Preeti Bindra — CEO

Results-driven professional with more than 15 years of extensive experience in the fields of customer Experience committed to driving process excellence, fostering a culture of continuous improvement, and contributing selflessly to the success of the teams I lead. My leadership style is characterized by ethical decision-making, a passion for driving positive change, and a relentless commitment to executing plans with precision. Known for my exceptional problem-solving skills, I excel in resolving employee issues and performance challenges, providing targeted development opportunities, and analyzing and defining business processes for continuous improvement. My track record includes successfully implementing solutions that elevate team performance and contribute to overall business success. I thrive on initiating innovation, building and nurturing top-tier talent, and executing meticulously planned strategies. With a proven ability to influence change, I am well-versed in aligning business objectives with practical solutions that drive success. Let's connect to explore how my expertise can contribute to your organization's growth and success. Throughout my career, I have consistently delivered impactful results by implementing strategic and practical solutions that enhance performance, leveraging company tools to their fullest potential while minimizing operational risks.

Stackforce AI infers this person is a Customer Experience Leader with expertise in B2B and B2C operations.

Location: Gurugram, Haryana, India

Experience: 16 yrs 4 mos

Skills

Crm Integration
Business Process Improvement
Strategic Leadership
Business Continuity
Workforce Planning
Stakeholder Management
Debt Collection
Banking

Career Highlights

Over 15 years of experience in customer experience.
Proven ability to drive process excellence and innovation.
Exceptional problem-solving skills in performance challenges.

Work Experience

TBO.COM

Deputy General Manager (10 mos)

Senior Operations Manager (2 yrs 2 mos)

FNP

Senior Manager (10 mos)

Times Internet

Senior Manager Customer Experience (1 yr 5 mos)

ShopClues

Senior Manager Operations (1 yr 11 mos)

Manager Training and Quality (1 yr)

Manager Customer Support (1 yr)

Assistant Manager (1 yr 1 mo)

FabFurnish.com

Sr.Team Leader (1 yr 8 mos)

RBS

Collections (1 yr 10 mos)

ABN AMRO Bank N.V.

Collections Specialist (2 yrs)

HSBC

Senior Collections Specialist (2 yrs 7 mos)

Education

Bachelor of Arts (B.A.) at Indira Gandhi National Open University

at Women's College, Hubli

Preeti Bindra

CEO

Gurugram, Haryana, India16 yrs 4 mos experience

Most Likely To Switch

Key Highlights

Over 15 years of experience in customer experience.
Proven ability to drive process excellence and innovation.
Exceptional problem-solving skills in performance challenges.

Stackforce AI infers this person is a Customer Experience Leader with expertise in B2B and B2C operations.

Contact

Skills

Core Skills

Crm IntegrationBusiness Process ImprovementStrategic LeadershipBusiness ContinuityWorkforce PlanningStakeholder ManagementDebt CollectionBanking

Other Skills

OTAAgentic WorkflowsTravel TechnologyTravel AgenciesContact CentersQuality ImprovementNet Promoter ScoreBig Data AnalyticsOnline TravelOperations ManagementHotel BookingBusiness Process Re-engineeringAgentic AutomationOperational ExcellenceBusiness-to-Business (B2B)

About

Experience

16 yrs 4 mos

Total Experience

2 yrs 3 mos

Average Tenure

3 yrs

Current Experience

Tbo.com

2 roles

Deputy General Manager

Promoted

Jul 2025 – Present · 10 mos

CRM IntegrationOTAAgentic WorkflowsTravel TechnologyTravel AgenciesBusiness Process Improvement+9

Senior Operations Manager

May 2023 – Jul 2025 · 2 yrs 2 mos

CRM IntegrationStrategic LeadershipOTABusiness ContinuityOperational ExcellenceBusiness-to-Business (B2B)+41

Fnp

Senior Manager

Jul 2022 – May 2023 · 10 mos

Strategic LeadershipBusiness ContinuityOperational ExcellenceWorkforce PlanningRCAVoice of the Customer+38

Times internet

Senior Manager Customer Experience

Mar 2021 – Aug 2022 · 1 yr 5 mos

CRM IntegrationStrategic LeadershipBusiness ContinuityOperational ExcellenceWorkforce PlanningRCA+38

Shopclues

4 roles

Senior Manager Operations

Promoted

Apr 2019 – Mar 2021 · 1 yr 11 mos

Lead B2C Customer service operations (Voice – Inbound/Outbound| Chat | Email |Escalations).
Responsible for key customer metrics - CSAT, Repeat, AHT, Quality, SLA's
Drive cost, experience & efficiency improvement projects with Tech & Product managers.
Process/policy re-engineering with cross-functional teams basis customer feedback, competition benchmarking & internal business drivers
Single point of contact for customer communication across channels – Digital, SMS, WhatsApp & Email
Responsible for RCA & Action plan for Escalations (Social media, Legal, Consumer forums etc)

CRM IntegrationStrategic LeadershipBusiness ContinuityOperational ExcellenceWorkforce PlanningRCA+39

Manager Training and Quality

Apr 2018 – Apr 2019 · 1 yr

Strategic LeadershipWorkforce PlanningRCAVoice of the CustomerPerformance ManagementCulture Change+15

Manager Customer Support

Promoted

Apr 2017 – Apr 2018 · 1 yr

Strategic LeadershipBusiness ContinuityWorkforce PlanningRCAVoice of the CustomerPerformance Management+27

Assistant Manager

Feb 2016 – Mar 2017 · 1 yr 1 mo

CRM IntegrationStrategic LeadershipWorkforce PlanningRCASocial MediaProcess Improvement+14

Fabfurnish.com

Sr.Team Leader

May 2014 – Jan 2016 · 1 yr 8 mos · Gurgaon, India

Managed Email & Chat, Training & Quality, Online Reputation Management functions ensuring all business metrics were met
Worked with tools like Onedirect and Brandwatch to support Online Reputation Management
Handling customer escalations and building customer relationships and loyalty.
Assessing the customer service department’s operational performance against set targets to ensure the daily operational objectives of the call center were met.
Allocating staff resources to various LOB’s within Contact Centre and recruitment of new staff.
Defined improvement projects aligned with business strategies to change business operations, processes and functions to maximize corporate efficiency.

Culture ChangeCommunicationContact CentersOperationsOperations Management

Rbs

Collections

May 2008 – Mar 2010 · 1 yr 10 mos · Dubai

Managed outbound Bucket 1 Collections team for credit cards
Prepared the daily allocation of work and ensured the team met the given targets
Researched and located customers via the telephone and emails, negotiated payment arrangements and settlements.
Documented and maintained accurate and pertinent information on customer accounts.
Worked with internal departments and outside agencies (Field Investigators) regarding delinquent accounts.

Debt CollectionBankingOperations ManagementCards

Abn amro bank n.v.

Collections Specialist

Jan 2008 – Jan 2010 · 2 yrs

Debt CollectionBankingCards

Hsbc

Senior Collections Specialist

Sep 2005 – Apr 2008 · 2 yrs 7 mos · Bengaluru Area, India

Performed inbound/outbound collection calls using a predictive dialer
Responsible for collecting and negotiating payment arrangements on accounts that were 30-360 days past due, adhering to UK Debt Collection Practices.
Also worked with HSBC- Secure E Messaging Department where I dealt with all banking and financial queries via the authenticated queue that customers had through Personal Internet Banking, besides mentoring new batches that joined the team.

Debt CollectionBankingCards