Mayur Patel

About Mayur Patel

Electrical Engineer and Assistant Manager with 17+ years of experience in power utility…

Experience

1. Assistant Manager

   Torrent Power

   May 2020 — Present

   1.Customer Relationship Management: Oversee and manage customer inquiries, complaints, and service requests to ensure timely and effective resolution, maintaining high levels of customer satisfaction.2.​Team Leadership & Development: Lead, mentor, and train a team of customer service representatives, fostering a positive work environment and ensuring adherence to company policies and service standards.3.​Service & Process Improvement: Identify and analyze trends in customer feedback to recommend and implement process improvements that enhance service delivery efficiency and effectiveness.4.​Billing & Technical Support: Supervise the resolution of complex billing disputes and provide a key point of contact for technical issues related to power supply, meter readings, and service connections.5.​Digital & Technical Support: Managed and resolved customer complaints received via web-based email, and addressed issues highlighted through the company\'s web and mobile applications by coordinating directly with IT and operational teams.6.​Applications & Connections: Manage the end-to-end process of new & other service applications, including the collection of necessary documentation, verification, and coordination with technical teams for timely new connections and service upgrades. Compliance & Reporting: Ensure all customer-related activities comply with regulatory standards and internal policies. Generate and present detailed reports on customer service metrics, team performance, and complaint resolution rates to senior management.6.​Stakeholder Communication: Act as a liaisonbetween the customer care department and other internal departments (e.g, engineering, billing, and field operations) to streamline communication and resolve cross-functional issues.

Education

• Poorna Prajna High School

  SSC, Metric

  1993 — 2004

• Institution of Engineers of India (IEI), Kolkata

  Charted Engineer (Electrical), Electrical Engineer (Power System)

  2013 — 2019

• Shri Bhagubhai Mafatlal Polytechnic

  Diploma in Electrical Engineering, Electrical Engineering

  2005 — 2009

• Indian Institute of Management, Kozhikode

  FCMO, Marketing

  2019 — 2019

• Narsee Monjee Institute of Management Studies (NMIMS) Navi Mumbai

  Master of Business Administration - MBA, Operation management

  2021 — 2023

Skills

• Engineering
• Microsoft Word
• New Business Development
• Electrical Engineering
• Project Engineering
• Management
• Microsoft Office
• Team Management
• Microsoft Excel
• Energy
• Customer Service