BS

Bhupendro Sinha

As a Team Leader in Customer Experience, I am driven by a pragmatic and empathetic approach, ensuring accountability and fostering strong collaboration within my team. I thrive on the independence to navigate challenges with determination, always focused on delivering exceptional results and continuous improvement.

Open to

Delhi · Gurgaon · Noida

Work style

on-site

Identity verified by DigiLocker
Contact details — on requestProof of Work — on request

Experience

L

Team Leader – Customer Experience

Layers Electronics Pvt. Ltd. · Dec 2024 – Jul 2026

Not yet confirmed
  • Brought Amazon ratings back from 2.6 to 3.8 by building a real customer recovery process, not just reacting case by case.
  • Kept 10,000+ customers in the loop during a nationwide replacement rollout handled the post-purchase communication and logistics coordination myself.
  • Cleared a 7,000+ case backlog in 12 days by redesigning how the team split and prioritized work.
  • Built and ran a Voice of Customer program off 3,000+ responses, and used it to actually shape product and service decisions.
  • Cut down repeat technical complaints by getting ahead of them with proactive outreach and better troubleshooting resources.
  • Ran WhatsApp and email campaigns to existing customers win-back outreach for people who'd gone quiet, and follow-ups after purchase.
  • Tracked repeat buyers and fed that into loyalty and retention efforts the start of a proper retention calendar.
S

Senior Customer Service Executive – Customer Experience

SBI Cards · Apr 2024 – Nov 2024

Not yet confirmed
  • Handled executive-level escalations fraud, disputes, EMI, loans, card servicing in a heavily regulated environment.
  • Resolved complaints quickly without cutting corners on compliance.
  • Dug into root causes instead of just closing tickets, to stop the same issues from repeating.
  • Worked service recovery proactively to keep customers from leaving.
  • Called previous customers to bring them back and sell again, plus cross-sold and upsold credit card, EMI, and loan products to the existing base.
S

Senior Executive – ORM & Escalation (Customer Experience)

Snapdeal · Oct 2023 – Apr 2024

Not yet confirmed
  • Brought escalation volume down 70% through root-cause analysis, not just faster ticket closing.
  • Held CSAT at 80% across the highest-priority complaint channels.
  • Trained and transitioned 40+ team members onto newly launched support channels.
  • Managed escalations across Social Media, NCH, Grievance, and ONDC built the workflows for these channels from scratch since they were new.
  • Used SQL to actually understand customer behavior instead of guessing, working closely with Product, Seller Operations, and Engineering.
  • Supported cross-sell conversations across product and seller categories as part of day-to-day escalation work.
N

Senior Associate – Customer Support & Operations (Customer Experience)

Noise · Jun 2021 – Oct 2023

Not yet confirmed
  • Took first-attempt pickup success from 60% to 80% one of the biggest sources of customer frustration, gone.
  • Improved CSAT from 78% to 82% by redesigning the support process end to end.
  • Cut resolution turnaround time from 10 days to 5.
  • Ran end-to-end customer operations and logistics escalations; built SOPs and recovery frameworks from scratch.
  • Ran Voice of Customer analysis and worked with courier partners to fix operational issues.
  • Upsold customers on complementary products and accessories during regular service interactions.
E

Sales Associate

Equitas Small Finance Bank · Feb 2020 – Aug 2020

Not yet confirmed
  • Managed customer relationships across savings accounts, fixed deposits, insurance, and loans hit 130% of sales targets for six straight months.
  • Handled onboarding, KYC verification, and compliance-driven servicing while building relationships that lasted.

Skills 0 proven through work

Also works with

ByteSpeed UsageCustomer Retention and Churn PreventionChat Service IntegrationTelephone CommunicationFreshdesk UsageAPI IntegrationPolicy RecommendationSOP DevelopmentWork EfficiencyTeam BuildingWorkflow Design (Process Mapping)Vendor CoordinationOnline Review ManagementCustomer Satisfaction AnalysisProduct Improvement ResearchOrganizational Change ManagementPolicy AnalysisOperations ManagementSLA AdherenceNegotiatingProcess ImprovementAnalytical Report CreationExploratory Data Analysis (EDA)Root Cause AnalysisUpselling and Cross-SellingExplaining Mutual Fund BasicsCustomer Issue ResolutionJob Aid DesignWork Planning and PrioritizationLogistics CoordinationCustomer ServiceCross-Departmental CoordinationUser FeedbackIssue EscalationDaily Operational ReportingGoal setting (defining key results)KPI AnalysisPeople Management

Proof of Work

Proof of Work

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Education

MBA, Data Science

Manipal University Jaipur · NaN — NaN

M.Com, International Business

IGNOU · NaN — NaN

B.Sc. (Hons.), Mathematics

University of Delhi · NaN — NaN

Links

LinkedIn

linkedin.com/in/bhupendro-sinha-60a093230

Contact details

Contact details

Bhupendro shares this with people who ask. You'll hear back either way.

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