Fasih Abbas M
About Fasih Abbas M
Fasih Abbas M is a Senior Director and Head of Merchant/Customer Success at Cashfree Payments, with a background in Business Administration from Madurai Kamaraj University. He has extensive experience in customer experience management across various companies, including Flipkart and PhonePe, and has contributed significantly to revenue growth and customer satisfaction in the fintech and e-commerce sectors.
Current Role at Cashfree Payments
Fasih Abbas M serves as the Senior Director & Head of Merchant/Customer Success at Cashfree Payments. He has been in this role since 2022, overseeing strategies that enhance merchant and customer experiences. His leadership has contributed to improving Google Review ratings for Cashfree from 3.6 to 4.0. He leads a team recognized for exceptional performance and collaborates with product and engineering teams to develop technology solutions aimed at cost reduction and efficiency enhancement.
Previous Experience at Cashfree Payments
Prior to his current position, Fasih held the role of Director & Head of Merchant/Customer Experience at Cashfree Payments from 2021 to 2022. During this time, he focused on optimizing customer interactions and enhancing overall service delivery. His contributions during this period laid the groundwork for his current leadership role.
Professional Background in Customer Experience
Fasih has extensive experience in customer experience management. He worked at PhonePe as the Head of Customer Service Inhouse from 2017 to 2019, where he established support systems that improved customer satisfaction. He then served as AVP & Head of Customer Experience for Global Cards at NiYO from 2019 to 2020, further refining his expertise in customer engagement strategies.
Education and Academic Background
Fasih completed his Bachelor’s Degree in Business Administration and Management at Madurai Kamaraj University from 1999 to 2002. He also attended St Germain High School from 1988 to 1996. His educational background has provided him with a solid foundation in business principles and management practices.
Achievements in Previous Roles
During his tenure at Flipkart Internet Pvt Ltd. from 2012 to 2017, Fasih achieved a significant increase in monthly business revenue from INR 3.4Cr to INR 61Cr while managing the assisted buying team. He also played a key role in establishing installation support, contributing to Flipkart's status as the largest store in India for selling large products daily. His efforts have been recognized in various forums, including moderating panel discussions at BFSI CX events and presenting at business management institutes across India.