Bhavisha Lehru
Mumbai
Summary
Sales and Service Leader with 16 years of progressive experience across Telecom, Real Estate, and Retail industries. Proven track record of improving CSAT from 50% to 95%, increasing NPS by 50 points, reducing escalations by 80%, and consistently exceeding revenue targets by 10-15%. Adept at leading multi-location operations, managing P&L and building high-performing teams.
Overview
5
5
years of post-secondary education
20
20
years of professional experience
Work History
Operations Manager
Miko
Mumbai
01.2026 - 05.2026
- Implement SOPs, process standards, and documentation frameworks to improve operational efficiency
- Coordinated operational workflows across cross-functional teams to enhance collaboration and streamline processes
- Tracked project milestones, deliverables, and timelines to ensure successful project completion and alignment with goals
- Managed vendor coordination and purchase orders to optimize supply chain operations and maintain internal dependencies
Manager - Retail Franchisee Operations
Vodafone Idea Ltd.
Mumbai
01.2023 - 11.2025
- Managed franchisee-owned stores across assigned territory, coordinating efforts of channel partners, CCEs, telecallers, and FOS teams to enhance operational effectiveness
- Consistently exceeded monthly revenue and sales targets by 10-15% through operational and sales excellence
- Recruited and onboarded new channel partners, expanding territory footprint by 20%
- Improved CSAT from 50% to 95% through targeted service improvement initiatives and frontline team development
- Increased NPS by 50 points by strengthening customer service standards and accountability across stores
- Reduced customer escalations by 80% through structured escalation handling and resolution frameworks
- Achieved 100% First-Time Resolution (FTR) for critical customer complaints
- Conducted operational audits and ensured SOP compliance, directly supporting store profitability across locations
- Improved operational audit scores from 30 to 85 by implementing rigorous compliance and process discipline measures
Assistant Manager - Customer Experience
Lodha Group
Mumbai
09.2020 - 12.2022
- Managed end-to-end customer experience across the full lifecycle from onboarding to possession handover
- Resolved complex customer escalations via calls and email, ensuring first-time resolution and high NPS scores
- Generated referral leads from existing customers through relationship-driven service and upselling, enhancing customer loyalty
- Designed and delivered training programs for new joiners on SOPs and customer service standards, improving team readiness and escalation management
- Drove process orientation and SOP adherence within customer experience team, ensuring consistent service delivery
Customer Service Head
Kaya Ltd.
Mumbai
12.2019 - 08.2020
- Drove NPS and delivered high-quality customer experience for all visitors including HNI clients
- Enhanced NPS and elevated customer experience for all visitors, including HNI clients
- Built repeat business through proactive engagement with HNI and regular customers
- Monitored SOP adherence and ensured process compliance and operational standards across functions
- Cultivated repeat business through proactive engagement with HNI and regular customers
Assistant Manager - Retail Operations
Vodafone India Ltd.
Vasai
12.2013 - 11.2017
- Managed 1 COCO store and 4 mini stores with a team of 20, overseeing full retail operations and P&L
- Supervised retail operations, enhancing visual merchandising, store ambiance, inventory management, and customer service to create a compelling shopping experience
- Formulated and implemented operational policies and budgets aligned to market trends and business objectives
- Monitored team performance through internal contests, reviews, and quality audits to drive target achievement
- Maintained MIS reports, cash registers, and deposition processes with full accuracy
- Monitored team performance through contests, reviews, and quality audits, fostering a competitive environment and achieving targets
- Maintained accurate MIS reports, cash registers, and deposition processes, ensuring financial integrity and operational efficiency
Sales Coordinator
Phonographic Performance Ltd.
Mumbai
07.2012 - 07.2013
- Sent quotations to clients for annual licenses and maintained client records and PP statements
- Generated and sent quotations for annual licenses while maintaining accurate client records and PP statements
- Provided guidance to coordinators and field executives on project-specific requirements across branches
Store Manager
Aircel Ltd.
Mumbai
06.2010 - 11.2011
- Managed store operations and customer service delivery for postpaid and prepaid services, ensuring team performance aligned with business goals
- Recognized for best postpaid performance for 3 consecutive months and highest quality scores
- Led team motivation initiatives, including Fun Friday activities, to foster engagement and boost team productivity
- Organised activities across colleges, office premises, and housing societies to enhance customer acquisition and engagement
Customer Service Agent
Firstsource Solutions Pvt. Ltd.
Mumbai
09.2008 - 01.2010
- Led upselling and cross-selling initiatives, enhancing revenue per customer
- Managed inbound customer queries for UK process via email; recommended tariff plans tailored to usage patterns
- Assisted in training new employees during on-the-job training sessions
Customer Service Executive
Vodafone Essar Ltd.
Mumbai
09.2006 - 09.2008
- Assisted customers in sales and retention roles
- Assisted customers with inquiries and resolved service-related issues.
- Provided accurate information on products and services to enhance customer experience.
- Handled walk-in customer queries and promoted new products while achieving individual and store sales targets
- Documented customer interactions in the CRM system for efficient tracking.
Education
Bachelor of Commerce (B.Com) -
University of Mumbai
Mumbai 06.2003 - 06.2006
HSC -
Thakur College of Science & Commerce
Mumbai 06.2001 - 06.2003
SSC -
Our Lady of Nazareth High School
MumbaiSkills
- Service Delivery Management
- Retail & Channel Operations
- Sales Target Achievement
- NPS & CSAT Improvement
- Process Improvement
- Operational Efficiency
- Inventory and Stock Management
- Quality Audit
- SOP compliance
- MIS Reporting
- Escalation Management
- Cross-Functional Collaboration
- Team Leadership & Development
- Stakeholder Management
Accomplishments
- Improved CSAT from 50% to 95% through structured service improvement and team capability programs
- Increased Net Promoter Score (NPS) by 50 points across managed operations
- Reduced customer escalations by 80% through proactive escalation frameworks and SOP implementation
- Achieved 100% First-Time Resolution (FTR) for major customer complaints
- Consistently exceeded monthly revenue targets by 10-15% through sales and operational excellence
- Expanded territory footprint by 20% through recruitment and onboarding of new channel partners
- Managed 15 retail franchise stores and a team of 40-45 employees simultaneously
- Improved operational audit scores from 30 to 85 within one performance cycle
- Received double promotion in a single performance cycle at Vodafone India
- Managed full P&L responsibility across retail operations
Languages
- English
- Hindi
- Gujarati
- Marathi
Awards
- English
- Hindi
- Gujarati
- Marathi
Timeline
Operations Manager
Miko
01.2026 - 05.2026
Manager - Retail Franchisee Operations
Vodafone Idea Ltd.
01.2023 - 11.2025
Assistant Manager - Customer Experience
Lodha Group
09.2020 - 12.2022
Customer Service Head
Kaya Ltd.
12.2019 - 08.2020
Assistant Manager - Retail Operations
Vodafone India Ltd.
12.2013 - 11.2017
Sales Coordinator
Phonographic Performance Ltd.
07.2012 - 07.2013
Store Manager
Aircel Ltd.
06.2010 - 11.2011
Customer Service Agent
Firstsource Solutions Pvt. Ltd.
09.2008 - 01.2010
Customer Service Executive
Vodafone Essar Ltd.
09.2006 - 09.2008
Bachelor of Commerce (B.Com) -
University of Mumbai
06.2003 - 06.2006
HSC -
Thakur College of Science & Commerce
06.2001 - 06.2003
SSC -
Our Lady of Nazareth High School