Gaurav Sharma Email & Phone Number

Gurugram, Haryana, India

As a Customer Experience Expert and a certified Lean Six Sigma Green Belt (LSSGB), I deliver a seamless onboarding experience. I also support customers in designing roadmaps, exploring growth options, and defining milestones as they leverage our services.With a passion for innovation, I manage a large portfolio of accounts, engaging with customers through inbound and outbound channels. I proactively coordinate customer interactions, identifying needs, challenges, and opportunities for enhanced engagement. With a collaborative mindset, I analyze data signals to drive growth, facilitate feature adoption(SaaS), and maximize customer satisfaction. My work includes designing persuasive presentations and organizing enablement sessions to deepen product understanding and adoption.My entrepreneurial mindset and analytical approach enable me to adapt to new challenges while building efficient, scalable processes. I take ownership of customer issues, following each case through to resolution while collaborating with cross-functional teams to ensure the successful implementation of solutions.Key responsibilities include: - Developing customer success strategies to ensure a smooth onboarding process and value realization - Engaging a broad customer base, identifying key success criteria and potential challenges, and proactively addressing them - Leading enablement sessions and customer meetings to drive product adoption and minimize churn risk - Developing a customer-centric culture by working closely with team members and leveraging product insights for continuous improvement - Contributing to building scalable processes and best practices for MAWW’s Customer Success Organization

Noida, Uttar Pradesh, India

Celebs Management | Events ⦿ Spearheaded event planning and execution, securing venues from Delhi Government and partnering with food and beverage vendors. ⦿ Established partnerships with investors, including Omaxe Group, to support event initiatives. ⦿ Collaborated with DJs, event organizers, and celebrity managers to coordinate successful events. ⦿ Led the planning and execution of Tri-City Tours and other initiatives, contributing to the success of celebrities.

Noida, Uttar Pradesh, India

Aimshala (Ed-tech - Upskilling | Education Abroad) ⦿ Co-created Aimshala, an initiative aimed at empowering individuals with knowledge and skills for profitable and scalable small businesses. ⦿ Led productization efforts from inception, including team building, market research, and product positioning strategies. ⦿ Oversaw the development of Aimshala's flagship product, a Psychometric Test, from concept to market testing and proof of concept (POC). ⦿ Developed sales Standard Operating Procedures (SOPs) for online and offline counselors, as well as teacher teams. ⦿ Conducted training for newly onboarded team members, focusing on product knowledge and customer experience enhancement. ⦿ Established and trained a collections team, enhancing their efficiency through cross-training in sales techniques. ⦿ Led training sessions for Business Development Managers (BDMs) on growth and expansion strategies.

Gurugram, Haryana, India

After the successful delivery of a high cost saving project for Palace on Wheels - IRCTC, I had the honor of collaborating with Hoteltale on a pivotal project, where I contributed to project planning and spearheaded the creation of a compelling proposal targeted at government officials, investors, politically influential stakeholders, and representatives from the state tourism department and bureaucrats. The proposal outlined an ambitious vision for a sprawling eco-friendly venture spanning 200 acres of pristine land. Our objective was to foster a profound connection with nature, offering visitors an immersive and sustainable experience. With a focus on minimal concretization and innovative technological solutions, our proposal aimed to safeguard the natural environment while promoting long-term ecological harmony for generations to come.The project was a success in terms of raising execution funding and getting govt. approvals.

Bangalore Urban, Karnataka, India

Manager - Genpact | Ops. Manager - Meta | EMEA, APAC, AMER & LADAs the Operations Manager at Meta, I led a team of 7 managers specializing in AML and KYC domains. I worked with a network of stakeholders across global vendor partners to establish and optimize critical operational teams. My role involved pinpointing and resolving technical issues faced by Meta’s global users onboarding as Charity, ensuring enhanced due diligence across AML and KYC functions.I conducted C-Level presentations, effectively engaging with leadership teams from organizations such as AMLRS, PwC, Deloitte, Meta, and Accenture. Through these strategic collaborations, my team and I identified opportunities for operational improvement, contributing significantly to Meta’s Enhanced Due Diligence processes.Beyond technical expertise, my focus on team building and structured process development played a vital role in refining operational health across Meta’s business verticals. My team’s dedication and domain expertise helped elevate Meta’s industry standing, reinforcing our commitment to compliance excellence and innovation.Key Achievements:- Process Improvement Initiatives: Drove Enhanced Due Diligence improvements by identifying and highlighting system bugs and optimizing AML/KYC processes to reinforce compliance and delivered $1.01m 2021 OpEx benefit.- Leadership and Team Development: Successfully led and mentored a team of 7 managers, fostering cross-functional collaboration and high-impact initiatives.- Stakeholder Engagement: Conducted high-level presentations with top industry organizations, influencing decision-making and strategic direction.- Operational Insight Delivery: Provided actionable business insights across verticals, contributing to operational excellence and strengthening Meta’s competitive position.

Gurugram, Haryana, India

Assistant Manager - Genpact | Business Analyst - Panasonic & Walmart Inc. | United StatesAs a Business Analyst in the vintage deductions process for Panasonic at Genpact, I led the development of an advanced analytical procedure to identify and recover high-value transactions written off over the previous five years. My strategic approach enabled the vendor deductions team to recover over $80,000 from key clients like Costco and Walmart Inc.To further strengthen relationships with Walmart Inc., I co-developed a dynamic discounting system on SAP ERP integrated with Salesforce CRM. This system facilitated future discount adjustments, achieving a seamless recovery. Leveraging Lean Six Sigma principles, the project’s success was instrumental in renewing and extending key client-vendor contracts, fostering enhanced trust and long-term collaboration between Genpact and Panasonic.

Gurugram, Haryana, India

Assistant Manager - Genpact | WBS Pricing - AB InBev | AustraliaI led a team of four in managing New Customer Accounts and Pricing for Anheuser Busch InBev (AB InBev) Australia. My primary responsibilities included setting up new customer accounts and ensuring accurate pricing, where I introduced global best practices that enhanced efficiency and minimized errors.Through Lean Six Sigma implementation, I reduced the setup time for new accounts from 7 days to under 48 hours and minimized customer pricing errors to below 0.17% of invoices. These achievements contributed to establishing a benchmark for efficiency and quality in AB InBev’s global operations.

Gurugram, Haryana, India

Management Trainee - Genpact | EXIM Co-ordinator - Carlton & United Breweries | AustraliaAs a Management Trainee with Genpact, I was entrusted with high-impact transitions and process optimizations within the supply chain domain for Carlton & United Breweries (SAB Miller). I successfully transitioned roles like Export Coordinator, Import Coordinator, and INCO Expert for an EXIM Business, helping secure the critical 'License to Operate' and setting up a solid foundation for business continuity.Acting Team Lead Role - New Accounts Creation TeamMy expertise in managing and streamlining transitions led to further assignments, including the seamless integration of new vendor accounts in SAP ERP as the ATL, where I worked closely with credit management teams dealing with third-party credit rating agencies. In Q3 2017, I spearheaded an LSSGB project by merging Credit Management and New Accounts Creation operations, reducing the New Accounts Creation SLA from 7 calendar days to just 48 clock hours—a milestone that resulted in cost savings and enhanced operational efficiency by eliminating the need for four additional RGFTEs.

Gurgaon, India

Process Developer - Genpact | Sr. Customer Care Support Analyst - GE Money | AustraliaWith a proven track record in business process management, customer satisfaction, and quality enhancement, I transitioned from IBM Daksh (now Concentrix) to Genpact in October 2013. I joined there as a Process Developer, serving an esteemed Australian financial institution in a credit card support vertical.Notably, in February 2014, I achieved a business NPS score of +82. —a clear testament to our successful client engagement and satisfaction initiatives.Through effective communication and tailored skills development strategies, my approach was recognized and replicated across offshore and onshore teams, driving quality improvements and operational excellence. My commitment to stakeholder alignment and process refinement led me to a management trainee position and respective role, marking my entry into middle management and furthering my impact on business operations at Genpact.

Gurgaon, Haryana, India

Sr. Customer Care Executive – Intuit | United StatesExperienced in customer care, I progressed within IBM Daksh from a Customer Care Analyst for Virgin Media to a Senior Customer Care Executive in SaaS sales, eventually transitioning to support Intuit's Quickbook, a leading enterprise accounting software. This role marked my introduction to the B2B SaaS environment, where I developed critical skills in upselling, cross-selling, and managing enterprise client relationships.During my career with IBM Daksh, I built expertise in customer support. I grew in my understanding of SaaS support and sales strategies, creating a foundation for my future roles in business communications and client success.

Gurgaon, Haryana, India

Customer Care Analyst – Virgin Media | United KingdomResults-driven Communications Coach and Academic Tutor turned Customer Care Analyst with a foundation in teaching and a demonstrated track record of excellence in client-focused tech support.While completing my B.Sc. at Jiwaji University, I secured a position with IBM Daksh through campus placement in 2007, quickly establishing my credibility in a challenging tech support role for Virgin Media. Exceeding client expectations consistently over six months, I achieved permanent employee status and earned recognition, including the Shining Star and ANGAD awards for exemplary service.With a commitment to delivering top-tier customer care, I developed valuable skills in client management, problem-solving, and performance consistency over my 2+ years with Virgin Media. This journey enabled me to gain comprehensive experience and advance within the organization, building a solid foundation for my professional growth.

Gwalior, Madhya Pradesh, India

Communications Coach and Academic TutorHome Tuition Group | Gwalior, IndiaWhile pursuing my B.Sc. at Jiwaji University, I worked as a Communications Coach and Academic Tutor with Home Tuition Group. Over three years, I delivered personalized tutoring in language and academic subjects, enhancing students’ proficiency in English and academic performance. This position developed my skills in instruction, student engagement, and curriculum development while providing hands-on experience in coaching and education.My role enabled me to achieve early professional growth, build confidence, and balance academic and work commitments. This experience helped solidify my commitment to effective communication and teaching methodologies, preparing me for client-facing roles and strengthening my interpersonal skills.

Bombay, Maharashtra, India

Internship in Music Production – T-SeriesAfter completing my higher secondary education, I pursued my passion for music by moving to Bombay to gain industry experience at T-Series. This invaluable internship introduced me to the intricacies of music production. I learned the fundamentals of recording, editing, and mastering tracks, ensuring each piece was polished for release.During this time, I had the privilege to work under the guidance of accomplished music professionals like Mr. Harry Anand and Meet Bros. Observing live recording sessions and understanding the creative and technical aspects of music production firsthand was inspiring and deeply enriching.This early experience strengthened my foundational skills in collaboration, precision, and the importance of creativity in professional settings.

Bachelor Of Science - Bs, Mathematics, 2Nd Division

Activities and Societies: Music & AthleticsBachelor of Science (B.Sc) – Jiwaji University, Gwalior Academics were often challenging.

Higher Secondary, Physics | Chemistry | Mathematics, 1St Division

Activities and Societies: Music and AthleticsMy school years were filled with experiences that nurtured my leadership and teamwork skills..