Mayur Patel

Assistant Manager – Customer Service at Torrent Power (2020-05 – Present)

Manage operations of a Customer Care Centre handling annual customer interactions exceeding 4.6 lakh, supported by a 20-member team.
Own key service KPIs including customer wait time (<4 min), service time (<6 min), application and complaint closure (>95%), customer data updates (>95%), and digital adoption initiatives.
Coordinate with Billing, Accounts, IT, Network, Metering, Vigilance, PR, and Power Supply teams to ensure seamless customer service delivery and issue resolution.
Successfully operationalized a new Customer Care Centre in 2022 and implemented a Queue Management System (QMS) for monitoring and improving customer service performance.
Led multiple process improvement and digitization initiatives including online customer refund processing, application form redesign as per Supply Code requirements, and customer communication enhancements.
Developed MIS reports and operational dashboards to monitor performance, improve decision-making, and drive service excellence.
Managed procurement activities including PR creation, vendor bill verification, and payment processing for customer service-related materials and service contracts.

Lead Engineer – Network Operation at TATA Power (2019-06 – 2020-04)

Supervised installation of feeder pillars, meter rooms, and LT distribution infrastructure.
Prepared estimates for temporary connections and service shifting works as per SoC (MERC guidelines).
Conducted thermographic inspections to identify hotspots and support preventive maintenance.
Coordinated with contractors and internal teams for timely project execution.
Maintained asset records and supported operational monitoring through MIS reporting.

Lead Engineer (Customer Account Manager) at TATA Power (2012-11 – 2019-06)

Managed customer acquisition, account management, and business development activities for residential, commercial, and industrial consumers in the Mumbai distribution area.
Contributed towards annual acquisition targets through new connections and consumer switchover initiatives, supporting business growth and market expansion.
Coordinated with leading developers including Lodha, Wadhwa, Oberoi Realty, JP Infra, MAN Infra, and other builders for project bookings and power supply planning.
Conducted technical feasibility assessments, load estimation, and network planning studies for new developments and infrastructure expansion.
Supported initiation of multiple project execution proposals by coordinating with developers, consultants, and internal stakeholders.
Facilitated consumer migration under the parallel licensing framework, enabling acquisition of high-value consumers.
Developed MIS reports and performance tracking mechanisms to monitor lead generation, project conversion, and operational performance.

Project Engineer at Larsen & Toubro Limited (2011-10 – 2012-10)

Studied and interpreted Single Line Diagrams (SLD), specifications, and technical documents.
Configured LT panels using Bidman software for ANSI standard panel projects.
Verified breaker ratings, kA values, and panel configuration as per ANSI standards and SLD requirements.
Ensured completeness of panel scope including metering, busbar configuration, and layout.
Generated BOQ, BOM, GA drawings, and pricing outputs through system tools.
Coordinated with clients for technical clarifications, deviations, and compliance.
Supported technical bid preparation, estimation, and proposal activities for LT panel projects.

Marketing Executive (Third Party Payroll) at TATA Power (2010-09 – 2011-09)

Conducted surveys for industrial, commercial, and residential projects for new connections.
Performed load estimation and feasibility analysis for customer acquisition.
Mapped project locations using Google Earth for network planning.
Supported planning teams in identifying future load growth areas.
Coordinated with customers and internal teams for project execution.

Estimation and Sales Engineer at Zenith Engineering Corporation (2009-05 – 2010-09)

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