Bharti Narsinghani

Customer Operations and Business Analysis professional with 8+ years of experience across customer support, operations, business analysis, CRM processes, reporting, and process improvement. Experienced in analyzing customer and operational data, developing Power BI dashboards, monitoring performance, identifying trends and gaps, and translating insights into operational actions. Strong experience in customer operations, stakeholder management, workflow analysis, root-cause analysis, operational reporting, KPI/performance analysis, CRM process analysis, requirements gathering, UAT, implementation support, process improvement, training, and process adoption.

Experienced in leading operational teams, managing escalations, coordinating issue resolution, and collaborating with business, IT, vendors, and cross-functional stakeholders.

Team Lead – Operations at PACKAPILL TECHNOLOGIES PVT. LTD. (HOLA HEALTH) (2023-05 – Present)

• Analyze customer and operational data to identify trends, performance gaps, recurring issues, and opportunities to improve customer experience and operational performance.
• Develop and maintain Power BI dashboards to monitor operational and customer-related metrics, identify trends and performance gaps, and support data-driven operational decisions.
• Conduct workflow analysis and operational gap assessments to identify process inefficiencies and recommend practical process improvements.
• Collaborate with stakeholders to understand customer and business needs, translate operational issues into actionable improvements, and support implementation.
• Manage customer escalations and issue resolution, coordinating with relevant stakeholders to maintain service quality and operational continuity.
• Lead operational teams through task allocation, performance monitoring, feedback, mentoring, and capability development.
• Support implementation and adoption of improved processes through training, operational guidance, and process support.
• Apply root-cause analysis to recurring operational issues and recommend improvements to enhance efficiency and customer experience.
• Manage the vendor invoice lifecycle and coordinate related operational activities.

Sales & Customer Support at LOGIQIDS (2022-06 – 2023-02)

• Managed customer interactions and provided guidance based on customer needs and service requirements.
• Coordinated with teachers, parents, and administrators to understand and resolve customer, behavioral, and academic concerns.
• Supported operational processes including batch allocation and customer/student assistance.
• Supported implementation of guidance programs designed to improve customer/student experience.
• Coordinated with stakeholders to resolve customer concerns and provide timely operational support.

Project Executive – Business Analysis & Project Support at CORE INTEGRA — END CLIENT: TATA CONSULTANCY SERVICES (2017-04 – 2022-01)

• Gathered, analyzed, clarified, and documented business requirements in collaboration with business stakeholders, vendors, and IT teams.
• Analyzed business workflows to document As-Is processes, identify gaps, and define To-Be processes and solutions.
• Supported alignment of business processes with CRM solutions, contributing to improved efficiency and customer satisfaction.
• Prepared requirements and testing documentation supporting solution development, validation, and implementation.
• Conducted gap analysis to identify process, system, and operational differences and worked with stakeholders to resolve identified issues.
• Coordinated and supported User Acceptance Testing (UAT) to validate application functionality against business requirements.
• Worked with design and development teams to translate business requirements into application mock-ups and solution concepts.
• Monitored post-implementation operations, identified issues, and escalated them to appropriate teams for resolution.

Master of Commerce in Commerce – Banaras Hindu University (2016)