---
title: "Bhupendro Sinha - Team Lead in Shahadara | Tal"
description: "Meet Bhupendro Sinha, Customer Operations Leader | Team Management | Escalation & CX Specialist | Process Improvement | FRT • ART • CSAT based in Shahadara."
image: "https://tal.club/meet/bhupendro-sinha/share-image"
---

# Bhupendro Sinha on Tal

## Headline

Customer Operations Leader \| Team Management \| Escalation & CX Specialist \| Process Improvement \| FRT • ART • CSAT

## About

Customer Operations and Support professional with 6\+ years of experience driving customer experience, process optimization, team leadership, and operational excellence across e\-commerce, fintech, and consumer electronics industries\. Over the course of my career, I have built expertise in managing high\-volume customer operations, handling critical escalations, leading teams, and creating scalable support processes that improve both customer satisfaction and business performance\. Key highlights: • Improved first\-time pickup success rate from 60% to 80% • Increased customer satisfaction score from 84% to 91% • Cleared 7,000 pending customer emails within 12 days • Improved Amazon product ratings from 2\.6 to 3\.8 • Led 10,000\+ customer logistics operations • Built and scaled support processes including ONDC operations Currently exploring opportunities in Operations, Customer Experience, Team Leadership and Process Excellence\.

## Location

Shahadara

## Work experience

Team Lead at Layers, Dec 2024 \- Present · 1 yr 7 mos, Delhi, India, • Led a 7\-member Customer Experience Team at Layers, focusing on enhancing customer interactions\. • Developed comprehensive Standard Operating Procedures \(SOPs\) to streamline support processes\. • Implemented proactive response strategies, significantly improving customer satisfaction and team performance\. • Own FRT, ART, productivity and CSAT metrics • Cleared 7,000 pending emails within 12 days • Improved Amazon ratings from 2\.6 to 3\.8 • Collected and analyzed 3,000\+ customer feedback responses • Led 10,000\+ customer logistics operations

Senior Customer Service Executive at SBI Card, Apr 2025 \- Dec 2025 · 9 mos, Gurugram, Haryana, India, • Managed inbound customer calls, addressing credit card inquiries including statements, chargebacks, and fraud confirmations\. • Assisted customers in revoking cards to prevent unauthorized transactions while promoting additional products like personal loans and EMI options\. • Developed strong communication and problem\-solving skills, enhancing customer satisfaction and loyalty at SBI Card\. • Handled customer escalations and performed root cause analysis for process improvement\.

Senior Customer Service Executive at Snapdeal \| AceVector Group, Oct 2023 \- Apr 2024 · 7 mos, Gurugram, Haryana, India, • Developed strong client relationships by delivering exceptional product information and after\-sale services\. • Coordinated with management to enhance customer experience and resolve critical client issues via social media and LinkedIn\. • Managed social media and grievance escalations, leading ONDC complaint operations\. • Built KPI tracking workflows • Trained team members

Senior Customer Service Associate at Noise, Jun 2021 \- Oct 2023 · 2 yrs 5 mos, Gurugram, Haryana, India, • Developed strong relationships with clients through effective communication and personalized service\. • Provided comprehensive product information and after\-sale support to enhance customer satisfaction\. • Coordinated with management to continuously improve customer experience and exceed performance targets\. • Successfully managed inquiries from critical clients via LinkedIn, social media, and other platforms\. • Improved pickup success rate from 60% to 80% • Expanded Tier 2/3/4 service coverage • Improved CSAT from 84% to 91% • Implemented QC processes

Sales Associate at Equitas Small Finance Bank, Feb 2020 \- Jan 2021 · 1 yr, Delhi, India, • Developed strong relationships with clients through personal contacts, meetings, and effective communication\. • Provided detailed product information to customers, facilitating successful sales and cross\-selling opportunities\. • Coordinated with management to achieve sales targets while consistently reviewing performance to exceed expectations\.

## Education

Master of Business Administration, Data Science, Manipal University Jaipur

Master's degree, Business/Commerce, General, Indira Gandhi National Open University

[View the original profile](https://tal.club/meet/bhupendro-sinha)

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