KAUSIK MONDAL

• System Operations: Operate and maintain the CAFM system (FMPRO HUB) on a daily basis; ensure accurate
and up-to-date data entry for all facilities activities across the portfolio.

• Work Order Management: Create, assign, track, prioritise, and close work orders for planned preventive
maintenance (PPM) and reactive maintenance tasks; monitor SLA compliance and escalate delays proactively.

• Soft Services Coordination: Manage and schedule soft service activities including cleaning, pest control,
landscaping, and waste management; track vendor attendance, performance, and deliverables against agreed
service levels.

• Reporting: Generate weekly, monthly, and ad-hoc operational reports using MS Excel and Power BI; produce
KPI dashboards for senior management to support strategic decision-making.

• Maintenance & Assets: Maintain asset registers; coordinate with maintenance teams to ensure all equipment
is serviced on schedule; track asset lifecycle data and update CAFM records accordingly.

• Compliance & Audit: Support internal and external audits by maintaining accurate CAFM records; ensure
compliance with health & safety regulations, company policies, and client contractual requirements.

• Stakeholder Relations: Serve as the primary CAFM system liaison for operations managers, engineers, and
client representatives; respond to queries and resolve data discrepancies promptly.

• Safety & Quality: Uphold workplace safety standards; conduct pre-checks on assigned tasks; flag non
conformances and coordinate corrective actions with the relevant teams.

• Delivered frontline customer service for a diverse client base; handled enquiries, service complaints, and
account-related issues via phone and email channels.

• Maintained detailed customer records and interaction logs; ensured data accuracy and confidentiality in
compliance with company policies.

• Collected and documented customer feedback systematically; prepared feedback summary reports used for
service improvement initiatives.

• Collaborated with team leads to implement best practices in customer communication, contributing to
improved satisfaction scores.

• Handled inbound and outbound client calls, addressing service queries, appointment scheduling, and test
report clarifications with professionalism and empathy.

• Managed client complaints end-to-end: logged, escalated where necessary, resolved within defined TAT, and
followed up to ensure satisfactory outcomes.

• Maintained accurate and up-to-date client records in the CRM system; performed data entry of test results,
patient information, and service feedback.

• Prepared daily, weekly, and monthly client interaction and complaint resolution reports for team leaders and
management review.

• Coordinated with internal departments (lab, logistics, billing) to resolve service delivery issues and ensure
seamless client experience.