Harsha Murthy Flmi, Copc, Certified Thomaspractitioner Email & Phone Number

Bangalore Urban, Karnataka, India

Process Audit, ML, Coaching & Team Management (500), Process Re-Design, Cost Optimization

Bengaluru, Karnataka, India

Vasutti, meaning Enrichment in Sanskrit, is a boutique consultancy of experts with rich, diverse, and cumulative leadership experience of 180 years in the Service Sector.We partner with & guide our Clients to re-imagine their Service strategy, differentiate their offerings, deliver Operational Excellence & thereby enhance their Growth and ProfitabilityUsing Customer in-sighting and data, we enable Change Management, Business Transformation, and DigitizationOur Vision: Partnering with Customers to bring in Growth, Profitability & Turnaround their Business through Operational ExcellenceOur Values: Integrity|Innovation|Collaboration|Simplicity|DigitalVasutti’s 7 Step approach harnesses and continuously pushes boundaries of today’s processes & business models and synthesizes a blend of People, Process & Technology to help Clients rewire their Organizations with a new, more connected approach and create hyper relevant Customer Experiences, heightens collaboration among both internal groups and external partners to drive successful and sustainable growth.

Customer Experience, Quality Management & Process Improvement, VOC, Best Practices Sharing & Replication, Collaborate with Business Partners & Vendors on Defect Reduction & Performance Improvement, Leverage Speech Analytics & Machine Learning to drive continuous improvement.

Mumbai Area, India

Overseeing Quality Nationally with Vodafone India spanning : Touchpoint Net Promoter Score (TNPS), Process Re-Engg. & Blueprinting, Audits & Assurance, Six Sigma & Lean and Change Management. Also includes : Service & Transaction Quality for all Customer Touch-points - Call Center, Back Office, Digital, Retail. Entails diagnostics of Customer Journeys, Breakpoints and leveraging analytics for insights on a pan-India basis, to boost Customer Experience. Represented Vodafone India at CII LEAN National Competition, May 2017 at Bangalore, aimed at showcasing exemplary practices in the realm of LEAN/Business Excellence. We were ranked second in the Service Category among all organizations. Received BSE SKOCH Order-of-Merit award for our initiative shared at Delhi. Represented Vodafone India and awarded for best practice in mobility at ET Telecom Summit in March 2017.

Chennai Area, India

Heading Customer Service at Tamil Nadu Circle, one of Vodafone's largest operations in India. Responsibilities included : Contact Center Management including Trade & Consumer Helpline, Retention & Upsell, Back end systems initiatives & UAT, Customer Satisfaction, On-boarding & Life Cycle Management,Training, Quality. Worked closely with multiple partner organizations to bring about a consistent & cohesive approach on Customer Experience, positively impacting - Net Promoter Score, Trade Sat, Employee Engagement.

Led Customer Service & Retention with CanaraHSBC Life, including management of contact center, complaints management, policyowner servicing & persistency cum retention.

I oversaw customer retention, renewals & lapse recovery for Max NewYork Life Insurance pan-India. Key focus areas included - renewal communication management, persistency, driving collections, outsourcing management, launch of communication campaigns targeted at customer convenience and expansion of convenient payment options. Leveraged Analytics to launch targeted campaigns to drive down costs and boost retention.MNYL's persistency expanded significantly in 2009 and renewal income saw an outperformance versus business plan.

Leading a team and overseeing a clutch of areas spanning - Quality Assurance, Transaction monitoring & analysis, Process analytics and Procurement processes offshoring. Successfully migrated several processes from Procurement area of The World Bank to Chennai including transaction processing in SAP, budget monitoring & analysis, design/analysis & rollout of C-Sat surveys for Bank's internal customers, service desk support and MIS/Reports. Our ability to constantly deliver led to a full fledged team being set-up at Chennai from a small pilot initiative. As part of process analytics, I lead a 4 member team on a four week on-site project for MIGA (Multilateral Investment Guarantee Agency) on process streamlining across budgets, procurement, travel & leave management systems, which received accolades for its rigor and in-depth assessment.

Heading Quality & Knowledge Management for Southern region of basic telephony services for Airtel and reporting to the CEO. Joined the organization when it was a start-up and set up the Process architecture and Quality platform. Launched six sigma and lead managed several Quality Improvement Projects(QIP) aimed at - billing error reduction, fault reduction and mean time to repair (MTTR), faster activation, churn management. Our project received the President's award in 2003. During my stint, I was recipient of Chairman's award for Exceptional Contribution (EC) for two consecutive years.

A leading organization in the area of Quality Management & Benchmarking, IQL had alliances with some marquee names in the Quality arena including Philip Crosby Associates, Juran Institute, Dr. Robert Camp's Benchmarking Institute.Worked extensively in the Quality Management & Customer Satisfaction arena, especially in the mobility space with leading Indian telecom operators. This included - process analysis & re-engineering, benchmarking and customer satisfaction assessment. All core customer facing processes - Activation, Billing, Churn Management, Collections Management and Customer Services were scoped. Our work on process improvement led to a 200% rise in C-Sat over a nine month period with a leading telecom operator in one of their circles.

Pgdm, General Management

Education record