Bhavna Handa

About Bhavna Handa

Global Operations & Strategy Leader | Licensed Customs Broker | Customer Experience Champion Dynamic global operations leader with 20+ years of experience across top logistics brands (DHL, UPS), with proven expertise in Operations Management, Customer Service Strategy, Performance Optimization, and Data-Driven Decision Making. Successfully managed $27M+ profit centers across 70+ countries spanning India, Middle East, Africa, APAC, Europe, and the US, delivering consistent 8% YoY revenue growth Adept at leading large-scale strategic initiatives—from enhancing customer experience to embedding Voice of Customer into operational strategy. Spearheaded 1.5M+ annual customs clearances with 92% on-time performance and led 50+ high-performing teams across geographies Recognized globally with #1 rankings in Service, Compliance, and Financial KPIs (2021 & 2022). Known for cross-functional leadership, KPI governance, digital innovation, and creating scalable solutions that align with global business goals Passionate about social impact, community engagement, and wellness, actively contributing to socio-economic initiatives that drive meaningful change both within the industry and beyond. Accolades 🥇Best Global performance Award for 3 consecutive years from 2021-23 for exceeding Service and Revenue KPI’s. Community award in April 2022- for providing invaluable support to MentorMe Foundation. Impacted over 400 student lives directly or indirectly with over 72 + hours of learning. If I haven’t bored you so far and you are fascinated to know more /connect, hit me at- b••••••••@gmail.com

Experience

1. Global Strategy Customer Care Sr Leader

   UPS

   Dec 2023 — Present

   Transformative Leader Revolutionizing Customs Operations and Driving Unprecedented Revenue Growth in ISMEA\\\\n•Spearheading Customs Clearance, Regulatory Affairs, People Management, Coaching, and Revenue Management for 70+ countries in the ISMEA region, delivering exceptional customs clearance experiences to external customers.\\\\n•Achieved global recognition as #1 in service, compliance, and financial KPIs in 2022, showcasing a relentless commitment to excellence\\\\n•Implemented a transformative Cross Functional Coaching program, positioning UPS as a trusted Customs Brokerage partner and doubling cross-functional engagement. Within just 3 months, improved first call customer resolution by an impressive 18%\\\\n•Forged unbreakable partnerships between UPS and Customs across ISMEA, propelling the successful implementation of the Customs Engagement Program and garnering coveted commendations from customs authorities. Celebrated International Customs Day and International Women\'s Day together, fostering stronger alliances.\\\\n•Deployed an Innovative Employee Recognition Program, effectively celebrating outstanding performance and significantly boosting employee retention.\\\\n•Ensured an exceptional level of Health, Wellness, and Safety compliance, achieving an impressive rate of 99.48% in the ISMEA region during Q1\\\\n•Led an innovative project revolutionizing in-house operations, yielding annual cost savings of $2.7 million by minimizing external broker payments\\\\n•Accelerated revenue growth for the ASC Partner Network, driving remarkable results with a 100% increase in ReUnion and a staggering 500% growth in Bangladesh during Q1 \'23\\\\n•Exceeded Q1 revenue targets by an outstanding 109%, while maintaining costs below plan and achieving a healthy profit margin of 119.7%\\\\n•Achieved a remarkable 96% reduction in revenue leakage in South Africa within a span of 6 months, effectively minimizing bad debts from $100k to a mere $4k, showcasing strong financial acumen and risk management skills\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n

Education

• National Institute of Sales Sparta Ltd. , NIS ACADEMY

  Post Graduate Diploma

  2000 — 2002

• Symbiosis Institute of Management Studies

  PGDBA

  2005 — 2007