Rahul Gaike
Pune
Summary
Experienced operations and support professional with 20+ years of experience across telecom, customer service, and operations management. Strong expertise in end-to-end support, incident and SLA management, root cause analysis, and process improvement. Proven track record of managing high-impact escalations, priority customer bases, churn, and compliance, while coordinating effectively with cross-functional stakeholders. Demonstrated ability to lead teams, improve customer satisfaction, and drive operational excellence, including managing high-priority accounts across Maharashtra and improving customer satisfaction. Skilled in using SQL, MS Office, and CRM tools for data analysis, reporting, and informed decision-making, with a strong focus on adaptability, structured problem-solving, and delivering consistent customer and business outcomes.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Priority Retention Lead
Vodafone Idea Limited
Pune
04.2025 - Current
- Managed priority customers in Maharashtra circle, enhancing retention and experience.
- Addressed both involuntary and voluntary churn while managing significant customer complaints.
- Coordinated with collection agencies to ensure timely collections for priority accounts.
- Responded to high-priority inquiries, providing personalized engagement for special events.
- Analyzed reports on priority customers, churn statistics, TNPS scores, and collection outcomes.
- Resolved payment-related complaints efficiently across Maharashtra circle.
- Applied structured support protocols to collaboratively diagnose issues across departments.
- Delivered updates with root cause analysis and preventive recommendations.
Credit Operations Lead
Vodafone Idea Limited
Pune
01.2023 - 03.2025
- Led team to drive business growth through effective strategy development and execution.
- Developed and managed daily operations to enhance efficiency and productivity.
- Ensured compliance with regulatory and internal policies to mitigate risks.
- Established best practices for credit and collections to optimize financial performance.
- Oversaw customer service issues, resolving conflicts to maintain high satisfaction levels.
- Negotiated favorable terms with vendors to improve cost-effectiveness.
- Analyzed customer credit profiles, approving or rejecting applications based on risk assessment.
- Prepared monthly acquisition decay reports to track performance metrics.
Response and Resolution Manager
Vodafone Idea Limited
Pune
01.2020 - 12.2023
- Resolved customer complaints and inquiries to enhance service quality.
- Monitored and analyzed customer feedback for continuous improvement.
- Developed and implemented effective customer service policies.
- Trained and supervised customer service staff to ensure excellence.
- Maintained comprehensive customer database and accurate records.
- Investigated and resolved customer service issues efficiently.
- Ensured adherence to established customer service standards.
Customer Service Manager
Vodafone Cellular Limited
Pune
01.2012 - 12.2020
- Oversaw customer service operations, enhancing customer satisfaction ratings by 10%.
- Managed a team of 20 customer service representatives to achieve high performance.
- Developed and implemented effective customer service policies to streamline processes.
- Monitored customer service performance metrics to assess operational efficiency.
- Trained new customer service representatives to ensure consistent service quality.
- Resolved customer complaints efficiently, maintaining high levels of customer trust.
Retail Quality Auditor
Vodafone Cellular Limited
Pune
01.2011 - 12.2012
- Performed regular audits to ensure compliance with company policies and procedures.
- Assisted in daily operations to enhance workflow efficiency.
- Verified accuracy of inventory records, minimizing discrepancies.
- Investigated potential issues to uphold quality standards.
- Maintained comprehensive audit documentation for accountability.
- Ensured customer satisfaction through effective service delivery.
- Analyzed data and trends to identify areas for improvement.
- Trained new staff members on auditing processes and standards.
Customer Service Executive
Vodafone Cellular Limited
Nanded / Pune / Goa
01.2007 - 12.2011
- Managed customer service requests and complaints, ensuring timely resolutions.
- Cultivated strong relationships with customers to improve retention rates.
- Efficiently handled high call and email volumes, optimizing response times.
- Proposed creative solutions to enhance the effectiveness of customer service operations.
Backoffice Executive
BPL cellular limited
Aurangabad
01.2004 - 12.2007
- Managed administrative operations at BPL Cellular Limited (India) as a Backoffice Executive.
- Facilitated processing of new postpaid acquisitions for smooth customer transitions.
- Resolved customer inquiries, complaints, and requests efficiently.
- Maintained accurate records and ensured data precision.
- Delivered comprehensive product information to customers.
- Generated reports to aid in business analysis and strategy formulation.
- Ensured adherence to compliance standards consistently.
- Collaborated with teams to optimize operational processes.
Direct Sales Executive
Airtel Cellular Limited
Aurangabad
01.2004 - 12.2004
- Direct Sales Executive at Airtel Cellular Limited, In this role I was responsible for individual consumer postpaid sale
Education
Bachelor of Commerce -
Dr. Babasaheb Ambedkar Marathwada University
Aurangabad04-2004
Skills
- End-to-end support operations
- Incident and SLA management
- Root cause analysis
- Process improvement
- Stakeholder coordination
- Customer escalation handling
- Reporting and MIS
- Microsoft Office and CRM tools
- Adaptability in dynamic environments
- Quick learning of systems
- Compliance management
- Strategic planning
- Team leadership
- Analytical thinking
- Project coordination
Hobbies and Interests
- Listening Music
- Dancing
Awards
- National Service Champ
- Mega Star
- CXX Hero
Languages
- Marathi
- Hindi
- English
Accomplishments
National Service Champ.
Certification
1. Successfully completed multiple AI-based online learning courses assigned by HR. 2. Completed a Six Sigma project while working with the Quality team, contributing to process improvement and efficiency.
Timeline
Priority Retention Lead
Vodafone Idea Limited
04.2025 - Current
Credit Operations Lead
Vodafone Idea Limited
01.2023 - 03.2025
Response and Resolution Manager
Vodafone Idea Limited
01.2020 - 12.2023
Customer Service Manager
Vodafone Cellular Limited
01.2012 - 12.2020
Retail Quality Auditor
Vodafone Cellular Limited
01.2011 - 12.2012
Customer Service Executive
Vodafone Cellular Limited
01.2007 - 12.2011
Backoffice Executive
BPL cellular limited
01.2004 - 12.2007
Direct Sales Executive
Airtel Cellular Limited
01.2004 - 12.2004
Bachelor of Commerce -
Dr. Babasaheb Ambedkar Marathwada University