ABHIJIT SAWANT

Dynamic Customer Success leader with a proven track record at Dream 11, driving revenue expansion and enhancing user experience through AI-driven automation. Expert in account strategy development and cross-departmental collaboration, I excel in optimizing customer engagement and fostering long-term relationships, ensuring exceptional service outcomes and satisfaction.

• Dream 11 (DreamSetGo)
• Transitioned and stabilized 15+ FTE equivalent processes, ensuring seamless delivery, SLA compliance, and operational continuity.
• Implemented automation initiatives delivering 10 FTE cost savings, driving efficiency, scalability, and OPEX optimization.
• Achieved record ₹1 Cr monthly turnover for DreamSetGo (11/25) through strong execution and operational alignment.
• Tech Mahindra Pvt. Limited
• Successfully transitioned 80+ FTE worth new process
• Attrition was at all-time low for the account
• Successfully EBIDTA was brought under control from -94% to -9% and is on an upward trend
• Mediserve Solutions Pvt. Limited (Access Healthcare)
• Successfully transitioned 60+ FTE worth new processes.
• Led end-to-end implementation of Quality SOP's and Framework
• Worked on optimum utilization of resources by introducing the skill set training
• Spearheaded the compliance audits for the process along with monthly billing and invoice closure

• Lean / Six Sigma - Green belt trained
• Project Management - Black Belt
• Business Process Enhancement
• Service Levels Enhancements
• Stakeholder Management
• Team Building & Leadership
• Operational Leadership
• Strategic Planning
• Delivery Management
• Operations Management
• Leadership

• Strategic and Self-driven professional with over 20 years of rich & extensive experience in Customer Success and Operations Management, U.S. and U.K. Customer Service / healthcare verticals, Project Management, AI & Automation, Vendor Management, Transition Management, Process Operations, People & Stakeholder Management & Risk Management
• Experienced in delivering repeated success in structuring high-performing staff, streamlining processes, and implementing supporting technology to reduce expenditures, boost productivity, and increase profits
• Leveraged extensive financial acumen to analyze, forecast and manage multi-million dollar budgets, identified key performance indicators, and drove strategies to improve performance & maximize profits
• Created a long-term vision for building a customer-centric service and support experience through multiple touch points
• Defined, negotiated & defined the effective utilization of resource in line with service specifications, led resource planning to plan the required resource in conjunction with business objectives and service level agreements
• Insightful professional with notable success in achieving business growth by identifying new opportunities and maximizing competitive strength for long-term success; expanded business & improved profitability of the company
• Developed continuous improvement strategy (to include work plan, metrics, desired outcomes), Talent management of the OE Team to include performance management & succession planning
• Strong experience in process transition, developing & streamlining processes through strategic initiatives
• Skilled in addressing organizational priorities and resolved escalations within prescribed TAT, thereby attaining client delight & high compliance
• Liaised with superior to make decisions for operational activities and set strategic goals; planned and monitor the day-to-day running of business to ensure smooth progress

• Mumbai
• Bengaluru
• Pune