Bhawna Saini

Operations Associate

Gurugram, Haryana, India7 yrs 4 mos experience

AI Enabled

Key Highlights

Improved CSAT by 80% through innovative strategies.
Designed logistics workflows, enhancing delivery efficiency.
Led cross-functional teams to optimize customer experience.

Stackforce AI infers this person is a Customer Experience and Operations Specialist with a focus on logistics and process optimization.

Contact

Skills

Core Skills

Customer Experience ManagementData AnalysisCustomer Experience DesignStakeholder Management

Other Skills

Microsoft OfficeFlow ChartsCustomer InteractionCustomer Service OperationsCustomer Follow-UpE-CommerceCustomer MarketingConflict ResolutionAnalytical SkillsVendor ManagementData ManagementCompensationService RecoveryVendor CoordinationComplaint Management

About

Sparsa Digital Pvt. Ltd. focuses on enhancing customer experience through innovative processes and strategies. Collaborating across teams, the organization has optimized workflows and reduced customer escalations while improving CSAT by 80%. Proactive escalation management and data-driven solutions have significantly improved resolution times and first-time resolution rates. With a Psychology degree from Indira Gandhi National Open University, the focus remains on client-centric approaches, leveraging insights to design impactful experiences. Skilled in customer experience design and strategic process improvements, the aim is to continuously elevate satisfaction and operational efficiency.

Experience

7 yrs 4 mos

Total Experience

1 yr 3 mos

Average Tenure

10 mos

Current Experience

Spinny

Assistant Manager

Jul 2025 – Present · 10 mos · Gurugram · On-site

Microsoft OfficeData AnalysisFlow ChartsCustomer InteractionCustomer Experience ManagementCustomer Service Operations+2

Sparsa digital pvt. ltd.

Program Manager

Oct 2024 – Jun 2025 · 8 mos · Gurugram, Haryana, India · On-site

1. Leading multiple logistics and customer experience programs across regional and central teams.
2. Designed and implemented logistics workflows, improving home delivery TAT by 28%.
3. Launched pan-India initiatives for SLA tracking, issue reduction, and cost optimization.
4. Built and managed a project charter for strategic operational rollouts across multiple verticals.
5. Collaborated with product and tech teams to implement escalations dashboard and delivery tracking modules.

Customer MarketingCustomer Experience DesignConflict ResolutionAnalytical SkillsMicrosoft OfficeStakeholder Management+1

Globiva

Manager

Sep 2024 – Oct 2024 · 1 mo

Leading call center, ORM, chats, and escalations teams consisting of 130
members.
Monitoring the operations of systems and ongoing projects to identify
areas for improvement.
Vendor Management.
Managing the department budget.
Data analysis for NPS, CSAT, and flow management.
Program Management.

Cars24

2 roles

Assistant Program Manager

Jun 2024 – Sep 2024 · 3 mos · Gurugram, Haryana, India · On-site

1. Spearheaded CX improvement across delivery and inspection operations.
2. Designed SOPs for cross-city logistics execution, reducing SLA breaches by 25%.
3. Created dashboards for SLA, TAT, and issue classification, improving decision-making.
4. Managed VOC programs and feedback loops, resulting in 18% improvement in NPS.
5. Coordinated with Product & Tech for feature rollouts including real-time inspection status and digital RC tracking.

Flow ChartsStakeholder ManagementData ManagementCompensationVendor ManagementService Recovery+3