Kaustubh V. Gupte

E-Mail: ad4awy@r.postjobfree.com

Mobile: 099********

MANAGEMENT PROFESSIONAL

Customer Service ~ Operations Management ~ Process Management

Professional Synopsis

Worked as a Relationship Manager in Single Debt Management Llp debt recovery agency based in Mumbai where the job profile was :-

Thefirm is into recovery of bad debts for B2B in pan India.

Liasing with clients on a regular basis.

Supervising the staff and handling theirs and debtors queries

Handling escalations and emails of clients

Preparation of reports and statistics of debtors as regards their recovery for the client.

Handling of settlement and looking into legal matters pertaining to the parties.

Worked as a Customer Services Excellence Champ with Onsitego Electro Services Private Limited since July 2021 till July 2022.

Handling & resolving customer queries for an inbound process regarding their devices and appliances under Extended warranty with the organisation.

Arranging the servicing and maintainence for the devices and appliances of the customers after proper coordination with the service teams

Ensuring quality and timeliness on each and every query of thecustomer.

Preparing presentations on various topics related to the job sothat it enhances the team performance better on each and every query.

Coaching training the new recruits post training and on the job.

Have also trained staff and worked on Email and Chat process as well for Pan India Customers.

Assisting the superiors in maintaining quality checks on eachand every mail being sent to the customer.

Maintaining quality reports for the team and ensuring that the quality and quantity is maintained by every teammember thus enhancing theirs as well as the team performance.

Actively participating in execution of various quality improvements strategies for continual improvements in the services and TAT’s (Turn Around time).

Providing feedback to team members on quality parameters by barging calls / monitoring processes.

Maintaining books of accounts of the company and assisting theofficials in various company financial policies.

Worked as a Operation Executive with a Event Management company 3rdRock Entertainment from Nov., 2020 till June 2021 . The organisation was into the world of branding, promotion of music albums and films wherein the job profile waas follows :-

A single point of contact for the entire promotion of any event wether corporate or non corporate.

Maintaining legal documents and records as well.

Proper coordination is maintained between company and client.

Maintaining financial records of every client/channel on monthly basis.

Maintaining client content list and approvals from clients.

Handling the administration of the office .

Worked as a Customer Services Excellence Champ with Onsitego Electro Services Private Limited since April 2019 till Nov., 2020.

Handling & resolving customer queries for an inbound process regarding their devices and appliances under Extended warranty with the organisation.

Arranging the servicing and maintainence for the devices and appliances of the customers after proper coordination with the service teams

Ensuring quality and timeliness on each and every query of thecustomer.

Preparing presentations on various topics related to the job sothat it enhances the team performance better on each and every query.

Coaching training the new recruits post training and on the job.

Worked as a Operation cum Administration Executive with a Event Management company 3rdRock Entertainment from Dec, 2017 till Mar., 2019. The organisation was into the world of branding, promotion of music albums and films wherein the job profile is as follows :-

A single point of contact for the entire promotion of any event wether corporate or non corporate.

Solving of queries if any of the client .

Smooth functioning is ensured through effective external and internal control and coordination.

Maintaining legal documents and records as well.

Proper coordination is maintained between company and client.

Procuring payments from clients according to deadlines.

Maintaining financial records of every client/channel on monthly basis.

Maintaining client content list and approvals from clients.

Handling the administration of the office .

Worked as Corporate Planning Executive with RAO IIT Edusolutions Pvt.Ltd., since Dec., 2016 till Oct 2017 as a Planning Executive.. The organisation is into education sector wherein the job profile is as follows :-

Handling the planning of the pre foundation zone for pan indiaviz:- Mumbai, Pune, Kota and Delhi.

Daily coordination with faculties and the various branches

Ensuring smooth and timely completion of the syllabus of the students well before the exams

Maintaining the faculty leaves so as to ensure the smooth process of lectures.

Handling of student grievances as regards faculties and branches.

Relationship management with internal and external stakeholders.

Manpower forecasting specially to meet peak season hiring requirements.

Staff coachingand mentoring for all branches.

Manage student complaints and escalations

Working as GM Operations with Taj Eduglobe Ltd. from Jan 2016 till Dec., 2016. The organisation was into education sector wherein the job profile was as follows :-

Handle a team of 8 people . We counsel people on careers and education. Have successfully handled pitching and explaining out products to the prospective business clients for sales. Have done Pan India Franchisee counselings as well with a 100% satisfaction given by the client itself. Held seminars for our products in schools and colleges in Mumbai and successfully counselled school principals, head mistress and trustees as well.

Worked as a Senior Customer Advisor with Altisource Business Solutions Pvt. Ltd., since July 2011 till Dec 2015 wherein the job profile is as follows:-

LOAN SERVICING: This Business segment is comprised of several departments involved in the servicing of residential loans.

The following departments of the above mentioned business segment approach AVA to get the current values of the property.

Foreclosure

Bankruptcy

These are the manual valuation requests which are made by above mentioned different departments to AVA.

AVA would be responsible in assigning these orders to the Broker’s / Appraisers following up with the Broker’s / Appraisers and delivering the values back to the concerned departments on a timely fashion. It is very important for AVA to deliver the product on a timely fashion. If AVA fails to do so Altisource will incur a loss under different circumstances.

Worked as a Senior Customer Relationship Advisor in the UK – Billing and Payments Department with 3 Global Services Private Limited since Mar 2007 till Nov 2010.

Key Deliverables

Functioning as an underwriter in the Credit Referrals Department wherein the credibility of every prospective customer trying to join the Hutchison 3G network is checked, verified and processed by the customer.

Handling & resolving customer queries for an inbound process regarding their bills and accounts.

Assisting the Team Leader and the Superiors in preparation of monthly quality reports of the entire team.

Ensuring quality and timeliness on each and every query of thecustomer.

Preparing presentations on various topics related to the job sothat it enhances the team performance better on each and every query.

Core Competencies

Customer Relationship Management

Efficiently managing the customer centric operations & ensuring customer satisfaction by achieving delivery & service quality norms.

Attending to clients (individuals/corporate clients) concerns & complaints and undertaking steps for effectively& promptly resolving them.

Maintaining cordial relations with customers to sustain the profitability of the business.

Ensuring delivery of customer service as per standards specified by the organisation and maintaining high customer satisfaction levels.

Ensuring immediate service support to the clients for resolving their issues and complaints for increasing the Customer Satisfaction Index.

Preparing documents as per the requirements & maintaining confidential work reports/legal documents.

Ensuring all enquiries/payments are dealt with quickly, keeping the files & documents updated.

Monitoring the process to ensure operational efficiency in the best interests of the company.

Process Management

Developing strategies for continued improvement in the effectiveness & efficiency of the business.

Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined SLA.

Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.

Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members.

Jan’97- Feb’07 Senior Customer Associate with World Network Services Private Limited, Mumbai

Assignments Handled:

Successfully worked for:

The Centrica Sorting team a back office for British Gas where in the job profile was to sort the correspondence of customers where inthe customer is replied via email on the queries that the have and havepassed on and need an explanation about.

The BA Executive Club as a Senior Customer Associate wherethe scope of the job was to ensure high quality Customer Service for the Frequent Flyers of the British Airways in order to retain the mostvaluable customers and invite more passengers to join the ExecutiveClub.

oUpdated passenger records with respect to every flight taken by the passengers in a very confidential way both on British Airways as well as its One World Alliance Partners.

oResolved the BA caseload, keeping in mind the SLA requirements.

oReceived claim requests from the Frequent Flyers of BA via website, validated the authenticity of the same and the member is corresponded back with on the relevantcourse of action taken, any additional requirements are highlighted in the correspondence.

oHandled the Emailing Systems through KRAKATOA System (Customer Database ofExecutive Members of BA) for handling the email requests for BAExecutive Member Worldwide.

oExecuted global data mining for outbound emails for servicing BA Executive Club.

oSubmitted B2C (Business 2 Customers) revenue relationship reporton a weekly basis.

oCalculatedflown and ticketed revenue done on a monthly basis.

oHandled the reporting of Global Communities members on a monthly basis i.e. Gold, Silver and Blue card holders of British Airways and its partner airlines.

Accounts Officer with WNS Private Limited, MumbaiduringJan’97- Jul’00

oLiaised with the bank for all transactions like FOREX and crediting salary of staff for Bombay and Pune office

oAssisted the superiors in Balance Sheet Account Reconciliation and financial Accounting.

oEfficiently handled the:

Tax matters relating to tax returns of the firm andalso the staff.

Day to day working of the company in the finance side.

Feb’94- Dec’96 Accounts cum Clearing Executive with Prism Investments; Mumbai a Brokerage & Investments Firm

The Highlights

Accountable for accurately maintaining books of accounts of the firm and clients.

Helped the colleagues as well as Superiors in the various activities of the Stock Exchange for both the primary as well as the secondary market.

Entrusted for handling and mobilising the fixed deposit counter ofthe firm.

Handled the Patawat, bad delivery &Sauda matters relating to stock market for the firm as well as for the clients.

Kept internal stock check on the shares and the debentures certificates of the firm

Professional Courses

Diploma in Computer Programming from BITS in the year 1994.

Academics

Bachelor of Commerce from University of Mumbai in the year 1992.

Personal Details

Date of Birth : 14thJune 1972.

Address : 603, Neo Vikram CHS Ltd., Sahakar Nagar, J.P. Road, Andheri (West), Mumbai 400 053

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