Gaurang Undavia

A Dedicated Team Leader with over 7+ years of experience in the customer service and operations, including leading teams in both inbound and outbound Processes. Skilled in managing team performance, improving KPIs, team coaching & feedback and delivering excellent customer experience.

Sr. Team Leader at KocharTech (2025-04 – 2026-01)

Team Leader at Reliance PPM Services Ltd (2022-12 – 2025-04)

• Team Management: Leading a team of customer service representatives and ensuring they meet performance targets and developing their skills.
• Performance Monitoring: Tracking team performance, identifying areas for improvement and implementing corrective actions.
• Coaching and Development: Providing guidance, feedback and training to enhance team members' skills.
• Customer Satisfaction: Ensuring high customer satisfaction ratings through effective issue resolution and excellent service.
• Escalation Handling: Handling escalations and resolving customer issues.
• Compliance Management: Ensuring team adherence to company policies and procedures.

Customer Care Executive at Reliance SMSL Limited (2020-10 – 2022-11)

Customer Care Executive at Tech Mahindra (2020-03 – 2020-09)

Customer Care Executive at Tech Mahindra (2018-07 – 2020-03)

BCA – Saurashtra University (2015-04)

HSC – GSHSEB (2012-03)

SSC – GSHSEB (2010-03)