Neha Bhandari
Customer Experience Manager | Founding Member at Probo | Ex-UC
- Role
- Customer Experience Manager at Probo
- Location
- New Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Neha Bhandari
Customer Experience & Operations leader with 10+ years of experience building and scaling CX across Logistics, Recommerce, Consumer Services, and the Game of Skills sector.Founding Member at Probo, where I built the Customer Delight function from scratch and managed escalations, Trust & Safety, fraud disputes, and CX operations.Previously built the Incident Response foundation at Urban Company and managed operations at Cashify and Delhivery.Skilled in CX operations, Trust & Safety, fraud resolution, chargebacks, and process optimization.Passionate about building scalable CX systems and delivering data-driven, empathetic customer experiences.
Experience
Customer Experience Manager
Aug 2021 — Present · Gurugram, IN
Built and scaled Customer Delight, Trust & Safety, and fraud operations from 0 to scale.Founding member who built the Customer Delight function from scratch and scaled multi-channel CX operations across in-app, WhatsApp, and social media, leading a 10+ in-house and 15+ outsourced team.Led CX teams, improving NPS from -22 to +9 and reducing First Response Time from ~18 minutes to under 5 minutes through process and outsourcing optimization.Managed 4,600+ fraud disputes and chargebacks across multiple payment gateways, saving ~₹1.22 crore through timely resolution and risk mitigation.Built Trust & Safety workflows and CX automation frameworks with Product and Tech teams, reducing Contact Rate from 2.19% to 0.37%.Developed SQL-based dashboards for agent productivity, SLA tracking, DoD metrics, and quality audits; integrated Freshdesk and Ameyo tools to streamline workflows and performance management.
Education
Amity University
Master of Business Administration - MBA, Accounting and Finance
2019 — 2021
Delhi University
Bachelor of Commerce - BCom, Business/Commerce, General
2014 — 2017
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