverable debts
• Developed the risk management strategy; designed and held risk management workshops with senior management to
identify key risks and action plans; benchmarked risk disclosure against other leading companies
• Managed the function with responsibilities including credit control, economic & industry comparisons, business MIS and
reviews, strategic & annual planning
• Possess skills in team supervision and relationship management as well as excellent communication capabilities to cut
across the organizational levels and accomplish targets
• Enterprising leader with skills in leading motivated teams towards achievement of organizational goals and adherence
to industry best practices
A R E A S O F E X P E R T I S E
Collection Operations Customer Servicing Billing Operations
Retention Management Fraud Investigations Risk Management
Strategy Planning Recovery Management Revenue Generation
O R G A N I S A T I O N A L E X P E R I E N C E
Since Apr’06 with Vodafone South Ltd., Chennai as Retention & Relations Head
Growth Path / Deputations:
Mar’06 – Jun’08 Assistant Manager – Collections
Jun’08 – Apr’11 Deputy Manager – Collection Operations, Billing Operations & Refunds
Apr’11 – May’13 Zonal Collection Head – Chennai
Jun’13 – Jul’15 Credit Head – Chennai & ROTN
Aug’15 – Present Retention & Relations Head – Chennai & ROTN
Key Result Areas:
As Retention & Relations Head
• Achieving the subscriber retention targets & base management for the circle while reporting to the circle Customer
Service Head; generating circle revenue by controlling revenue churn for the circle through segmented approach in
retention programs
• Evaluating internal control systems / procedures, preparing audit reports with a view to highlight the shortcomings and
implement necessary recommendations
• Directing tele-calling & field operations for predictive, proactive and reactive retention
• Conducting training sessions for customer service representatives & providing regular update on the new policies to the
employees; driving relationship & customer connect programs for the circle in coordination with Zonal Customer
Service Leads & Relationship Managers
• Providing effective resolution to customer queries and improving relationships with the customer by anticipating
customer future requirements, thereby ensuring a positive customer experience
• Carrying out on-boarding of new subscribers through welcome call, First bill & Second Bill Calling processes
• Liaising with the front-line team & marketing teams for planning and implementing retention / win back tools
As Credit Head

2. • Reviewed potential fraudulent accounts for the prevention & detection of fraud, planned & accomplished goals with high
degree of accuracy
• Evaluated internal control systems and implemented necessary recommendations; executed credit policies, monitored
cash flow positions on daily basis and arranged proper collection mechanism to keep uncollectible at the lowest levels
• Managed activities involving credit verification, welcome visit (on-boarding), credit categorization, credit limit
assignment & profile segmentation of post-paid customers through on-line credit monitoring and dunning
• Conducted periodical review of credit limits and customer segmentation; managed the bill printing & delivery
operations for the entire post-paid customer segment
• Executed the termination of post-paid connection & security deposit refund as per TRAI mandate
• Carried out Billing Operations involving Bill Generation, Bill Printing and Bill delivery process for CHN & ROTN
• Planned & executed Green Bill promotion for Chennai & ROTN - a CSR and cost control initiative
As Zonal Collection Head
• Achieved collection targets through bucket managers supported by tele-calling & field agencies; maintained the flow
rates under control across different aging buckets to keep delinquency at desired levels
• Monitored & restricted the bad debts below budget
• Delivered retention targets for the zone through reduction of involuntary churn
As Deputy Manager – Pre Due Date Collection Process
• Supervised the entire gamut of pre-due-date process for Chennai and ROTN circles; reported to DGM - Head of Credit &
Collections (Chennai and ROTN)
• Led a team of 5 employees performing pre-bill audit in liaison with revenue assurance team
Highlights:
As Credit Head
• Increased gross activation from 30,000 to 40,000 by launching around 100 post-paid activation towns
• Reduction in bad debts of 0-6 months AON customers from 8% to 5%
• Directed the Go Green Project for the circle & led Chennai to 1st
position in Green Bill across India with more than 75% of
customers on paper-less bills
• Managed the bill payment accounting for 10 Lakhs customers of Tamil Nadu amounting to INR 60 Crores per month
• Pivotal in bringing the circle from 12th
position to 2nd
in National Credit KPI Ranking for 2 consecutive years
• Decreased rejects by 20% through training & development
As Zonal Collection Head
• Achieved 1st
rank amongst Tamil Nadu zones on C&C parameters for the year 2011-12
As Deputy Manager
• Completed account reconciliation of more than INR 250 million in a month received through various payment channels
into customer account
• Created awareness of various payment modes (direct debit, kiosks, electronic and so on) and motivated voluntary
payments (before due-date) without agency follow-up
• Reduced involuntary churn by increasing pre due-date collections from 70% to 76%
• Managed bill printing & bill delivery of more than 4 Lakh customers a month; reduced the bill-printing time from 3 days
to less than a day and promoted green-bills which saved INR 4 lakhs per month
• Initiated permanent deactivation of service & refund of deposit as per TRAI regulations
As Assistant Manager
• Achieved live bucket collections (0-60 days) accounting to 95% of the location’s total collections; increased the location
collection from 90-94% to 100% by improving 0-60 bucket performance through allocation & review process
• Grew 0-30 collections to 92% and on-due-date collections to 70% by allocating customers to agencies after analysis of
payment history and increasing focus on non-payers
• Increased 30-60 collection rate by capturing alternate contact details and enabling same agency to manage customers in
0-30 & 30-60 buckets
P R E V I O U S E X P E R I E N C E
Feb’05 – Mar’06 with GE Money, Chennai as Assistant Manager – Collections
Highlights:
• Single-handedly managed the collections across Chennai in Personal/Product/Auto Loans for second bucket (30-60
days) and supervised 5 ACAs; consistently overachieved collection targets in terms of flow restriction, customer rollback
and penal collection

3. • Merit of being selected among 6 officials from across the country for Collections Top Gun Academy – in recognition of
collections performance and management skills
Jan’01 – Feb’05 with Bharti Cellular Ltd. (Airtel), Chennai as Senior Executive
Growth Path / Deputations:
Jan’01 – Mar’03 Executive – Service Provisioning
Apr’03 – Feb’05 Senior Executive – Collections
Highlights:
• Successfully improved collection levels by converting query resolution process with a customer care approach and by
developing a separate tele-team for query resolution
• Achieved month-on-month collection of 100%; effected a dramatic increase of over 50% in agency performance
• Received Airtel Star Award 4 times for making 100% collection while ensuring reduced customer churn
Feb’98 – Jan’01 with DSS Mobile Communications Ltd. (Mobilink), Chennai as Customer Care Counselor
C E R T I F I C A T I O N
• Certified Green Belt for heading a 6 months Fast Forward Project
P R O J E C T S
Project Title: Fast Forward Project
Organisation: Vodafone South Ltd., Chennai
Duration: 6 months
Highlight:
• Adopted Lean & Six Sigma Methodologies with an estimated business benefit of INR 18 Crores per annum
Project Title: Quality Project
Organisation: Vodafone South Ltd., Chennai
Duration: 5 months
Highlight:
• Initiated a function on Quality in the department for training & development
• Nominated for establishing quality & process adherence in Chennai circle
A C A D E M I C D E T A I L S
• Post-Graduation Diploma in Business Administration from Symbiosis Centre for Distance Learning in 2008
• Post-Graduation Diploma in Human Resource Management from Pondicherry University in 2003
• B.Com. from University of Madras in 1996
Date of Birth: 20th
June 1976
Languages Known: Tamil, English and Hindi
Address: 10/2, Vasantha Garden, 1st
Street, Ayanavaram, Chennai – 600023