Summary
Overview
Work History
Education
Skills
Certification
Interests
Disclaimer
Timeline
Generic

GAURAV SHARMA

Lead- Operations
Jaipur

Summary

Seasoned professional with over 6 years of experience in diverse multi-cultured community and direct-to-consumer retail industries. Specializing in business-to-business sales, digital marketing, and cross-functional operations. Track record of enhancing marketing and operational achievements through strategic advertising and exceptional customer service. Recognized for resourcefulness, hands-on problem-solving skills, and commitment to delivering results with integrity and teamwork.

Overview

7
7
years of professional experience
2014
2014
years of post-secondary education
3
3
Certifications
2
2
Languages

Work History

Business Operations Lead

Anu Merton Private Limited
12.2024 - 06.2025
  • Company Overview: Handcrafted Indian jewelry.
  • Spearheaded end-to-end operations, including logistics coordination, returns, vendor onboarding, packaging, and quality assurance.
  • Managed customer experience, resolving escalations across WhatsApp (WATI), email (Freshdesk), and social media, ensuring high CSAT.
  • Executed and monitored Meta Ads campaigns (Facebook & Instagram), coordinated creative briefs, tracked ROAS, and refined targeting strategies.
  • Reviewed website performance using Google PageSpeed Insights, raised tech bugs via Unifize, and coordinated with devs for resolution.
  • Maintained product listings, styling, and order reviews using WordPress, Luigi's Box, and Zoho Inventory.
  • Handled inbound/outbound customer calls using Exotel; oversaw daily shipment and returns via Eshipz and Vamaship.
  • Collected post-order feedback and customer reviews to improve service delivery and product quality.
  • Handcrafted Indian jewelry
  • Tools & Platforms Used: Meta Ads Manager, WATI, Freshdesk, Mailchimp, Metorik, Unifize, Zoho Inventory, Zoho Analytics, Eshipz, Vamaship, WordPress, Luigi's Box, Google Sheets, GTM, Exotel, Loom, woo commerce

Sr. Inside Sales Analyst - Google Ads

Accenture
06.2023 - 03.2024
  • Managed a diverse portfolio of medium-size businesses, leveraging expertise in Google Ads and led Google Meet consultations to pitch customized advertising strategies.
  • Conducted in-depth assessments using BANT methodology to identify client needs and deliver tailored solutions.
  • Implemented strategic sales tactics, including cold-calling within the assigned client base to generate growth and maximize return on investment.
  • Provided personalized consultations to clients, offering strategic advice to optimize their advertising investments and achieve desired outcomes.
  • Collaborated closely with the cross teams to streamline workflows, prioritize tasks, and ensure accountability in meeting or exceeding sales goals while delivering exceptional customer experiences.
  • Developed strong relationships with clients, ensuring their needs were met and promoting repeat business.
  • Utilized CRM systems to manage client interactions, track progress, and drive productivity.
  • Demonstrated flexibility in adapting to changing duties and assignments based on customer needs and business incentives, consistently maintaining a strong work ethic and effective time management skills.

Operations Lead

Concentrix
03.2021 - 05.2023


  • Proactively contributed to Knowledge Base (KB) updates, ensuring accurate and up-to-date information for the team.
  • Provided expert support on the floor for Performance Improvement Plan (PIP) outliers, ensuring targeted assistance for enhanced performance and adherence.
  • Led and managed a team, resolving issues and ensuring smooth operations.
  • Managed day-to-day team activities, handling escalations, and delegating tasks effectively.
  • Contributed innovative ideas in brainstorming sessions, preparing business correspondence.
  • Led project teams through all phases of implementation, from initial planning to final execution, ensuring successful completion within defined timelines.
  • Utilized data-driven insights to inform decision-making processes regarding resource allocation or process improvements within the operations department.
  • Planned operations and activities, and led projects (OMP)
  • Effectively managed multiple client inquiries and internal projects simultaneously, meeting or exceeding all deadlines.
  • Delivered energetic customer service, prioritizing customer needs and recommending optimal products.

Senior Customer Service Representative

Concentrix
02.2020 - 03.2021
  • Commenced my career in new location as a Customer Service Representative, demonstrating a commitment to delivering exceptional service.
  • Effectively managed a diverse range of Customer queries through email, chat, inbound, and outbound channels from international market.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Mentored junior team members, contributing to their professional development and overall team success.
  • Successfully met and exceeded targets set by management, showcasing a proactive approach in maintaining operational efficiency and achieving organizational goals.
  • Demonstrated proficiency in key performance indicators (KPIs) such as Average Handling Time (AHT), Customer Satisfaction (CSAT), Dissatisfaction (DSAT), and production hours, aligning operational strategies with overarching performance metrics.

Selling Partner Support

Teleperformance
09.2018 - 01.2020
  • Kickstarted my journey as a Seller Support Representative, helped SMBs for B2B operations.
  • Effectively managed a diverse range of Sellers queries through email, chat, inbound, and outbound channels, ensuring a seamless and positive customer experience.
  • Dealt with Selling Partners from all the regions APAC, EMEA, US & Canada.
  • Experienced in setting up - Seller Central, changing inventories, updating product detail page, reviewing seller accounts.
  • Supporting payment related issues for cancelled orders and resolved issues between customers and sellers.

Education

HSC -

Tagore Public School
Jaipur, Rajasthan

SSC - undefined

Tagore Public School
Jaipur, Rajasthan

Skills

    Operational efficiency

    Training needs analysis

    Digital marketing management

    E-commerce strategy

    Google analytics

    Campaign planning

    CRM management

    Customer segmentation

    Teamwork and collaboration

    Quality improvement

    People management

Certification

Meta Ads

Interests

Music
Travelling
Podcasts
Sketching

Disclaimer

The particulars given herein above are true to the best of my knowledge. If, in any circumstances any of the above particulars are found to be incorrect or if at any time, any of the material information is found to have concealed, my appointment shall be liable to be terminated without any notice or prior information.

Timeline

Business Operations Lead

Anu Merton Private Limited
12.2024 - 06.2025

Sr. Inside Sales Analyst - Google Ads

Accenture
06.2023 - 03.2024

Operations Lead

Concentrix
03.2021 - 05.2023

Senior Customer Service Representative

Concentrix
02.2020 - 03.2021

Selling Partner Support

Teleperformance
09.2018 - 01.2020

SSC - undefined

Tagore Public School

HSC -

Tagore Public School

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GAURAV SHARMALead- Operations