BASIT BASHIR
Program Manager
Gurgaon
Summary
High achieving professional with 7+ years of experience in Startups and demonstrated skills in intergration operational strategies, and building
relationships to enhance customer experience. Skillfully manager KPIs and internal controls to monitor operational trends and devise forward thinking solutions. Result-focused, customer-centric, and resilient in in resolving issues. Expert in enchancing customer experience and customer service.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Program Manager
Vetic Healthcare
Gurugram
01.2025 - Current
- Leading the national Experience team at Vetic, overseeing customer satisfaction and operational excellence across all clinics in India.
- Proactively build and implement strategies to prevent customer escalations, ensuring smoother client journeys and reduced support overhead.
- Collaborate closely with the Product team to drive impactful app improvements based on user insights and operational feedback.
- Partner with the Marketing team to align customer experience goals with campaign strategies, ensuring consistency across brand touchpoints.
- Own the Net Promoter Score (NPS) for the organization—conduct root cause analyses to understand detractor sentiment and lead programmatic solutions to improve scores.
- Design and implement new workflows, SOPs, and cross-functional programs that enhance service delivery and clinic efficiency.
- Investigate and resolve service denials across clinics by identifying operational gaps and introducing targeted process improvements, training interventions, and systemic fixes.
- Regularly use advanced Excel skills for reporting, data visualization, root cause analysis, and program tracking to ensure data-backed decision-making.-Leading the national Experience team at V
Deputy Manager
BluSmart
07.2024 - Current
- Company Overview: BluSmart is India's first and largest EV ride hailing service and EV charging infrastructure network.
- Handled a team of 5 Team Leads along with 65 associates
- Managed the KPIs of the team to ensure timely responses
- Outsourced the companies Chat and Calls Operations
- BluSmart is India's first and largest EV ride hailing service and EV charging infrastructure network.
Deputy Manager II
CARS24 Pvt Ltd
10.2020 - 07.2024
- Company Overview: CARS24 is a leading AutoTech company streamlining and revolutionising the sale, purchase, and financing of pre-owned cars in India, Australia, Thailand, and UAE.
- Joined CARS24 as a Team Leader and promoted to Deputy Manager within 3 years Building Customer Grievances for Car Buyer Vertical.
- Leading team of 2 Team Leads and 18 associates across different sub verticals.
- Program management for different projects related to CARS24 App, ORM.
- On-boarded Zendesk for ticketing functionality in the organisation.
- Actioned as a SPOC for Zendesk integration, automations, triggers and Zendesk explore.
- Creating QOP data and presenting it to founders to figure out plans on improving the customer and stakeholder experience.
- Onboarded Super-Receptionist for calling (inbound and outbound).
- Defined NPS tracking timelines, created stakeholders processes to increase promoters.
- CARS24 is a leading AutoTech company streamlining and revolutionising the sale, purchase, and financing of pre-owned cars in India, Australia, Thailand, and UAE.
- Project name: Zendesk Onboarding and integration
- Project name: NPS Dashboard and Process
- Project name: App L1, L2 flow for CARS24 App with Product
Assistant Manager
FarmerUncle
12.2019 - 10.2020
- Company Overview: FarmerUncle is a agro startup, that works to deliver fresh organic fruits to customers at their doorstep.
- Ensured operation excellence by overseeing the customer experience team and creating processes
- Worked closely with operations and product team to ensure appropriate changes in the website and backend.
- Created processes for customer experience and hired a team to handle customer queries and grievances
- Managed operations, logistics and customer experience of the company during COVID to ensure zero disruption in services.
- Handling the logistics and logistical partners.
- FarmerUncle is a agro startup, that works to deliver fresh organic fruits to customers at their doorstep.
- Project name: Logistical Flowchart
- Project name: Customer Experience SOPs
Business Development Manager
Pristyn Care Pvt Ltd
02.2019 - 10.2019
- Company Overview: Pristyn Care is a new-age healthcare company with a laser-sharp focus on simplifying the entire surgery journey of a patient and his/her attendant by offering care and assistance at each and every step.
- Joined as a founding member of the organisation.
- Established key partnerships with healthcare providers, expanding service offerings and enhancing industry connections.
- Implemented effective business strategies, resulting in significant revenue increase and successful market expansion.
- Led the successful launch of a new healthcare product, achieving high market penetration and customer adoption.
- Transitioned to Customer Experience, driving enhanced customer satisfaction based on client feedback and needs.
- Cultivated strong client relationships to ensure ongoing success and satisfaction.
- Pristyn Care is a new-age healthcare company with a laser-sharp focus on simplifying the entire surgery journey of a patient and his/her attendant by offering care and assistance at each and every step.
- Project name: Customer Experience Team Hiring and SOP implementation
Senior Associate
Urban Company Pvt Ltd
08.2017 - 02.2019
- Company Overview: Urban Company is a technology platform offering a variety of services at home.
- Promoted to Senior Associate within 1 year of joining the organisation.
- Handled the customer experience vertical towards decreasing the poor rating on the app on the PlayStore and AppStore.
- Handled a team of 16 associates while working closely with Marketing, Finance and Category Heads to share customer insights.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Urban Company is a technology platform offering a variety of services at home.
- Project name: Poor Rating Improvement
Education
Bachelor's - Technology
Punjab Technical University
Punjab,India 08.2013 - 07.2017
Skills
- Microsoft Office - Excel
- Google Workspace
- Zendesk
- Freshdesk
Accomplishments
- Successfully transitioned from a Team Leader to Deputy Manager at CARS24 within a remarkable three-year timeframe, showcasing rapid professional development and recognition for leadership abilities.
- Spearheaded the establishment of a robust Customer Grievances system for the Car Buyer Vertical, demonstrating strategic thinking and a proactive approach to enhancing customer satisfaction and issue resolution.
- Led a diverse team comprising 2 Team Leads and 18 associates across various sub-verticals, demonstrating strong leadership skills and the ability to manage teams effectively.
Passions
Dedicated and customer-centric professional with a passion for resolving issues and ensuring customer satisfaction. Proven ability to lead and motivate teams, employing strong problem-solving and communication skills. Committed to continuous improvement and maintaining a positive customer experience. Seeking a managerial role in a customer grievances team to leverage expertise in conflict resolution, data analysis, and team leadership.
Timeline
Program Manager
Vetic Healthcare
01.2025 - Current
Deputy Manager
BluSmart
07.2024 - Current
Deputy Manager II
CARS24 Pvt Ltd
10.2020 - 07.2024
Assistant Manager
FarmerUncle
12.2019 - 10.2020
Business Development Manager
Pristyn Care Pvt Ltd
02.2019 - 10.2019
Senior Associate
Urban Company Pvt Ltd
08.2017 - 02.2019
Bachelor's - Technology
Punjab Technical University
08.2013 - 07.2017
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