Farhat Shaikh
Mumbai,MH
Summary
Results-oriented Senior Vice President with over 22 years of experience in creating strategic alliances with organizational leaders to support initiatives. Skilled in building and retaining high-performing teams, increasing revenues, and streamlining workflow through effective planning, people management, negotiation, and leadership. Capable of executing projects within defined timeframes and achieving set objectives. Key strengths include devising competitive selling strategies, managing customer-centric operations for high satisfaction levels, delivering service quality within timelines, and working independently with minimal supervision.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Vice President – Merchant Experience
Mswipe Technologies Private Ltd
10.2020 - Current
- Customer Experience Leadership: Spearheaded merchant support strategy, ensuring superior service delivery, prompt issue resolution, and best-in-class Net Promoter Scores (NPS).
- Strategic Planning: Designed and executed service models to enhance merchant lifecycle management, improve first-call resolution (FCR) rates, and optimize service workflows.
- Retention and MAU Growth: Developed initiatives to drive merchant retention, reduce churn, and achieve consistent monthly active user (MAU) growth.
- Team Leadership: Led a multi-tiered support team (Agents, TLs, Managers, Regional Heads), ensuring performance excellence, continuous training, and leadership development.
- Operational Excellence: Established SOPs, SLAs, and KPIs for all levels to maintain service quality, efficiency, and regulatory compliance.
- Cross-Functional Collaboration: Worked closely with Product, Tech, Marketing, Risk, and Operations teams to resolve systemic issues and enhance merchant engagement.
- Escalation Management: Set up structured escalation processes ensuring 100% resolution of critical merchant issues within TAT (Turn Around Time).
- Automation and Technology Enablement: Championed CRM integrations, AI/ML-driven sentiment analysis tools, and self-service portals to enhance merchant service delivery and reduce manual dependencies.
- Analytics and Reporting: Implemented a robust governance framework for real-time service reporting, monthly business reviews (MBRs), and continuous process improvement based on data insights.
- Compliance and Risk Management: Ensured adherence to regulatory requirements, internal policies, and merchant protection norms across all service interactions.
- Strategic Partnerships: Built strategic alliances to enhance service offerings, loyalty programs, and merchant satisfaction.
- P&L Ownership: Managed budgets for customer support operations, optimized cost-to-serve, and delivered sustainable profitability for the service division.
- Led end-to-end merchant support strategy driving MAU growth, merchant retention, and service excellence.
- Built high-performing teams across agents, TLs, and managers with focus on quality, productivity, and compliance.
- Spearheaded automation initiatives (CRM, AI sentiment analysis) to optimize merchant experience and reduce churn.
- Established SOPs, escalation frameworks, and performance governance across service operations.
- Drove cross-functional collaboration with Product, Tech, Risk, and Operations for continuous merchant lifecycle improvement.
Associate Vice President
Bhanix Finance & Investment Limited
12.2017 - 10.2020
- Managed PAN India customer support via emails, social media platforms, and online reviews for NBFC.
- Monitored SLAs for escalation matrix and reviewed service quality.
- Identified gaps and recommended improvements in customer support training.
- Headed grievance redressal, defining policies per RBI regulations.
- Liaised with RBI and other regulatory bodies for customer grievances.
- Led campaigns to promote personal loans and revenue generation.
Retail Area Manager
Reliance Communications Ltd
08.2015 - 11.2017
- Managed retail operations, ensuring efficiency and customer satisfaction.
- Trained employees on sales strategies and customer service excellence.
- Exceeded sales goals and introduced new procedures for business growth.
Retail Store Manager
Bharti Airtel Limited
09.2014 - 08.2015
- Supervised store operations, staff management, and customer experience.
- Implemented initiatives to boost walk-ins and overall sales.
Assistant Manager
Loop Mobile India Ltd
04.2008 - 09.2014
- Strengthened operational efficiency and enhanced team productivity.
- Achieved recognition for driving store success and revenue growth.
Customer Relations Manager
Bhavana Televentures
07.2006 - 04.2008
- Managed daily operations and ensured high customer satisfaction.
- Handled escalations and provided prompt resolutions.
Sales Team Manager
My Finance Pvt. Ltd
06.2004 - 07.2006
- Led sales operations for American Express Bank credit cards.
- Optimized customer acquisition strategies.
Collection Executive
Malhir Tele India Pvt. Ltd
07.2003 - 05.2004
- Managed credit card collections and dispute settlements.
- Ensured compliance with collection targets and legal frameworks.
Education
Bachelor of Commerce - undefined
University of Mumbai
01.2003
Skills
- Customer Service & Experience Management
- Team Management & Leadership
- Process Improvement & Strategy Development
- Grievance Handling & Regulatory Compliance
- Business Growth & Revenue Generation
Certification
- Experienced in regulatory compliance with RBI grievance redressal policies.
- Strong background in customer experience strategies and escalation management.
- Adept at business development and revenue optimization.
Timeline
Senior Vice President – Merchant Experience
Mswipe Technologies Private Ltd
10.2020 - Current
Associate Vice President
Bhanix Finance & Investment Limited
12.2017 - 10.2020
Retail Area Manager
Reliance Communications Ltd
08.2015 - 11.2017
Retail Store Manager
Bharti Airtel Limited
09.2014 - 08.2015
Assistant Manager
Loop Mobile India Ltd
04.2008 - 09.2014
Customer Relations Manager
Bhavana Televentures
07.2006 - 04.2008
Sales Team Manager
My Finance Pvt. Ltd
06.2004 - 07.2006
Collection Executive
Malhir Tele India Pvt. Ltd
07.2003 - 05.2004
Bachelor of Commerce - undefined
University of Mumbai
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