Amit Agrawal

About Amit Agrawal

With over 25 years of experience in /, & , at Vodafone Idea Ltd.(VIL), I have excelled in enhancing customer experiences, driving revenue growth, and leading strategic operations. Renowned for exceptional customer retention abilities and operational efficiency, I have spearheaded digital transformation efforts and managed significant mergers. My leadership has resulted in elevated customer satisfaction and loyalty, revenue optimization, and reductions in customer churn. Additionally, I have led many transformative projects such as deploying/migrating key IT systems like Billing and CRM systems (CABS, BSCS), NSMS systems etc, and Aadhar Linking Project in Kolkata/West Bengal, achieving industry benchmarks. My strategic partnerships and stakeholder management skills have facilitated seamless integration during mergers and transitions.Throughout my tenure at Vodafone Idea Ltd, I have efficiently managed operations and customer experience for over 20 million users. From overseeing contact centre operations to optimizing retail store models, I have consistently delivered operational excellence. My strategic leadership approach, coupled with a focus on data-driven decision-making and team development, has driven continuous improvement. Leveraging my experience in regulatory compliance and fraud management, I have ensured adherence to industry standards. Recognized for achievements, including nominations for prestigious awards, I am committed to driving organizational success and delivering exceptional customer experiences.

Experience

1. Vice President Customer Service

   Vodafone Idea Limited

   Sep 2018 — Present · Pune, IN

   As a seasoned leader, I spearheaded dynamic initiatives aimed at elevating customer satisfaction and Net Promoter Scores (NPS) within both prepaid & postpaid segments. Through strategic planning and innovative operational strategies, I successfully boosted engagement and profitability across the organization. My role involved optimizing customer service channels and retail operations, implementing cutting-edge technologies, and fostering a culture of continuous improvement. Additionally, led a diverse team of over 800 professionals, providing guidance & support to drive operational excellence & deliver exceptional service to our customers.Within my role, I took charge of comprehensive budget planning and ensured strict adherence to regulatory standards while effectively managing credit and fraud risks. By leveraging my expertise in financial management and industry regulations, I played a pivotal role in maintaining compliance & safeguarding the organization\'s financial integrity. Moreover, I directed retail store operations with a keen focus on strategic planning and customer experience enhancement. This involved overseeing both company-owned & franchise outlets, implementing innovative solutions to drive profitability, & optimizing customer service delivery. Significant Achievements:• Successfully orchestrated the inaugural deployment of the NSMS system in Gujarat, setting a precedent for a nationwide rollout and achieving the lowest bad debts nationwide.• Led digital transformation efforts, managing millions of customer interactions via various digital channels and transitioning 65% of customer interactions to digital platforms, significantly enhancing customer engagement and satisfaction.• Pioneered a novel retail store model in Bihar, resulting in the rollout of over 500 stores & a 15% revenue increase, while also achieving significant improvements in churn and customer satisfaction metrics.

Education

• Gulbarga University

  Bachelor's Degree, Mechanical Engineering

  1992 — 1996

• ICFAI Business School, Pune

  PGDBA, Business Administration and Management

  1996 — 1998