Gaurav Bisht
Contact details — on requestProof of Work — on request
Experience
Project Manager
Hygea · Feb 2026 – Present
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Customer Experience Manager
PST Gems Pvt. Ltd. · Aug 2025 – Feb 2026
- Owned end-to-end customer experience across all customer touchpoints.
- Improved NPS, CSAT, CES, customer retention, and repeat purchase metrics.
- Led Omni-channel support operations across Email, Chat, WhatsApp, Social Media and Voice.
- Managed escalations, refunds, replacements and delivery-related issue resolution within SLA.
- Analysed customer feedback, tickets and surveys to identify root causes and implement corrective actions.
- Collaborated with Operations, Product, Marketing and Technology teams to enhance customer journeys.
- Built and tracked CX dashboards covering NPS, CSAT, FRT, TAT, escalations, refunds and retention KPIs.
- Administered and optimized SHOPIFY, Freshdesk, Zendesk, ZOHO, ManyChat CRM platforms.
- Implemented automation, self-service solutions, SOP'S and process optimization initiatives.
- Led, mentored and developed high-performing customer experience teams.
- Improved NPS, CSAT, and overall customer satisfaction through CX initiatives.
- Reduced customer complaints and escalation rates by optimizing support processes.
- Enhanced First Response Time (FRT) and Resolution TAT while maintaining SLA adherence.
- Increased customer retention and repeat purchase rates through proactive customer engagement.
- Improved customer review ratings by driving service quality and continuous process improvements.
- Introduced AI-powered self-service solutions (chat-bots, knowledge base, and automated workflows) such as ZOHO DESK AI (Zia AI), to improve customer experience and reduce support volume.
Customer Experience Manager
PositiveGems · Aug 2025 – Feb 2026
- Customer Experience & Business Operations
- Customer Experience Manager with end-to-end ownership of business processes across customer experience, logistics, CRM, sales operations, and revenue growth.
- I specialize in building systems that scale—translating high-level business objectives into structured workflows, KPIs, and measurable outcomes.
- I've led cross-functional teams spanning customer support, sales operations, business development, and fulfillment, optimizing platforms such as Shopify, Shiprocket, Knowlarity, and CRM/telephony ecosystems to streamline order lifecycle management, improve customer retention, accelerate sales conversion, and strengthen service SLAs.
- My focus is on reducing operational friction, improving turnaround times, driving revenue growth, and protecting margins.
- Core Strengths
- Process design and SOP standardization
- CRM implementation and optimization
- Sales operations & pipeline management
- Business development & strategic partnerships
- Lead generation and conversion optimization
- Customer experience strategy
- Order management & fulfillment operations
- Vendor & 3PL coordination
- KPI tracking, dashboards & performance analytics
- Automation and workflow optimization
- Revenue operations (RevOps)
- Team leadership and capacity planning
- I operate at the intersection of customer experience, sales, and operations—leveraging data, automation, and process excellence to identify growth opportunities, eliminate bottlenecks, improve productivity, and deliver sustainable business outcomes.
- Key Impact Areas:
- Customer retention and lifecycle management
- Sales funnel optimization and revenue growth
- Channel partner and key account management
- Operational efficiency and cost reduction
- Customer satisfaction (CSAT/NPS) improvement
- Cross-functional stakeholder management
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Assistant Manager
Lynkit Solutions · Feb 2023 – Jun 2025
- Managed customer inquiries related to international orders status, shipping schedules, and service offerings, ensuring exceptional customer experience.
- Logged, tracked, and resolved customer requests through CRM, maintaining SLA adherence and timely issue resolution.
- Handled customer complaints involving cargo handling, shipment delays, and operational issues, escalating critical cases when required.
- Coordinated with Operations, Logistics, Billing and other cross-functional teams to ensure seamless service delivery.
- Provided proactive shipment updates, delay notifications(NDR) and delivery status communication to customers.
- Maintained accurate customer records, service requests, and case resolutions within CRM platforms.
- Assisted customers with port regulations, compliance requirements, and cargo documentation processes.
- Analyzed customer feedback and service trends to identify improvement opportunities and enhance customer satisfaction.
- Prepared operational reports and monitored customer service KPIs to support continuous process improvement.
- Leveraged digital tools, AI-driven automation, and self-service solutions to improve operational efficiency and customer experience.
- Strengthened cross-functional collaboration with Operations, Logistics, Billing, and Compliance teams to accelerate issue resolution and improve service delivery.
- Increased operational efficiency by optimizing CRM workflows, case management, and service request tracking.
- Implemented AI-powered automation and self-service solutions to automate routine customer queries, improve self-resolution, and reduce support workload.
- Leveraged customer feedback, service reviews, and support analytics to drive continuous process improvements and improve customer experience.
Assistant Manager
Lynkit - Powering Logistics · Feb 2023 – Jun 2025
- As an Assistant Manager at a leading Logistics Service Provider (LSP), I drive business growth by combining logistics operations expertise with client relationship management and business development initiatives.
- I work closely with customers, transport partners, and internal stakeholders to identify opportunities, improve service delivery, and create scalable logistics solutions that support revenue growth and customer retention.
- Key Responsibilities
- · Managed customer inquiries related to international orders status, shipping schedules, and service offerings, ensuring exceptional customer experience.
- · Logged, tracked, and resolved customer requests through CRM, maintaining SLA adherence and timely issue resolution.
- · Handled customer complaints involving cargo handling, shipment delays, and operational issues, escalating critical cases when required.
- · Coordinated with Operations, Logistics, Billing and other cross-functional teams to ensure seamless service delivery.
- · Provided proactive shipment updates, delay notifications(NDR) and delivery status communication to customers.
- · Maintained accurate customer records, service requests, and case resolutions within CRM platforms.
- · Assisted customers with port regulations, compliance requirements, and cargo documentation processes.
- · Analyzed customer feedback and service trends to identify improvement opportunities and enhance customer satisfaction.
- · Prepared operational reports and monitored customer service KPIs to support continuous process improvement.
- · Leveraged digital tools, AI-driven automation, and self-service solutions to improve operational efficiency and customer experience.
Team Lead – Customer Support
Lenskart.com · Nov 2017 – Dec 2022
- Led, mentored, and managed a high-performing customer service team, driving productivity and service excellence.
- Monitored team performance against KPIs, KRAs, SLAs, CSAT, and quality metrics, ensuring consistent target achievement.
- Drove NPS improvement initiatives by identifying customer pain points and implementing experience enhancement strategies.
- Managed performance calibration and performance improvement plans (PIPs) using data-driven insights.
- Conducted regular coaching, feedback, and performance reviews to improve employee engagement and capability.
- Managed customer escalations, ensuring timely resolution and high levels of customer satisfaction.
- Collaborated with cross-functional stakeholders to optimize processes, improve operational efficiency and enhance service delivery.
- Ensured compliance with organizational policies, regulatory requirements, and quality assurance standards.
- Reduced customer escalations and repeat contacts by strengthening issue resolution and root cause analysis (RCA).
- Enhanced operational efficiency by streamlining workflows, improving resource planning, and standardizing SOPs.
- Achieved consistent KPI and KRA performance through data-driven performance management and workforce optimization.
- Improved employee engagement and reduced attrition by introducing recognition programs, coaching frameworks, and career development initiatives.
Team Lead
Lenskart.com · Nov 2017 – Dec 2022
- Joined Lenskart.com as a Customer Care Executive, where I built a strong foundation in customer support, issue resolution, and service excellence.
- Consistently recognized for high performance, I was promoted to Senior Customer Care Executive, followed by Subject Matter Expert (SME), where I provided process guidance, mentored team members, handled complex customer escalations, and ensured adherence to quality standards.
- Subsequently, I was promoted to Team Leader, leading a high-performing customer support team focused on delivering exceptional customer experiences across multiple channels.
- Key Responsibilities:
- · Led, mentored, and managed a high-performing customer service team, driving productivity and service excellence.
- · Monitored team performance against KPIs, KRAs, SLAs, CSAT, and quality metrics, ensuring consistent target achievement.
- · Drove NPS improvement initiatives by identifying customer pain points and implementing experience enhancement strategies.
- · Managed performance calibration and performance improvement plans (PIPs) using data-driven insights.
- · Conducted regular coaching, feedback, and performance reviews to improve employee engagement and capability.
- · Managed customer escalations, ensuring timely resolution and high levels of customer satisfaction.
- · Partnered with cross-functional stakeholders to optimize processes, improve operational efficiency and enhance service delivery.
- · Ensured compliance with organizational policies, regulatory requirements, and quality assurance standards.
Skills 0 proven through work
Also works with
Normality TestingOrchid KnowledgeStaff SchedulingCustomer Request Triage and PrioritizationSOP AdherenceSoftware InstallationClient OnboardingIssue EscalationPeople ManagementAPI IntegrationProduct ImplementationStrategic PlanningAI Tools UsageREST API Endpoint DevelopmentVendor CoordinationFeedback ManagementBug FixingSystem EnhancementBilling System DevelopmentReal-time Reporting System DevelopmentReport DeliverySupport Case Follow-Up ManagementOffer ManagementShipment CoordinationSales Training DeliverySoftware Quality AssuranceInternal Audit ExecutionCustomer Issue ResolutionTelephone CommunicationKPI AnalysisCustomer Satisfaction AnalysisWarehouse Management SystemsSLA AdherenceCustomer Retention and Churn PreventionCustomer Journey MappingOrder Management System DevelopmentShopify Platform UsageProcess ImprovementSOP DevelopmentWorkflow Design (Process Mapping)Goal setting (defining key results)Business Growth StrategySales SupportCRM ManagementLogistics CoordinationCustomer Experience ManagementOmnichannel StrategyPayment Processing SupportCustomer ServiceTeam LeadershipService Request ManagementIT Service Management
Proof of Work
Proof of Work
Gaurav shares this with people who ask. You'll hear back either way.
Education
Bachelor, Business Administration
MDU · 2011 — 2014
Class 12th, Commerce
CBSE · 2011 — 2011
Contact details
Contact details
Gaurav shares this with people who ask. You'll hear back either way.
What drives their work
The Architect
You build the foundational systems that ensure operational excellence and clarity.
Gaurav's superpower
You excel at designing and implementing structured processes and technological solutions that streamline operations and elevate customer experience.
How Gaurav works
You thrive in roles where you can lead teams and build robust operational frameworks to enhance customer satisfaction and business efficiency.
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