Mohammed Harshad H

Managed 40+ merchant accounts as the primary point of contact for account health, compliance, and resolution of account disruptions across voice, email, and case channels. Drove customer retention and long-term revenue growth by leading structured account recovery workflows, diagnosing root causes, and coordinating internal teams to resolve issues while maintaining SLA adherence. Recovered ₹15M+ in weekly revenue, exceeding targets by 50%, and achieved 85%+ account reinstatement success by guiding corrective action plans, validating compliance documentation, and ensuring adherence to platform policies and regulatory requirements. Delivered weekly and monthly business reviews (WBR/MBR) to track KPIs, identify at-risk accounts, and implement proactive interventions to reduce repeat issues. Ensured zero major revenue disruption for high-value accounts during peak sale events through risk management, continuous KPI monitoring, and escalation handling.

Managed 40+ merchant accounts as the primary point of contact for account health, compliance, and issue resolution. Drove structured account recovery workflows to recover ₹15M+ weekly revenue and exceeded targets by 50%. Achieved 85%+ reinstatement success by guiding corrective action plans, validating compliance documentation, and ensuring adherence to platform policies and regulatory requirements. Delivered weekly/monthly business reviews (WBR/MBR) to track KPIs, identify at-risk accounts, and coordinate proactive interventions with cross-functional teams. Owned end-to-end escalation management across voice, email, and case channels while maintaining SLA adherence and ensuring zero major revenue disruption for high-value accounts during peak sale events.

Managed stakeholder coordination and operational workflows to ensure smooth service delivery and strong client relationships. Produced MIS reporting and dashboards to support KPI tracking, performance management, and business decision-making. Contributed to operational excellence through data analysis, structured reporting, and cross-functional coordination.