Gaurav Patel
Rajkot
Summary
Agile and detail-oriented leader with over 17 years’ experience in IT, Telecom, and Telemedia industry. Skilled in managing large-scale service projects and maintenance of complex equipment with competing resources, priorities, & changing expectations, eliminating and improving service processes. Seeking to leverage top-notch diagnostic skills, excellent judgment, and technical acumen to fuel performance and output in the next career assignment.
Overview
18
18
years of professional experience
Work History
Senior Manager
Essentially Nothing Pvt. Ltd.
06.2025 - Current
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Mentored junior staff members for skill development and career progression within the organization.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Led market analysis efforts to identify emerging trends, informing strategic decision-making and future investments.
- Directed company's rebranding initiative, refreshing brand image and attracting broader customer base.
Zonal Service Manager
Realme
03.2022 - 05.2025
- Managing smartphones And Consumer Appliance services for realme at Gujarat, MP & CG.
- Responsible for Demonstrations and after sales service all CE and Smartphone Products.
- To ensure Repair TAT for All Products as per KPI.
- To ensure 100% Trade satisfaction by regularly visiting, capturing their issues and resolving within TAT.
- To ensure 100% process adherence through monitoring checklist.
- To ensure MSL Availability in with All MSC's.
- Providing high quality, up-to-date documentation for all service arrangements.
- Motivating and guiding a team.
- Seeking out, establishing and managing client relationships and customer issues
- Investigating escalated technical issues.
- Escalating operational issues to senior management.
Area Service Manager
TVS Electronics Ltd
04.2019 - 03.2022
- Driving a team of 5 ESC and 35+ MSC across Gujarat as a Area service Manages to maintain KPIs like TAT, CPC, NPS, VAS and Many More for Realme Mobile, TV and Laptop with volume of more than 6000 calls per month
- Contributed hugely towards creating a new and a comprehensive SLA
- Consolidated and categorized cases, improving TAT from 82% to 90% on the top 3 support request types
- Planned weekly catch-ups with all team members and key stakeholders to brainstorm ideas, share best practices, and call out key challenges. This led to achieving skill standardization among the larger team
- Developed SOPs, self-help reference material & training documentation for team & service partners
- Maintained 100% compliance with companies’ standards and SLA
- Regularly evaluate internal data and communicate, gaps & improvement areas with service partners and present the performance data to the senior management team
Lead-Risk Management
TVS Electronics Ltd
01.2016 - 12.2018
- Doing an audit for HP, Samsung, Xiaomi, Dell & TVS-E across the west region.
- Conducting Audit for stock, process and financial transaction.
- Identify financial, safety or security risks that organization may face
- Highlighting things immediately to higher management if found something against the company process or ethics.
- Prepare action plans to decrease risk factors
Centre Manager
Bharti Airtel Limited
08.2015 - 01.2016
- Managed the work and performance of more than 8 employees
- Launched staff engagement, gender diversity and cultural programs in addition to increase operational quality.
- Trained, coached and mentored staff to ensure smooth adoption of new programs and processes.
- Reduced financial inconsistencies while assessing and verifying billing invoice and expense reports.
- Managed, trained and motivated back and front desk employees to always be improving knowledge and abilities in the field.
- Enhanced operational success through effective staffing, strong training, adherence to food safety and sanitation regulations and well-timed customer service.
- Worked with support team to resolve issues with product, service or accounting areas.
- Directed HR operations, including strategic workforce planning, goal cascading, performance management, staffing and benefits administration.
- Developed and implemented a high-quality work environment as measured through employee satisfaction ratings.
- Led all corporate communications to optimize information sharing initiatives.
- Ensured that each guest’s experience was positive, memorable and consistent.
- Provided staff members with the support and training to achieve top client satisfaction.
- Delivered customized and effective solutions to clients that met unique demands.
- Monitored and evaluated teams, identifying and targeting opportunities for improvement.
Store Manager - Isanpur Store
Digicall Teleservices Pvt Ltd
06.2014 - 05.2015
- Team Leader for Videocon D2H
Customer Care Officer / Team Coach
Megus Customer Dialog(Vodafone)
07.2007 - 05.2013
Education
BBA -
AIMES University
01.2005
HSC - undefined
GHSEB
01.2001
SSC - undefined
GSEB
01.1999
Skills
- Team leadership
- Cross-functional teamwork
- Strong relationship-building abilities
- Concept prioritization
- Clear communication
- Effective problem resolution
- Project execution
- Data-driven decision making
- Operations planning
- Organizational improvement
- Budget oversight
Hobbies and Interests
Travelling, Mentoring, Music, Sports, Reading
PERSONALINFORMATION
- Date Of Birth | 27-Jan-1984
- Marital Status | Married
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Gujarati
Bilingual or Proficient (C2)
Timeline
Senior Manager
Essentially Nothing Pvt. Ltd.
06.2025 - Current
Zonal Service Manager
Realme
03.2022 - 05.2025
Area Service Manager
TVS Electronics Ltd
04.2019 - 03.2022
Lead-Risk Management
TVS Electronics Ltd
01.2016 - 12.2018
Centre Manager
Bharti Airtel Limited
08.2015 - 01.2016
Store Manager - Isanpur Store
Digicall Teleservices Pvt Ltd
06.2014 - 05.2015
Customer Care Officer / Team Coach
Megus Customer Dialog(Vodafone)
07.2007 - 05.2013
HSC - undefined
GHSEB
SSC - undefined
GSEB
BBA -
AIMES University
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