Sarfaraz Kureshi

Background

About Sarfaraz Kureshi

Dynamic and results-driven operations leader with over 15 years of progressive experience across global giants like Amazon, Tangoe, OLA, WNS, Myntra and Hutchison 3 Global Services. Proven expertise in Service Delivery, Customer Relationship Management (CRM), Customer Satisfaction, Contact Center Management, People Management, Performance Management, Escalation Management, Compliance, Risk Management, Quality Assurance, Process Improvement and Project Management across industries such as e-commerce, telecom, insurance and shared services.Demonstrated success in driving large-scale automation, leading cross-functional teams and managing end-to-end operations that delivered multimillion-dollar savings and significant efficiency gains. Adept at implementing Lean and Six Sigma principles, fostering high-performing teams, and aligning operational strategy with business goals.Career highlights include:• Designing a machine learning-based review mechanism at Amazon that delivered 5× output and saved ~65 FTEs annually.• Leading service delivery for 64 clients at Tangoe, contributing to a $50M revenue increase and saving $200K/month through debt recovery initiatives.• Driving CSAT improvement from 76% to 89% and reducing repeat contacts at OLA by embedding a culture of “First Time Right.”Currently pursuing advanced education in Corporate & Strategic Management (IIM Visakhapatnam), complemented by certifications in Data Analytics (IBM) and Digital Marketing. A strategic thinker with hands-on leadership, passionate about transforming business processes and building scalable, people-first solutions.