Prashant Bhardwaj

Background

About Prashant Bhardwaj

I lead Customer Experience and Operations with a control-tower mindset — stitching together people, platforms, and processes to create seamless journeys and scalable systems. With over 9 years in e-commerce operations across brands like Amala Earth, Amazon, and Carrefour UAE (Majid Al Futtaim), I specialize in building and refining post-purchase experiences, seller support ecosystems, and CX automation workflows. At Amala Earth, I currently head Customer Experience, Post-Order Operations, and Seller Services — managing 3PL logistics, CRM tools, vendor SLAs, and high-intent support channels. I work closely with Product, Tech, and CX teams to implement AI-led tools, design SOPs, and streamline issue resolution across the order lifecycle. What I bring to the table: CX & Ops Strategy for scaling D2C/e-commerce brands Root-cause focused resolution design (RCA, tagging, escalation control) SOP frameworks, CRM design, and automation via tools like Shopify, Unicommerce, Limechat Vendor management, 3PL oversight, and post-sale experience mapping Cross-functional collaboration with Tech, WFM, Training & QA teams I believe operational clarity and customer empathy should go hand-in-hand. Whether I’m coaching teams, auditing journeys, or simplifying backend flows — I’m always focused on creating efficient systems that customers never have to notice.