GAURAV BHARGAVA

Founded and currently leading QSC Solutions, a company offering end-to-end corporate lifecycle services including B2B sales, customer lifecycle management, service support, collection, and digital marketing.

Launched QSC Cloud, a specialized venture in GPU-as-a-Service (GaaS), providing cutting-edge H100 & H200 GPU rental solutions for AI/ML, cloud computing, and financial modeling.

Spearheading consultancy and infrastructure design for AI-focused Data Center projects in India, Sri Lanka, and the Middle East.

Built strategic partnerships with industry leaders like Reliance Jio, Yotta, and E2E for cloud hosting and infrastructure support.

Successfully developed and implemented AI Avatar-based video solutions for telecom and banking clients, enabling personalized customer engagement at scale.

Leading a team of 100+ professionals across multiple projects with focus on automation, digital transformation, and revenue optimization.

• Heading Corporate Service for Airtel Business for MPCG.
• Handling collection bucket of 138 mn on a monthly basis.
• Ensured workways of Relationship Management for corporate – Unique visits, service issues closures and closelooping, service within desired SLAs
• Introduced and successfully delivered “ SERVE TO SELL” to prove “ Good Service leads to sale” delivering month on month numbers more than a top channel can do ensuring qualitative acquisitions
• Drove cross product upsell – Data, vas, MO etc among corporates for a ring-fencing approach
• Ensuring Partner ROI
• Process Rollouts and implementation at the circle
• Driving Bucketwise collection & retention for all the segments
• Driving Zero BD for Circle
• Ensuring Monthly Trainings to the respective GRM in the Zone

• Heading circle Contact Experience for Madhya Pradesh & Chattisgarh (MPCG)
• Successfully managed Prepaid & Postpaid Inbound Call Centers (Aegis, Teleperformance, Mphasis
• Baroda & Rural shore)
• Spearheaded operations of Retailer & Dealer Helpdesk for circle
• Provided feedback to the Strategic heads (COO, CSD, etc.) to ensure building of appropriate policies, contract clauses, internal processes and prioritization of efforts towards opportunities of highest gain
• Instrumental in creating opportunities for partner to balance off ROI while driving performance; acted as a Single Point of Contact between Partner and Business
• Steered the implementation of best practices
• Facilitated standardization to ensure better control on processes and facilitates VOC sharing with
• Business Units for enabling Backend Process Correction
• Supported the drive reduction activities for EM HV inactive base
• Led the Launching Team of Outsourced Prepaid call centre of Airtel MPCG
• Designed innovative enablers on SMS/USSD thus reducing CPC from 1.32 to 0.14
• Customer / retailer satisfaction at lowest cost while managing queries, requests and complaints at call centre / retailer helpline, ASC from Emerging Market (Calls Per Customer Reduction)
• Leveraging of up-sell opportunities to maximise revenues at lowest cost, from Emerging Market customers thru call center & Retailer Helpline
• Self-care penetration in Emerging Market customers for reduction in Calls Per Customer

Processes Handled at Bharti Airtel Ltd.

Prepaid Call Center

Postpaid Call center

Prospect Call Center

Outbound Call Center

Prepaid Dealer’s Help line

GSM PCO call center

Hot lining

Communication & NPT

• Responsible for handling all Call Centers, Retailer Helpline & Prospect Call center
• Responsible of achieving key KPI’s like CPC, CoPC , SLA , Abd% , Revenue targets , CQ & ICE for all the Call center’s
• Revenue Management and sales targets
• Primary responsibility focused on lead tracking and sales generation at the Prospect call center
• Also responsible for the Project specific recruitment and training requirements;
• Collection & Exposure calls
• Coordinate with internal and external customers as necessary.

• Team Leader for Rajasthan Process.

Responsible for heading and managing a team of 35 people.

• Certifying the new joiners for Operations.

• Making MAPA Reports.

• Giving Monthly Review’s to the Senior Manager Operation’s.

• Compile, interpret, and communicate all project-related statistical information both internally as well as to the clients.

• Certifying the new recruits for Operations. Preparing the Monthly PLI for the team members & the team Leaders.

My responsibilities mainly entail:

• Attending Escalated Calls of irritated Customers.at Billing Escalation desk .

• Doing Call monitoring on a Daily Basis.

• Preparing daily Reports of the executives.

• Sending the reports to the Manager.

• Daily Briefing.

My responsibilities included:

As a Customer Care Executive

• Attending Incoming Calls to solve customer queries.

• Making Outgoing calls to existing users.

Later promoted to Team Leader w.e.f. January 15th, 2003

• Handling and supervising a team of 17 people.

• Handling Complaint Department.

• Sending daily reports to Manager.

• Call monitoring.

Was owning a Chain of Cyber cafe for a year and a half