Looking for a job

gaurav mishra

@gauravmishra10

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I lead operations, improve workflows, and resolve complex customer and business issues.

India

Message

What I'm looking for

I'm looking for an operations-focused role where I can lead teams, improve workflows through data and automation, solve complex customer or business issues, and build scalable processes across cross-functional teams.

At Diageo, I lead daily Guinness brand operations and manage a team of four operations specialists. I use Salesforce CRM to monitor performance, balance workloads, and resolve operational issues in real time.

I set up and ran operational pilots using DORA, turning successful trials into repeatable workflows. I also partner with data, brand, and execution teams to improve metrics, pipeline quality, and operational performance.

Previously at Airbnb, I handled urgent global escalations from the CEO's inbox, built leadership dashboards, and used Salesforce, Atrium, and Airbnb One AI to reduce manual work. I also led root-cause analysis and documented SOPs to prevent recurring issues.

At American Express, I managed corporate-card portfolios for Fortune 500 clients, launched a dispute-management tool that reduced operational costs by 30%, and ran a risk project that reduced business impact by 40%.

Experience

Work history, roles, and key accomplishments

Current

Junior Manager

Current

Diageo

Dec 2025 - Present (9 months)

Manage a team of 4 operations specialists using Salesforce CRM to track performance and resolve operational issues. Lead daily operations for Guinness and partner with cross-functional teams to improve metrics and workflows.

Salesforce Team Management DORA Pilot Cross Functional Collaboration Data Visualization

Executive Escalations

Airbnb

May 2025 - Nov 2025 (6 months)

Handled high-priority tickets using Salesforce, Atrium, and Airbnb One AI, built dashboards for leadership, and ran root cause analyses to document SOPs. Coordinated with global teams to resolve escalations and meet SLAs.

Salesforce Atrium Airbnb One AI Dashboarding Root Cause Analysis Confluence SLA Management Global Coordination

Master Analyst - Corporate Cards

American Express

May 2022 - May 2025 (3 years)

Managed a credit card portfolio for Fortune 500 companies, launched an in-house dispute management tool that cut costs by 30%, and ran the Operational Risk Event project reducing risk impact by 40%. Coached team members to meet SLAs.

Portfolio Management Risk Management Data Tracking Tool Improvements Team Coaching SLA Management

Customer Care Executive

Teleperformance Pvt Ltd.

Oct 2021 - May 2022 (7 months)

Improved workflow efficiency to reduce average handling time by 20% while maintaining customer satisfaction above 95%. Supported product launches for major EA games and mentored new hires.

Workflow Optimization Customer Satisfaction Product Launch Support Mentorship AHT Reduction

Customer Experience Executive

Salvus Global Services

Nov 2019 - Jun 2021 (1 year 7 months)

Handled sales pipelines for US and Canadian clients, qualifying leads and pitching products. Built relationships with regular accounts to drive repeat business and revenue.

Sales Pipeline Management Lead Qualification Account Retention Customer Relationship Management