BHAWANA SAINI
Customer Support & Experience Leader | CRM & Operations Expert
Summary
Customer Support & CRM Operations Manager with 6+ years of experience leading high-performing support teams and building scalable workflows across B2C platforms. Proven expertise in customer issue resolution, SLA governance, and stakeholder collaboration. Adept in lifecycle journey design, behavioral segmentation, and campaign analytics. Strong leadership in training, KPI monitoring, and cross-functional communication with product and sales teams to drive CSAT, NPS, and retention metrics.
Overview
7
7
years of professional experience
Work History
Customer Service Manager
Sparsa Digital
Gurgaon
10.2024 - 06.2025
- Led customer support workflows using CRM tools to improve onboarding, resolution rates, and CSAT.
- Designed and deployed behavior-triggered journeys and re-engagement flows via WhatsApp and email.
- Implemented SLA-governed ticketing and resolution protocols, reducing TAT by 22%.
- Managed customer escalations with dashboards for triage, root-cause analysis, and partner-level visibility.
- Collaborated with product, CRM, and analytics teams to align support strategies with user needs.
Assistant Manager
Cars24
Gurgaon
09.2023 - 09.2024
- Created lifecycle campaigns and win-back strategies based on user activity/inactivity patterns.
- Coordinated with analytics for cohort tracking, A/B testing, and copy optimization.
- Managed automated nudges and support micro-journeys to address user drop-offs.
- Contributed to improved reactivation rate and funnel progression through support-channel feedback.
Team Lead
Cars24 Australia
Gurgaon
03.2023 - 08.2023
- Led reactivation-focused support campaigns via behavioral segmentation and contextual messaging.
- Piloted win-back journeys that led to a 12% conversion lift across dormant user cohorts.
- Partnered with CX and product teams to deliver in-app nudges for real-time user support.
Senior Associate
Unshaadi
Gurgaon
05.2021 - 03.2023
- Delivered SOP-based customer support for sensitive use cases with quality and compliance focus.
- Created issue-type tagging systems to track complaint frequency and predict service bottlenecks.
- Managed user communication via SMS and app alerts, driving resolution transparency.
- Documented escalations, ensuring complete audit trails and support visibility.
Senior Associate
UrbanClap
Gurgaon
08.2018 - 03.2021
- Trained and led a 15-member support and sales team for B2C resolution handling.
- Spearheaded user trust programs and complaint resolution initiatives.
- Drove quality assurance protocols to improve first-response resolution and reduce repeat issues.
Education
Bachelor of Arts - Psychology
Indira Gandhi National Open University
Delhi03.2023
Skills
- Support Operations: SLA Management, Escalation Handling, SOP Implementation, Knowledge Base Maintenance, TAT Reduction
- Team Management: Training & Mentorship, KPI Monitoring, Performance Reviews, Shift Planning
- Customer experience: CSAT improvement, feedback loop design, NPS tracking, resolution quality tools and channels: CleverTap, WebEngage, MoEngage, email, WhatsApp, push notifications, SMS
- Analytics and strategy: funnel optimization, A/B testing, cohort analysis, behavioral segmentation collaboration: product coordination, sales alignment, stakeholder communication
- Tools & Channels: CleverTap, WebEngage, MoEngage, Email, WhatsApp, Push Notifications, SMS
- Analytics & Strategy: Funnel Optimization, A/B Testing, Cohort Analysis, Behavioral Segmentation
- Collaboration: Product Coordination, Sales Alignment, Stakeholder Communication
Projects
Timeline
Customer Service Manager
Sparsa Digital
10.2024 - 06.2025
Assistant Manager
Cars24
09.2023 - 09.2024
Team Lead
Cars24 Australia
03.2023 - 08.2023
Senior Associate
Unshaadi
05.2021 - 03.2023
Senior Associate
UrbanClap
08.2018 - 03.2021
Bachelor of Arts - Psychology
Indira Gandhi National Open University
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