Aninda Mandal

Accountabilities

• Handling Customer complaints Management.
• Give Product Training in East Zone.
• Mapping entire Customer Care Division, Complaint management, Implementing Process & Policies in Zone, Developing SOP based VOC, Field feedback & TQM Process with 5S.
• Give CRM training as well as Give entire CRM support to the sales team.
• Dealing with the compensation, by making Credit Notes or Replacement.
• Sharing technical knowledge among the team even in the carpenter meets.
• Maintaining the TAT.
• Giving proactive services along with our dedicated carpenters to various projects.
• Handling the team of CCH in East Zone.
• Various kind of comparison reports.
• Approving and monitoring the traveling of CCHs and the team.
• Sharing Product feedback report time to time to the factory.
• Proper response to the customers and dealers on time.
• Looking after the warranty management. By tallying with the invoices issuing the warranty certificates to the respective end users.
• Maintaining the MSL of SS materials / Hardware for Cubicles at ASP and SP places.
• Measuring the Happy Calling.
• Building up relationship & trust with clients and employees.

•Enriched with a clear understanding of supervision, coordination and proper management.
•High level of flexibility and adaptability, with a flair for getting through to people and managing them ably.
•Motivated and goal driven, continuously striving for improvement.
•Extensive experience in Trade Partner management in the area of after sales service (customer care).
• Ability to make the new process & take innovative action according market growth & customer demand.
• Ability to standardize and streamline process and bring about improvement and control to ensure good customer care.
• Ability to analyses complex numerical data’s and brings about insights, conclusions & decision-makings.
• Ability to identify sound business practices and stay ahead of competition.
• Proven abilities in Team Management and Training for the Team and the Dealers staff for providing better customer service.
• Planning & controlling the service function with accountability on profit & loss for assigned products.
• Defining the service standards and ensuring compliance to the norms.
Proficiency Forte
•Leading daily service delivery, continuous improvement of provider services in accordance with targets / objectives.
•Driving operational excellence set as a standard by the clients and adhering to the standard operating procedures.
•Mapping clients, identifying improvement areas and implementing measures to maximize satisfaction levels.
•Ensuring continuous interaction with customers to ensure that areas of concern are addressed promptly for improved preset service levels.
•Setting out in-house quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs for their services.
•Establishing strategic alliances / tie-ups with financially strong and reliable channel partners, resulting in deeper market penetration.
•Identifying & networking with prospective clients, generating business from the existing accounts, achieving profitability and increased growth.




Career Contour

Accountabilities

•Handling clients/vendor and dealers by maintaining effective excellent customer relations as well as co-ordination
•Handling Break down Calls & maintain the data of Happy Calling, Sales coordination, revenue generation.
•Given Soft Skill Training & Training Coordination for new employs.
•Enhancing of Customer delight by proper monitoring of TAT, SRR, Open Call Ratio(OCR), CSI(Customer Satisfaction Index)& DSI(Dealer Satisfaction Index)
•Providing warranty service( PMC & AMC services)
•Coordinating for service camp & audit, escalations, maintain MSL in stores and orientation center, etc.
•Co-ordination between sales, customer care/call center & other staffs by giving services, support, etc.
•Maintaining SP& ASP billings and reports.
•Maintaining MSL at ASP end, allocating the staffs to different allocations
•Computing MIS and compiling zonal reports.
•Responsible for proactive service, PMC & warranty service.
•Doing Happy Calling and maintain customer satisfaction.
•Staff Leave Records & Local Attendance management
•Agreement /Contract & Record Management of the staffs, ASP, SP
•Provides services that are above and beyond for customer satisfaction and retention.
• Identifying sound business practices and stay ahead of competition.
• Proven abilities in Team Management and Training for the Team and the Dealers staff for providing better customer service.
• Planning & controlling the service function with accountability on profit & loss for assigned products.
• Defining the service standards and ensuring compliance to the norms.
Highlights
•Resolved the break down calls as well as suggested for SLA among the company & service provider by giving priority to TAT.
•03 Times got first position among PAN INDIA by doing TAT.
•Minimized cost to the company by saving paper, introducing SLA among the company & ASP and SP.

Accountabilities
• Handling MIS and VVIP/MAAS Guests, welcoming & assisting the Guest.
• Worked as grooming coordinator for male in Kolkata.
• Expert In Reservation & Ticketing
• Stopping the mishandling of baggage along with maintaining the baggage tracker & portal.
• Coordinate with reservation, check in area, boarding point, etc.
• Handling MIS & Maintaining TAT.
Highlights
• Four times Star Certificates in on the job process.
• Being the in charge of Arrival section, I have asked by juniors to be always with the guest for the assistance.