Shahid Bhat
Business Manager | Customer Experience & Contact Operations at Bharti Airtel Limited | | MBA IIM-Jammu | CSSBB
- Role
- Business Manager at Airtel Business
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Shahid Bhat
Giving customers a great experience in tele media, tele communication and information…
Experience
Business Manager
Jul 2024 — Present · Gurugram, IN
Driving Exceptional Customer Experiences at AirtelLeading customer lifecycle management across Airtel’s diverse verticals—Postpaid, Prepaid, DTH, Broadband, and Fiber—delivering seamless and best-in-class service experiences.Key focus areas: Driving Cross-Sell initiatives and digital adoption Enhancing NPS, reducing CHURN and repeat contacts Strengthening SLAs and minimizing customer interactions via intuitive journeysCurrently managing a dynamic team of 300+ Service Advisors and Relationship Managers across Airtel contact centers.Proficient in scaling large teams, partner, and vendor management. Accountable for overall team performance—including goal setting, manpower planning, training, quality assurance, and attrition control—while optimizing cost per contact (CPC/CoPC) through effective strategies.Always passionate about transforming customer service into meaningful engagement.
Education
Guru Jambheshwar University of Science and Technology (GJUST), Hisar
Bachelor of Mass Communication, Mass Communication/Media Studies
SP higher secondary
Arts, Entertainment, and Media Management
2001 — 2003
Indian Institute of Management Jammu
Executive Master of Business Administration - MBA, Business Administration and Management, General
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