Gaurav Sharma
CX Transformation Manager | Automation, GenAI, UAT & Operations Excellence
Gurgaon
Summary
Curious about the “Whys?” and interested in the root causes. I am corporate geek with 13 years of experience and totally enjoying it. Major domains that I have served in are team management, BOT (AI) & process automation, data analysis, operations & reporting, People Management, CX platform & queries, customer engagements via platform & campaigns, customer relationship management (CRM), NPS (Net promoter score) & training's. A Natural leader, experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency, and customer satisfaction.
Overview
13
13
years of professional experience
7
7
Certifications
2
2
Languages
Work History
Operations Manager
Capgemini Technology Services
06.2025 - Current
- Led CX automation and GenAI initiatives, reducing manual workloads and enhancing multi-channel service efficiency across global clients (U.S., LATAM, Canada).
- Owned end-to-end UAT strategy for Spam Deflection and Agent Assist on Salesforce, and internal AI tools, and delivered 100% on-time execution with zero critical-severity defects at go-live.
- Drove pilot readiness by aligning product, QA, operations, and engineering teams, ensuring zero-escalation launches across regions.
- Cut issue resolution time by 15% by identifying system gaps, raising JIRA improvements, validating fixes, and coordinating retesting cycles.
- Built detailed documentation, UAT trackers, SOPs, and clarification logs, standardized across TIO (Transformation Innovation Office), for faster project onboarding.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
Customer Experience Manager
Urbanic
01.2022 - 06.2025
- Led end-to-end CX transformation across email, chat, and social, implementing AI workflows and automation that reduced manual workload by 30% and improved response SLAs across chat and email.
- Drove improvements in key customer metrics, increased NPS by over 12 points, improved CSAT by 22%, and raised First-Contact Resolution (FCR) by 28% through VOC-driven product fixes and journey optimization.
- Built and led a CX Automation and Insights team, driving chatbots enhancements and self-service flows that delivered up to 40% chat deflection during high-volume periods.
- Designed automation flows in Verloop and Freshdesk to streamline chat routing, reducing average handling time (AHT) by 15–20%, and improving SLA adherence from 82% to 97%.
- Designed weekly dashboards (SLA, AHT, backlog, NPS, VOC, breakage/damage trends), supporting leadership with data that drove three major process changes.
- Managed vendor teams (L1) handling approximately 25,000 monthly tickets, and improved quality compliance from 57% to 82% through structured audits, coaching, and governance reviews.
Manager: Customer Service
Bijak
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
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
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
12.2012 - 03.2015
- I was dealing with flight, hotel, car, and package sales queries.
- Assisting customers with their reservations and cancellations against their bookings.
- The project was pre-sales and after-sales, and it needs to achieve weekly targets.
Education
High School Diploma -
04.2001 -
Skills
People management
Quality Control and Training
Bot and process automation
NPS (Net Promoter Score)
Data, report, and analysis
Client satisfaction focus
Analytical Multitasking
CRM software proficiency
Process optimization
Vendor Management
Certification
Pursuing - (MIT) No Code AI and Machine Learning
Timeline
Pursuing - (MIT) No Code AI and Machine Learning
11-2025
Pursuing- Business Analytics Certification (Advanced Excel, SQL, Tableau, Power BI & Python)
10-2025
Getting Started with Agentic AI (Great Learning)
09-2025
Operations Manager - Capgemini Technology Services
06.2025 - Current
Customer Experience Manager - Urbanic
01.2022 - 06.2025
CS Foundations (LinkedIn)
08-2020
Listening to Customers (LinkedIn)
08-2020
Communication with Empathy (LinkedIn)
08-2020
Manager: Customer Service - Bijak
04.2020 - 12.2021
Lean Six Sigma Green Belt Executive (Henry Harwin)
03-2019
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
GAV Sr. Sec School - High School Diploma,
04.2001 -