Mayank Gaur

Background

About Mayank Gaur

Transforming Global Operations Through Innovation & Data-Driven Excellence With 13+ years scaling customer experience operations across Fortune 500 companies like Airbnb and EXL Services, I specialize in building high-performance teams, driving operational excellence, and delivering measurable business impact through strategic automation and AI/ML implementation. What Sets Me Apart: I don't just manage operations—I transform them. From building greenfield vendor sites (0→200+ FTE in 120 days) to generating $12M+ in annual cost savings, I combine operational expertise with cutting-edge technology to create sustainable competitive advantages. My Proven Track Record: Team Leadership: Scaled global CX & Social Media operations with <5% attrition during critical transitions Cost Optimization:$6-9M annual savings through AI/ML automation, reducing AHT by 30-40% Quality Excellence: 99% SLA compliance, improved CSAT/NPS by 10-20 points via Lean Six Sigma Vendor Management: Strategic partnerships saving $12M+ annually Process Innovation: Cut resolution time 28%, reduced TAT 35% through predictive analytics Industries Transformed: Technology & Social Media (Airbnb) Insurance & Financial Services (EXL) BPO & Customer Experience Travel & Hospitality Technology Stack: Salesforce, Zendesk, Genesys, NICE, Tableau, UiPath, GenAI/LLM solutions Leadership Philosophy: Empowering teams through data-driven decisions and inclusive leadership. Coached 40+ managers, building succession pipelines for operational excellence. Current Focus: AI-powered CX automation Resilient global delivery organizations Workforce analytics for predictive operations Digital transformation in traditional industries Ready to Connect: Let's discuss AI/ML automation, workforce management, and operational excellence. I'd love to explore how data-driven operations can transform your business outcomes. Connect to share insights and collaboration opportunities.**#CustomerExperience #OperationalExcellence #AI/ML #LeanSixSigma #TeamLeadership #BPOOperations #WorkforceAnalytics #ProcessAutomation #Globalerations #VendorManagement