Rahul Sharma

Operations Associate

New Delhi, Delhi, India7 yrs 7 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over five years in social media operations and analytics.
Expert in data-driven decision-making and operational efficiency.
Strong leadership in managing customer service teams.

Stackforce AI infers this person is a Social Media Operations Lead with a focus on data analytics in customer service.

Contact

Skills

Core Skills

Data AnalyticsTeam LeadershipOperations ProcessesData Reporting

Other Skills

starburstSprinklrCommunication skillsSpreadsheetsOral CommunicationManaging AssociatesStatistical Data AnalysisProcess ImprovementLeadershipResearchTime ManagementOperational ExcellenceAnalytical SkillsCommunicationProblem Solving

About

As a Team Lead specializing in social media operations and data analytics, I bring over five years of experience in omnichannel support and customer service. Currently completing my Google Data Analytics Professional Certificate, I am equipped with robust analytical and problem-solving skills that drive business decisions and improve operational efficiency. My academic background in physics and mathematics, combined with my hands-on experience in data analysis, positions me as a proficient user of various data analysis tools, including SQL. I am committed to continuous learning and staying updated with the latest industry trends, ensuring that I bring the most current and effective strategies to my work. In my previous roles, I gained valuable experience in managing and resolving customer inquiries and complaints on social media platforms. My strong communication skills and attention to detail have enabled me to handle escalated matters with sensitivity and professionalism, always aiming to enhance the customer experience. I am passionate about using data to drive improvements and am confident in my ability to contribute to the success of any organization through the insights and recommendations I provide.

Experience

7 yrs 7 mos

Total Experience

3 yrs 9 mos

Average Tenure

6 yrs 11 mos

Current Experience

Paytm

2 roles

Team Lead – ORM & Data Insights

Promoted

Apr 2025 – Present · 1 yr · Noida, Uttar Pradesh, India

As Team Lead – ORM & Data Insights, I oversee the end-to-end management of customer interactions across social media platforms, focusing on both operational excellence and actionable insights driven by Data. My role combines team leadership, digital engagement strategy, and data-driven decision-making to enhance customer satisfaction and brand trust.

starburstSprinklrData AnalyticsTeam Leadership

Senior Operations Associate

May 2019 – Jun 2025 · 6 yrs 1 mo · Noida, Uttar Pradesh, India

As a seasoned team leader, I managed a group of social media support representatives handling cases across platforms like Facebook, Twitter, LinkedIn, and Instagram. I developed standardized responses to streamline our workflow and ensure consistency in customer interactions.
To improve efficiency, I automated our escalations tracking system using Google Sheets, saving time and enhancing management oversight. Collaboration was key, and I worked with product teams to refine processes, updating procedures to address evolving challenges effectively. Data reporting was crucial, and I created detailed Excel dashboards for management reporting, guiding decision-making.
I also supported cross-functional teams, assisting in handling escalations and improving performance. To ensure smooth operations, I managed weekly rosters, ensuring adequate team coverage.
Additionally, I provided support to high-profile users, maintaining a positive brand image. Mentorship was a focus, guiding new team members to foster a productive environment.

Communication skillsSpreadsheetsOperations ProcessesData Reporting