Durgesh Sawant
Continuous Improvement Leader @EverBank
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WORK HISTORY
Continuous Improvement Leader @EverBank
Charlotte, NC, US
At EverBank, I lead contact center modernization efforts focused on reducing avoidable call volume, improving digital self-service, strengthening QA governance, and boosting agent productivity — all while keeping operations stable and regulator-ready.(~$5M+ value)My work lives at the intersection of call-driver analytics, website experience, and contact center operations. I partner closely with cross-functional stakeholders to fix the root causes of customer effort — not just manage the symptoms.Using Genesys AI capabilities to read and summarize support calls automatically significantly reduced manual note-taking time- Deployed across 100+ contact center associates; Built a strong, usable knowledge library by cleaning up content & aligning articles to real call scenarios- Mentored senior contact center SMEs to train the AI—refining intents, phrases, and guidance so the system improved over time- Drove adoption by positioning AI as a speed, accuracy, & consistency enablerSalesforce CRM enablement through smarter call drivers- Supported Salesforce CRM implementation by designing a rationalized call driver taxonomy. Simplified, fragmented & inconsistent call reasons into standardized drivers that agents could use easily- Enabling cleaner data capture, stronger reporting, and more reliable insightsWebsite modernization tied directly to contact center outcomes- Helped reposition the website as a service channel, not just a marketing site- End to End mapping on the Find a Form experience that identified high-impact website fix that made forms easier to locate and understand-Partner with CX and Analytics teams to analyze Qualtrics NPS and customer feedback, correlating survey insights with Genesys call drivers-Translate Voice of Customer insights into process improvement, digital fixes, and agent enablement actions, improving alignment between customer feedback and operational change.
EDUCATION
St. John's High School
High School Diploma, Mathematics and Statistics
Glasgow Caledonian University
MBA, Business Excellence & International Business
University of Mumbai
Bachelor of Commerce, Accounts
SKILLS
ABOUT DURGESH SAWANT
Durgesh is a results-driven financial services product/ continuous improvement transformation leader with 20+ years of experience leading complex large-scale business transformations for Fortune 500 companies. He has a proven ability to define target operating models, writing user stories, data mapping analysis, develop strategic roadmaps, and drive successful delivery execution across the project lifecycle. He is a problem solver with an ownership mindset and a working knowledge of core Lean Six Sigma and Agile transformation concepts. He possesses a strong consulting toolkit with expertise in establishing cross-functional programs, managing stakeholders at all levels & navigating complex organizational environments. With a disciplined persevering approach and ability to develop trusted people partnerships, he has translated strategic business objectives into simplified smart actionable plans to drive sustainable change management. His transformation impact stories have propelled multiple cost reduction initiatives, contributing to a seamless modernization of operations and achieving substantial efficiency gains with marquee clients across diverse verticals.Recently, he led the enablement of Genpact\'s top strategic \'AI First\' growth initiative in the role of Director - Chief of Staff. Acted as a sounding board, a thought provider and confidant to the exec. leadership. He provided hands-on support to the Global Data AI business leader that administered a massive GenAI pipeline exceeding $200M+ per annum. The role encompassed a combination of researching, benchmarking and analyzing data to enable making informed recommendations that steered success. With a proven track record as a transformation consultant, his expertise in Lean Six Sigma and process domain knowledge has been contributed in supporting CFO profitability initiatives, co-creating a multi-layered intelligent process automation COE\'s.The GTM & business units led partnership focused in his recent work has been pivotal, in scaling digital product offerings/ platforms as well fostering strategic alliances to stay on top of board directors market goals. He was instrumental to drive consistency in executive governance across business units by orchestrating GenAI learnings around product offerings wins with lead client partners, maintained a robust library of delivery proof points, GenAI embed in renewals, tech talent drive, keeping leaders honest on NorthStar focus. Strategic governance successfully steered a healthy pipeline to move the needle on bookings, revenue & margins.
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