SARFARAZ MERCHANT

Dynamic AVP at Accenture with expertise in operational efficiency and customer experience enhancement. Led a team of over 700 advisors, achieving substantial cost reductions and improved service delivery metrics. Recognized for strategic planning and collaboration, consistently delivering impactful results.

• English
• Hindi
• Gujarati
• Marathi

Date of Birth: 05/06/77

A result-oriented professional offering over 17 years of experience in Sales & Marketing, Channel Management, Brand Management, Client Relationship Management and Training & Development. Devised strategies in coordination with the senior management and drove project by setting up the entire governance structure to augment margin on key accounts and reduce churn. Added value to the efforts of the organization and drove organizational objectives by successfully implementing process flow and enhanced systems through various improvement projects to increase CSAT/NPS and reduce churn. Awarded thrice with International Trips Greece, Germany & Switzerland and Italy for outstanding performance on Commercials & Customer Experience. Successfully managed Inbound & Outbound voice queues and Web Chat teams with Hands-on experience on the Outbound Dialer & Bold Chat platform. Rich experience in managing budgets, business continuity plan, business transformation, business process reengineering, continuous process improvement and implementing best practices across process operations within global delivery frameworks. Excellent People Manager with strong skills in Leading a team of over 250-300 FTEs to manage Operations. Added value to the efforts of the organization and drove organizational objectives by successfully implementing process flow and enhanced systems. Hands-on experience in setting up & rolling out Projects & Trials Teams in retention environment, overachieving expectations and exceeding all set goals by enduring customer relationships.

• Successfully transitioned the voice team of 250 FTEs and delivered exceptional results, which led to a ramp-up of 800+ FTEs
• Top 10 on the vendor stack ranking within the first 4 months of inception
• Successfully transitioned the deployment of multiple tracks within the LOB
• Client SPOC for adding value (commercials) on calls, resulting in additional revenue generation
• Managed the Stop the Losses campaign and the Cancellation expansion, incremental churn save of 9K per month
• Managed efficiencies for 1,000 FTEs in retention
• Successfully managed the Evolve BQ project with a throughput of 80%
• Delivered a positive NPS in the Cancellation (Churn) Team for the first time since inception
• Client SPOC for additional KPIs for insurance and Xsell, incremental sales QoQ
• Managed the proactive campaign project of 200 FTEs on OB and IB to mitigate the base at-risk customers and manage churn
• Transitioned the Super Agent project of 100 FTEs (blend of calls and messaging)
• Pioneered the Retention One-Stop Shop
• Transitioned the multiskilled team (blend of retention and sales queue)
• Awarded the Best CCM on four occasions, TOM on 6 occasions and delivered a Gallup score of 4.55 for two consecutive years
• Awarded the Best DNA award, ValYou, Accenture Core Values, Celebrate Green, and 2 Best Manager awards for the year