Summary
Overview
Work History
Education
Skills
Languages
Certification
Interests
Languages
Timeline
Generic
Gaurav Sharma

Gaurav Sharma

Gurgaon

Summary

Curious about the “Whys?” and interested in the root causes. I am corporate geek with 10+ years of experience and totally enjoying it. Major domains that I have served in are team management, BOT (AI) & process automation, data analysis & reporting, CX platform & queries, customer engagements via platform & campaigns, customer relationship management (CRM), NPS (Net promoter score) & training's. A Natural team leader, experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency, and customer satisfaction.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Experience Manager

Uranic
Gurgaon
01.2022 - Current
  • I spearhead initiatives to enhance CX automation, enabling faster resolution of customer queries as well as continual improvement in NPS and CSAT scores.
  • My goal is to reduce customer queries as much as possible by ensuring the root causes are fixed at the product level. Process development and enhancement via VOC, research, and analysis for the team.
  • I have built a small team around the implementation of automation technologies leveraging AI, tracking NPS scores, surveys, and feedback loops.
  • Ensuring cross-functional connections and build-ups for team management.
  • Research on chat automation, BOT enhancements, and process automation design/flow to ease up chat handling and maintain SLAs for the users.
  • Drive key operational and customer service metrics consistently with cost, quality, and efficiency management to achieve operations SLAs.
  • I am familiar with CRMs, with previous experience in Salesforce, Zendesk, Zoho, Freshdesk, Message Bird, Verloop and Kapture.

Manager: Customer Service

Bijak
Gurgaon
04.2020 - 12.2021
  • Built complete Customer Service from scratch: Improved customer service and the experience of the existing customers.
  • Efficiently derived the end-to-end Service Center operations, which include process development, people engagement, and processes.
  • People and Team Management: Deliver constructive feedback that leads to positive change, make comments specific and actionable. Offer recommendations and guidance to team members.
  • I assessed and introduced new CX and social media tools for the ticketing system, email handling, chat, and phone support, aiming to optimize customer interactions and support channels.
  • I am familiar with CRMs, with previous experience of Salesforce, Zendesk, Zoho, and Kapture.

Customer Service Account Manager

Club Factory
Gurgaon
11.2018 - 04.2020
  • I manage outsourced vendors, driving them to achieve high-performance levels aligned with customer-centric goals.
  • I collaborate with global teams to enhance product features and meet evolving customer needs.
  • My aim was to reduce customer queries by addressing root causes at the product level, enhancing the overall experience.
  • I was focused on improving our Net Promoter Score (NPS) to boost customer loyalty and satisfaction.
  • Weekly meetings with Process Excellence Team, Managers (Tech / Non-Tech), Quality Analyst Team & Vendors to make the process smooth and easier for CF consumers.

Team Coach: Customer Delight

Goibibo
Gurgaon
04.2015 - 12.2017
  • I was Managing a team of 18 people to ensure smooth operations and fulfillment of their KRAs.
  • I was taking care of the High-End Escalations which were marked to CEO, Management, Consumer & Legal Forums. Also handled customer disputes on Twitter, Facebook and other social platforms.
  • Tracking and Reporting Records for Escalation response and closure SLAs.
  • Imparting Process Knowledge Training to New Joiners and Existing Staff.

Process Associate

InterGlobe Technologies
Gurgaon
12.2012 - 03.2015
  • I was dealing with Flights/ Hotel/ Car/ Packages sales query.
  • Assisting customers with the reservations and cancellations against their bookings.
  • The project was Pre-sales and after-sales and need to achieve weekly targets.


Education

Higher Secondary School Kangra - Science (PCM)

GAV Sr. Sec School
Kangra (Himachal Pradesh)
06-2013

Skills

  • People Management
  • Quality Control & Training
  • Bot and Process Automation
  • NPS (Net Promoter Score)
  • Data, Report and Analysis
  • CRM
  • Customer Experience
  • Analytical problem solver
  • Root Cause Analysis
  • Multitasking

Languages

  • English
  • Hindi

Certification

  • Lean Six Sigma Green Belt Executive (Henry Harwin)
  • Communication with Empathy (LinkedIn)
  • CX: Journey Mapping (LinkedIn)
  • CS Foundations (LinkedIn)
  • Listening to Customers (LinkedIn)
  • Perusing - Business Analytics Certification

Interests

  • Hosting and facilitation
  • Loves to cook
  • Curiosity for the "Whys"!

Languages

Hindi
First Language
English
Advanced (C1)
C1

Timeline

Customer Experience Manager

Uranic
01.2022 - Current

Manager: Customer Service

Bijak
04.2020 - 12.2021

Customer Service Account Manager

Club Factory
11.2018 - 04.2020

Team Coach: Customer Delight

Goibibo
04.2015 - 12.2017

Process Associate

InterGlobe Technologies
12.2012 - 03.2015

Higher Secondary School Kangra - Science (PCM)

GAV Sr. Sec School

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Gaurav Sharma