Bhavna Shinde
Senior Executive | Customer Support & Service Operations | Customer Experience (CX) | Grievance Management | Team Leadership
Hire this person
Send a job offer directly to this candidate
About
Results-driven Customer Support, Customer Experience and Service Operations professional with 10+ years of experience across customer support, grievance management, after-sales service, CRM operations, escalation management, team leadership and business operations. Experienced in managing nationwide customer support and service operations for Air Conditioners, LED Televisions and Washing Machines, coordinating with 25 Service Heads and service partners across India. Strong expertise in SLA, KPI and TAT monitoring, complaint ageing, CRM workflow management, MIS reporting, legal and high-priority escalations, root cause analysis, stakeholder management and process improvement.
Experience
Senior Executive – Team Leader & Grievance Head - AMSTRAD CONSUMER INDIA PVT. LTD. - Pune, Maharashtra
(2023-03)
Leading nationwide Customer Support, Customer Grievance and Service Operations for Air Conditioners, LED Televisions and Washing Machines.
- Lead end-to-end customer support operations covering complaint registration, installation, warranty support and after-sales service.
- Coordinate with 25 Service Heads and customer support teams across India to drive timely complaint resolution and service closure.
- Manage customer grievances, legal escalations, consumer forum cases and high-priority service complaints.
- Manage official grievance and legal email cases and coordinate with internal stakeholders for timely resolution.
- Monitor SLA, KPI, TAT, complaint ageing, productivity and service performance.
- Prepare and maintain MIS reports, dashboards, escalation reports, ageing reports and productivity reports for management review.
- Monitor CRM operations and ensure accurate tracking of the complete complaint lifecycle and service workflow.
- Coordinate with Authorized Service Providers (ASPs), Service Heads, technical teams, warehouses, logistics teams and management.
- Conduct Root Cause Analysis (RCA) for recurring customer and service-related issues.
- Identify process gaps and implement improvements to strengthen CRM compliance, service tracking and complaint closure.
- Mentor, coach and monitor customer support executives to improve productivity and service quality.
- Track pending, high-ageing and escalated Service IDs and drive timely action with responsible stakeholders.
- Successfully managed nationwide customer grievance and service operations.
- Improved complaint monitoring, CRM compliance and MIS reporting processes.
- Successfully coordinated with pan-India Service Heads to resolve critical and high-priority escalations.
- Strengthened complaint ageing and TAT monitoring through structured MIS and escalation tracking.
- Improved operational efficiency through process monitoring, stakeholder coordination and workflow improvements.
- Managed escalations involving service delays, parts, replacement units, warranty and after-sales service.
Business Manager - STRATUM COSMECEUTICALS PVT. LTD.
(2015-06 - 2020-02)
- Managed business development, customer relationship management and sales operations.
- Supervised order processing through Amazon, Flipkart, IndiaMART and other online marketplaces.
- Coordinated inventory, order processing, dispatch, tracking and customer deliveries.
- Managed customer queries and ensured timely resolution of order-related issues.
- Led and supervised a sales team to achieve monthly business targets.
- Coordinated with internal teams and external stakeholders for smooth business operations.
- Promoted from Medical Representative to Business Manager based on performance and business contribution.
- Time Punctuality Award
Team Leader - N & N COMMUNICATION – AIRTEL POSTPAID
(2010-04 - 2012-08)
- Led customer service and sales operations.
- Managed customer complaints, escalations and service-related concerns.
- Supervised team performance and daily operational activities.
- Trained and coached team members on customer handling and service processes.
- Monitored team performance and supported achievement of operational and sales targets.
- Best Team Leader Award
Education
Bachelor of Computer Applications (BCA) - Tilak Maharashtra Vidyapeeth (2010 - 2010)
HSC - Electronics Technology - SNDT Women's University (2007 - 2007)
