Rahul Gaike

Results-driven Senior Operations Leader with 22+ years of experience at Vodafone Idea Limited, specialising in service delivery, customer operations, back-office management, and large-scale IT system migrations. Proven track record of leading cross-functional teams of 50+, governing SLA compliance at 98%+ levels, managing escalations for VIP/HNI customers, and driving process improvements that reduce costs and improve satisfaction. Adept at translating complex operational challenges into structured solutions for business leadership.

Priority (HNI/VIP) Customer Retention & Escalation Management Lead at Vodafone Idea Limited (2025-04 – Present)

• Manage end-to-end escalation lifecycle for high-net-worth and VIP customers across the Maharashtra circle
• Design and implement retention strategies reducing churn among priority segment by 20%
• Coordinate with network, billing, and CRM teams for rapid resolution of complex service issues
• Present weekly performance dashboards to senior leadership tracking NPS, churn, and escalation KPIs

Credit Operations Lead at Vodafone Idea Limited (2023-01 – 2025-03)

• Managed credit risk operations including approvals, limits, recovery, and fraud prevention workflows
• Reduced credit disputes and billing errors by 28% through process re-engineering and team upskilling
• Liaised with finance, collections, and IT teams to streamline credit adjustment workflows
• Maintained compliance with internal audit and regulatory requirements across all credit processes

Response & Resolution Sr. Manager at Vodafone Idea Limited (2020-01 – 2022-12)

• Led a team of 40+ agents handling Level 2 and Level 3 customer complaints across voice and digital channels
• Implemented RACI-based governance model improving accountability and first-contact resolution by 22%
• Drove root cause analysis initiatives reducing repeat incidents by 35%
• Developed and maintained operational dashboards for real-time SLA tracking across 5 service categories

Customer Service Sr. Manager at Vodafone Idea Limited (2012-01 – 2019-12)

• Managed large-scale customer service operations across inbound, outbound, and back-office functions
• Oversaw UAT support and production stabilization for Project Hercules (Amdocs Billing Migration, 2015)
• Drove quality improvement programs resulting in 18% increase in CSAT scores over 3 years
• Coordinated cross-functional teams during system go-lives, minimising customer-facing disruption

CSRB/ Executive – Activations & Provisioning / Retail Quality Audit Lead at BPL Cellular Limited | Vodafone Idea Limited (2004-01 – 2011-12)

• Progressed from Customer Service Representative to Retail Quality Audit Lead within 7 years
• Managed end-to-end activations, provisioning, and order lifecycle for enterprise and retail customers
• Designed quality audit frameworks for 15+ retail outlets improving adherence by 30%

Bachelor of Commerce – Dr. Babasaheb Ambedkar Marathwada University (2004)