Customer Service Management

Kunal Bose

Administration Officer / SPOC (Properties & Facility Management.)

Kolkata Air Port, West Bengal 700028

*******@*****.**.** - +91-0-9831839880

WORK EXPERIENCE

Administration Officer / SPOC (Properties & Facility Management.)

Last Drawn CTC - 2013-12 - 2016-10

2, 20, 000 P.A

Vodafone India Ltd. (Pay roll of Shomuk Engineering & Consultancy Services) Dec 2013 to 13th Oct 2016

Designation: Administration Officer / SPOC (Properties & Facility Management.)

Office Administration & Facility Management.

Drive all general administration, facility maintenance, office / asset / estate / pace management including

management of administrative operations.

Local procurement and purchasing function.

Having experience in negotiations, vendor management, billing, events, cost optimization, analysis and

departmental MIS. Managing travel, lodging, transport, guest house, facility, office, hiring of cabs,, site

maintenance, staff canteens and pantry operations.

Having Practical experience of successfully handled numerous emergency / crisis situations.

Handling all statutory compliances, office regulations, manpower, property protection and administration

related liaison.

Handling administration and security functions for both greenfield & operational sites

Handling entire Housekeeping, Maintenance, Office Peon, Electrician, Maintenance & Security Team (18

HK Executive + 1 Supervisor, 12 Office Peons, 1 Electrician, 1 Plumber & 1 Dispatched Executive)

Handling VIP & VVIP guest management for Senior Management employee (BH, OD, Execo, Country Head)

New Vendor Evaluation with the co-ordination of SCM Team.

Handling Management for ORM, Departmental Review Meeting, Conference, Senior Management Visit etc.

Timely arrangement & maintenance of Pantry, Lunch area.

Handling petty cash.

Daily Boardroom booking & Meeting Arrangements including Lunch, Snacks, Stationeries, Projector, Sound

System as per the requirement and approval basis.

Raising Indents and Purchase Order.

Arrangements for Outdoor Events (Strategy Meet, Departmental Event, Campus, Sports Event etc.)

Making of Monthly HSW & Incidents Report (Zone wise)

Timely & Cost effective items purchase with the cost validation part with SCM Team.

Handling daily basis Facility Management for 380 Employee sitting capacity.

Achievements:

Several Appreciation mail received from Manager & HOD's end.

Passed ERT Training (Emergency Response Team)

Best Associate Team Member in HR-ADMIN Team.

Sr. Customer Service Officer Back-Office

Vodafone East Ltd - Kolkata, West Bengal - 2008-09 - 2013-12

Product - Vodafone Kolkata Prepaid (Sr. Customer Service Officer Back-Office)

Taking care of Kolkata-Vodafone Prepaid Request & Complaint CRM base processes like upload &

download bulk data, closing various SR's (Service Request) from various dept within TAT Period (Turnaround

Time)

Responsible for maintaining CSAT scores as per industry standards. This activity involves preparation and

execution of action plans depending on the feedback received from the customers.

Monitoring allocation of data & Maintain Daily Activity MIS.

Monitoring & coordinating development and review of service level targets, ensuring timely closure of priority

tickets

Reconciliation of Daily Issue against Vas, Recharge & Credit related cases.

Provisioning various VAS (Value Added Service) services.

Marketing Vas (Caller Tune, Alert (IVR & SMS) Upsell Offer etc), IT, Stores etc.

Preparing C-Sat Report as well as Analysing C-Sat, Repeat Request & Incorrect Tagging.

Provide necessary Pre-paid related briefing to Call Centre as per Training & Marketing requirement.

Brief call center for any update of prepaid issue pre & post implementation of product & support to provide

exact resolution within TAT Period.

Achievements:

Several Appreciation mail received from Manager.

Won Quality Closure Award for the year 2011.

Several Appreciation mail received from Customer end.

Product - Airtel Customer Care

IBM Daksh India Pvt. Ltd - 2007-03 - 2008-08

Executive - Operation)

Taking Calls /Escalating Calls

Customer Query

Raising Complaint & Request as per Customer requirement

Provided Waver to Customer as per Backend instruction.

Online Customer Satisfaction.

Administration Executive

Office Administration & Client Emailing - 2005-03 - 2007-03

Office Management & Staff Payment.

Preparing MIS & Attendance sheet

Preparing daily work-sheet for Engineer

Maintained Documentation & upload to System.

EDUCATION

Diploma in Computer Application

Pathfinder Institute - Kolkata, West Bengal

2004

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