Open to opportunities

Bharti Chauhan

@bhartichauhan

Customer service operations leader with 14+ years driving partner management, SLA/CSAT performance, and conflict resolution.

India

Message

What I'm looking for

I’m looking for a dynamic organization where I can lead customer service and service success, drive KPI/SLA performance, and strengthen channel-partner and customer relationships through data-backed improvements and conflict-resilient leadership.

I’m a customer service operations leader with 14+ years in the Medical, IVD, and Life Sciences space. I thrive on building strong customer relationships, resolving complex escalations, and delivering service outcomes that strengthen long-term trust.

At HORIBA India, I lead service partner and customer service & success operations—monitoring KPIs, revenue, and SLA compliance while supporting secondary sales growth. I motivate and lead teams (including 4–5 service representatives and a team of 10 telemarketing agents), strengthen onboarding and training, and manage performance reporting across service and sales data.

I’m hands-on with CRM and service execution—working with SAP CRM, implementing CRM improvements (including a project with Kapture & Genesys), and using metrics like CSAT, NPS, and CES to guide continuous improvements. I bring a results-driven, calm-under-pressure approach to negotiation, conflict resolution, partner agreements, and process improvement.

Experience

Work history, roles, and key accomplishments

Current

Service Partner Team Lead

Current

HORIBA India Pvt. Ltd.

Jul 2025 - Present (1 year)

Leads service partner and customer support operations, managing CRM/customer support tools and supporting secondary sales growth. Monitors KPIs, revenue, partner intelligence, and ensures SLA compliance.

CRM Customer Support Management Channel Partner Management KPI Tracking Strategic Planning Revenue Generation SLA Compliance

Current

Customer Service & Success Team Lead

Current

HORIBA India Pvt. Ltd.

Mar 2016 - Present (10 years 4 months)

Leads a team of service representatives to deliver customer service targets and guidance/training. Manages SAP CRM service support operations and tracks customer experience metrics such as CSAT, NPS, and CES.

Team Leadership People Management SAP CRM Customer Service Operations Service Support Customer Delight Index CSAT NPS CES Customer Relationship Management Escalation Management

Team Lead, B&H Service Ops

HORIBA India CPM India-Agilent Technologies

Oct 2012 - Feb 2016 (3 years 4 months)

Leads business and service operations for the B&H segment, including escalations, process SOPs, onboarding training, and quality checks. Manages customer master data governance and supports vendor master data setup and governance.

Escalation Management SOPs Quality Management SAP CRM SAP ECC MDG SFDC Vendor Management Vendor Master Data SOX Spare Audit Invoicing

Industrial training (College)

Common Effluent Treatment Plant (CETP) Mayapuri

Jun 2011 - Aug 2011 (2 months)

Completed industrial training in effluent treatment at a common effluent treatment plant. Conducted qualification and monitoring as part of training activities.

CETP Operations Qualification and Monitoring

Industrial training (College)

Clone Gen Biotechnology Pvt. Ltd.

Jun 2010 - Jul 2010 (1 month)

Completed industrial training focused on molecular biology, microbiology, and chromatography. Worked on projects involving chemical/analysis work and SAP CRM operations.

Molecular Biology Microbiology Chromatography SAP CRM