Bhawna Saini
Building Customer Experience at Sparsa Digital
- Role
- Customer Experience Manager at Sparsa Digital Pvt. Ltd.
- Location
- Gurugram, IN
- LinkedIn followers
- 500 followers
About Bhawna Saini
Customer-focused program manager with over 7 years of experience in strategic planning, CX operations, and cross-functional execution. Skilled in partnering with Product, Marketing, and Ops to embed CX across all touchpoints. Brings data-driven approach using advanced Excel for insights and continuous improvement. Recognized for delivering results with structure, empathy, and speed.
Experience
Customer Experience Manager
Oct 2024 — Present · Gurugram, IN
Designed and implemented end-to-end client experience processes,aligning with stakeholder expectations, resulting in a 50% reduction incustomer escalations within the first quarter.•Proactively build and implement strategies to prevent customerescalations, ensuring smoother client journeys, and reducing supportoverhead.•Led cross-functional teams to develop and standardize operationalworkflows, enhancing consistency and accountability across touchpoints,directly improving client satisfaction scores (CSAT) by 80%.•Established a proactive escalation management framework, reducingaverage resolution time by 40% and significantly improving the first-timeresolution rate.•Partnered with key clients to gather feedback and customize operationalprocesses, ensuring solutions were tailored to specific business needs,and fostering long-term client trust.•Monitored KPIs and implemented continuous improvement initiatives,using data-driven insights to optimize service delivery and reduce repeatissues, supporting a culture of excellence and ownership.•Collaborate closely with the Product team to drive impactful appimprovements based on user insights and operational feedback.•Own the organization\'s Net Promoter Score (NPS)—conduct root causeanalyses to understand detractor sentiment, and lead programmaticsolutions to improve scores.•Design and implement new workflows, SOPs, and cross-functional teamsprograms that enhance service delivery and clinic efficiency.•Use advanced Excel skills regularly for reporting, data visualization, and rootcause analysis, and program tracking to ensure data-backed decisionmaking
Education
Indira Gandhi National Open University
Bachelor's degree
2020 — 2023
Nk bagrodia public school
12th Pass
2003 — 2018
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