Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sana Bhandari

Gurgaon

Summary

Certified Six Sigma Black Belt professional with 10 years of experience in Customer Lifecycle Management, Program Management, Operations Management, and CX Strategy across e-commerce, travel, B2B, and B2C industries. Proven track record in leading global teams, driving strategic excellence, and implementing customer-centric strategies to enhance business growth.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Manager- Customer Support and Program Management

TBO
07.2024 - Current
  • Heading global CX operations team across India, APAC, UAE, UK, and US, setting clear KPIs, SLA targets, and real-time performance dashboards to drive accountability and high performance.
  • Designed and implemented SOPs and ISO-compliant workflows, ensuring scalability and consistent quality across multi-geo support functions.
  • Partnered with Data Science teams to launch AI-powered tools, LLM models, and automated voice bots, reducing First Response Time (FRT) and increasing First Contact Resolution (FCR) while cutting manual tasks by 50%.
  • Achieved ≥95% SLA adherence, reduced client escalations by 40%, and implemented NPS-driven churn reduction programs to enhance CSAT and customer retention.
  • Built 10+ real-time CX metrics dashboards for tracking SLA, FCR, and escalation trends, performing root cause analysis (RCA) to identify and eliminate recurring issues.
  • Built 10+ real-time CX metrics dashboards for tracking SLA, FCR, and escalation trends, performing root cause analysis (RCA) to identify and eliminate recurring issues.
  • Acted as a strategic bridge between business, engineering, and product teams, driving backlog prioritization, sprint planning, and cross-functional alignment to deliver impactful enhancements (e.g., auto-routing logic, special request tagging).
  • Conducted CX workshops, QA programs, and training sessions to embed a customer-first culture and improve team skillsets, ensuring consistent service delivery.
  • Led operational excellence initiatives using CRM workflows (Zendesk) and bots to improve response accuracy and operational scalability.

Team Lead: Operations & Project Management

Coding Ninjas
03.2022 - 06.2024
  • Led a team of 25 individuals, fostering a high-performing culture from inception.
  • Expanded CRM systems across multiple business units within Coding Ninjas.
  • Conducted regular assessments and performance reviews based on feedback and performance data, driving continuous improvement and optimization.
  • Led implementation of various projects such as reduction in refund percentage and net promoter initiatives; brought down refund percentage from 30% to 15%.
  • Collaborated with product, analytics, and engineering teams to plan sprints effectively; tracked product developments meticulously, ensuring alignment with project timelines and goals.
  • Analyzed key performance metrics (usage, operational and strategic) across the CRM platform resulting in enhanced features and user-friendly interface, leading to improved user experience.

Process Specialist

OLX
07.2019 - 02.2022
  • Created engagement strategies to develop long-term relationships with clients through the provision of product and operational services.
  • Acted as a liaison with law enforcement agencies to ensure seamless coordination and compliance.
  • Functioned as a single point of contact for process excellence, leading initiatives to enhance operational efficiency, optimize workflow, and drive continuous improvement.

Team Lead-Operations

Naukri.com
05.2015 - 06.2019
  • Oversaw end-to-end customer interactions to ensure high service standards.
  • Implemented strategies that enhanced customer satisfaction to 90%.

    Managed escalations and ensured quick resolutions in collaboration with cross-functional teams.

    Worked closely with CEOs, CXOs, and senior leadership to align operational strategies with business goals.

    Provided data-driven insights and reports to drive strategic decision-making.
  • Collaborated with product, sales, and marketing teams to improve customer journeys.
  • Managed, mentored, and coached a high-performing operations team.
  • Set performance KPIs and ensured continuous skill development.
  • Conducted regular training sessions and feedback mechanisms to enhance team productivity.

Education

Bachelor of Arts - Sociology Hons.

Sri Venkateswara College, Delhi University
New Delhi, India
05-2014

Skills

  • Customer Lifecycle Management
  • Program & Project Management
  • Stakeholder Management
  • CRM Implementation & Enhancement
  • Process Automation & Improvement
  • Strategic Alliances & Partnerships
  • Data & Reporting
  • Turnaround Strategies

Certification

  • Certified Zendesk Admin
  • Certified Six Sigma Black Belt
  • Certified Digital Marketer

Timeline

Manager- Customer Support and Program Management

TBO
07.2024 - Current

Team Lead: Operations & Project Management

Coding Ninjas
03.2022 - 06.2024

Process Specialist

OLX
07.2019 - 02.2022

Team Lead-Operations

Naukri.com
05.2015 - 06.2019

Bachelor of Arts - Sociology Hons.

Sri Venkateswara College, Delhi University

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Sana Bhandari