Gautam Barua
Customer Support & Operations Lead
Bangalore
Summary
Dynamic customer service professional with a proven track record in leading teams and optimizing order fulfillment processes. Expertise in managing marketplace sellers, onboarding vendors, and executing product uploads while maintaining accurate inventory on Shopify. Skilled in data extraction and cleansing, ensuring seamless communication with clients and stakeholders to foster strong relationships. Committed to cross-verifying transactions to mitigate errors and prevent fraud, driving operational excellence and enhancing customer satisfaction.
Overview
15
15
years of professional experience
5
5
Languages
Work History
Customer Support & Operations Lead
Discovered.us (Ecommerce)
06.2023 - 05.2025
- Worked with Discovered.us as Customer Support and Operations Lead from June 2018 to May 2025.
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
- Established strong relationships with vendors, negotiating favorable pricing terms without compromising on quality or service levels.
- Managed and allocated staff and material resources to meet production goals.
- Oversaw problem resolution to address barriers to operational efficiency.
- Collaborated with cross-functional teams to achieve company-wide objectives and drive operational excellence.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained database systems to track and analyze operational data.
- Conducted regular reviews of operations and identified areas for improvement.
- Functioning as an independent contributor, managing customer inquiries, tracking shipment statuses, processing cancellations, issuing refunds, and overseeing replacements.
- Collaborating closely with the CEO to comprehend and align with the company’s business objectives.
- Overseeing vendor onboarding and conducting thorough quality checks.
- Engaging with the sales and marketing teams to gather and understand data requirements.
- Supporting the marketing team in executing promotions, advertisements, and campaigns to drive traffic and sales.
- Compiling and delivering daily sales reports.
- Analyzing best-selling products to identify key trends.
- Monitoring the website regularly to ensure optimal performance, preventing downtime, and resolving errors.
- Verifying shipment tracking details to ensure timely updates for placed orders.
- Coordinating with developers to address challenges encountered by sellers during shop setup, product page creation, and visibility issues.
- Managing and responding to negative reviews across social media platforms, and the marketplace.
- Resolving issues faced by sellers in the marketplace, ensuring smooth operations.
- Designing and executing online feedback surveys regarding products and services, which provide valuable insights for continuous improvement.
- Assisting vendors with product listings, and ensuring proper display on the website.
- Monitoring and optimizing product listings to ensure accurate descriptions, competitive pricing, and high-quality images.
- Analyzing customer behavior and feedback to recommend improvements in product offerings and the overall user experience.
- Ensuring compliance with marketplace policies and guidelines, and proactively addressing any potential violations.
- Conducting competitor analysis to stay ahead of market trends, and adjust strategies accordingly.
- Collaborating with the logistics and supply chain teams to improve inventory management and shipping processes.
- Handling vendor relationship management, including troubleshooting, negotiation, and performance reviews.
Sr Executive (Support)
Moringo Organics Pvt Ltd
09.2014 - 04.2018
- Daily team performance report to the Reporting Manager.
- Weekly meeting among the team.
- Tracking and updating the tasks on a daily basis assigned to the customer support team.
- Assisting and training the team in solving cases related to frauds and discrepancies.
- Managing resources for smooth, uninterrupted services to our customers.
- Interacting with overseas clients.
- Coordinating with the admin, logistics, and finance team.
- Enhance customer satisfaction by providing quality work, and meeting deadlines.
- Daily progress report to the manager.
- Managing teams and workflows.
- Conducting induction and product training for new joiners.
- Conducting mystery audits to protect the brand name.
- Assisting and handling compliance-related issues that may affect the brand name.
- Providing customers and distributors with timely updates and status.
- Handling escalations and mentoring the team.
- Understanding the customer’s and distributors' needs and using available resources to achieve exceptional service.
SR Executive – Health Care
Griha Software Technologies Pvt. Ltd, Bangalore
06.2010 - 01.2014
- Client management on the CIV portal and client coordination.
- Sourcing healthcare items, contacting U.S. manufacturers like Johnson & Johnson, Medtronic, etc., and updating the cost to validate the valuation report for the client.
- Receiving the data in a spreadsheet from various departments and areas of a hospital, where the physical inventory is scheduled from the Material Manager, and assigning it to the team.
- Pre-Inventory Process – Data Audit, Sourcing, Cleansing, and Sending Observations to the Client to Understand the Client's Requirements.
- Matched validation – updating and validating UOM, pack, and cost by phone, sourcing from the manufacturer and vendor catalog.
- Preparing data files using MS Access and Excel.
- Daily progress report to the Project Manager.
- Weekly meeting among the team.
- Tracking and updating the tasks on a daily basis assigned to the production team.
- Actively involved in client interaction and providing the necessary plan of action to the team.
- Enhance customer satisfaction by providing quality work, and meeting deadlines.
Education
BBA - Management
Dispur College
Guwahati 04.2001 -
Skills
- Operating System: Windows 2010/2016
- Databases: MS Access 2013
Order fulfillment
Strong team building skills
Operations management
Customer relations
Project management
Performance monitoring
Management
Customer relationship management
Team Training
Inventory coordination
Logistics coordination
Time management abilities
Multitasking
Problem-solving
Team collaboration
Organizational skills
Problem-solving abilities
Team leadership
Excellent communication
Market research
Relationship building
Acknowledgment of customer needs
Disclaimer
I hereby declare that all the information given above is true to the best of my knowledge. Gautam Barua
Timeline
Customer Support & Operations Lead
Discovered.us (Ecommerce)
06.2023 - 05.2025
Sr Executive (Support)
Moringo Organics Pvt Ltd
09.2014 - 04.2018
SR Executive – Health Care
Griha Software Technologies Pvt. Ltd, Bangalore
06.2010 - 01.2014
BBA - Management
Dispur College
04.2001 -
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