Shah Hitesh

Light Microfinance Pvt. Ltd

Mar 2022 - Present • Current

Leading 40+ team members including 2 Assistant Managers across 5 states (Gujarat, Rajasthan, MP, UP, Uttarakhand). - Managing end-to-end collection operations and bucket-wise recovery strategies. - Driving ₹1Cr+ monthly recovery targets with strong portfolio performance control. - Monitoring KPIs: Collection Efficiency, Roll Rate, PTP %, Connect Ratio, Recovery %. - Managing vendors and external collection agencies ensuring compliance and productivity. - Conducting regular training, mentoring, and performance coaching sessions. - Preparing and presenting MTD, monthly, and quarterly MIS reports to senior leadership. - Identifying operational gaps and implementing process improvements.

Riddhi Corporate Services Ltd

Feb 2022 - Aug 2022 • 0.5 yrs

Managed 30 Virtual Service Managers supported by 2 TLs, 1 QA, and 1 Trainer. - Handled 15,000+ enterprise accounts across multiple locations. - Achieved ₹1Cr monthly pending billing target consistently. - Ensured SLA compliance, customer satisfaction, and churn reduction. - Strengthened reporting structure and performance monitoring systems.

Home Credit Finance India Pvt. Ltd

May 2018 - Jan 2022 • 3.7 yrs

Set up outbound tele-collection and telesales processes. - Monitored team KPIs, call targets, and productivity metrics. - Conducted daily team reviews (pre/mid/post-shift). - Coordinated with IT, HR, and Admin for operational setup (AHD Zone). - Managed client communication, performance analysis, and escalations. - Implemented process improvements to enhance recovery and sales performance.

Aegis BPO Service PVT LTD

Mar 2008 - Apr 2018 • 10.1 yrs

Managed team of 20+ Executives for the processes like Vodafone, Tata Docomo, & Zebpay. - Get KPI achieved from the team as per the process / client requirement. - Managing process core KPI likes SLA (Service Level Agreement), Quality Scores, C-Sat scores, Attrition, Shrinkage etc. - Team coaching, training, engagement to ensure their performance level. - Monthly & Quarterly process review with management - Set up Customer Service Operations, Activation Desks, and Retailer Helpdesks. - Prepared WFM reports and process documentation.

Page Point Service PVT LTD

Apr 2005 - Dec 2008 • 3.7 yrs

Managed Airtel retention and churn control processes. - Delivered real-time customer complaint resolution. - Achieved individual KPIs for call handling, retention, and service quality. - Supported team coordination and adherence to process standards.