Bhargav Ram

Customer Success and Customer Experience professional with 13+ years of experience driving customer satisfaction, stakeholder engagement, service delivery excellence, escalation management, and team leadership. Proven success in managing high-priority customer relationships, leading cross-functional teams, improving customer retention, and driving operational excellence. Proven expertise in KPI management, supply coordination, process optimization, quality monitoring, training, and root cause analysis.

Demonstrated success in improving operational efficiency, driving productivity improvements, and managing large teams in high-volume environments. Seeking to leverage operational leadership and stakeholder management expertise in Business Development, Sourcing, Supply Chain, or Category Operations roles.

Team Lead – Customer Satisfaction - Innovative Retail concepts Private limited- BIGBASKET (TATA ENTERPRISE)

(2022-01)

• Lead and manage a team of 25 associates supporting large-scale operational and customer experience functions.
• Coordinate closely with operations, logistics, fulfilment centres, and category teams to address supply-related challenges and improve service delivery.
• Monitor operational KPIs, SLA adherence, productivity metrics, and quality standards to ensure business objectives are achieved.
• Conduct detailed root cause analysis of recurring operational issues and implement corrective actions to improve process efficiency.
• Collaborate with internal stakeholders to improve inventory availability, order fulfilment efficiency, and customer satisfaction.
• Drive quality compliance initiatives through regular audits, SOP adherence, and process monitoring.
• Conduct structured training sessions, performance coaching, and knowledge-sharing programs to enhance workforce capability and operational consistency.
• Generate business reports and performance dashboards using Excel and Google Sheets to support decision-making and operational planning.
• Improved overall team productivity by 20–25% through process optimization, coaching, and performance management initiatives.
• Supported operational teams in identifying service gaps and implementing sustainable improvement measures.

Subject Matter Expert (SME) - Innovative Retail concepts Private limited- BIGBASKET (TATA ENTERPRISE)

(2021-01 - 2022-12)

• Acted as the primary escalation authority for complex and high-impact cases, ensuring swift and effective resolution across critical customer issues
• Managed leadership-level and social media escalations while safeguarding brand reputation and customer trust
• Improved operational efficiency by reducing repeat escalations through better case analysis and resolution accuracy
• Supported onboarding and capability development of new team members through hands-on training and process guidance
• Assisted in refining SOPs and escalation protocols to improve consistency in handling high-severity cases

Customer Satisfaction Executive - Innovative Retail concepts Private limited- BIGBASKET (TATA ENTERPRISE)

(2018-02 - 2021-12)

• Delivered complete lifecycle resolution of customer complaints using Kapture CRM, including CEO desk and regulatory NCH cases
• Maintained consistently strong CSAT and quality performance scores through timely and effective resolution handling
• Managed multi-channel customer interactions across social media, email, and support systems with a strong service recovery focus & consistently met and exceeded SLA targets, productivity benchmarks, and quality standards
• Strengthened customer retention by ensuring empathetic handling of escalations and reducing complaint recurrence
• Documented insights from customer interactions to support process improvement and operational decision-making

SENIOR CUSTOMER SERVICE REPRESENTATIVE - CREATIVE NETWORKS (DOMESTIC CALL CENTRE – CREDIT CARD SALES)

(2011-05 - 2016-02)

• Regularly outperformed assigned revenue objectives by building strong rapport with prospects and effectively positioning credit card offerings
• Simplified product features and benefits for customers, leading to higher acceptance rates and improved onboarding experience
• Ensured accurate documentation and timely updates of customer interactions within internal systems for smooth tracking and continuity
• Maintained a strong balance between business targets and service quality, strengthening customer loyalty and retention
• Recognized opportunities to promote additional offerings, contributing to increased overall business value growth
• Worked closely with peers and team leads to refine selling techniques and improve overall team performance outcomes

Bachelor's Degree - Distance Education - Himalayan University (2023-01)