Anindita Kundu
Manager Customer Support
Hyderabad
Summary
Experienced and results-focused Operations Manager with 7+ years of overseeing daily operations and improving business performance. Skilled in leading teams, enhancing efficiency, and ensuring timely delivery of quality products/services. Strong in problem-solving, data analysis, and cost management, with a proven track record of achieving goals and increasing profitability.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Manager Customer Support
Global University Systems
10.2024 - Current
- I manage the operations of Customer Success Team
- My responsibilities are focused on ensuring customers receive maximum value from our company's products or services and are satisfied with their experience
- Setting clear goals, monitor performance, and provide regular feedback to help the team improve their skills and achieve KPIs are part of my responsibilities
- I am also responsible to support team members in enhancing customer engagement, managing challenging situations, and ensuring high customer satisfaction levels
- I regularly evaluate and enhance internal processes for onboarding clients, account management, issue resolution, and other customer-focused functions
- We collect customer feedback and collaborate with product and engineering teams to recommend improvements based on common customer needs
- Additionally, I regularly review customer satisfaction data and take proactive measures to address issues before they escalate
- We collaborate with other departments to ensure a seamless customer journey from acquisition through ongoing support and expansion
Team Lead – Retail Support
Revolut
08.2023 - 09.2024
- I was responsible for managing 15-18 support specialists working on resolving customer queries
- I was also responsible to provide coaching to the agents on their performance and make their KPI reports
- I’ve done deep dive on agents’ performance and I’ve also worked on root cause analysis to improve KPI attainment
- I drive productivity of my team along with managing shrinkage and attrition
- As a team we worked on achieving 99% quality attainment by adhering to our dynamic SOP
Assistant Manager – Catalog Specialist
Reliance Retail
05.2022 - 08.2023
- My key role was to manage 6-8 specialist working on the catalogue improvement of every category listed in the Jiomart website using CRM tool
- My role also required me to improve KPIs to meet operational target of the team along with increasing productivity and managing shrinkage and attrition
- I was also responsible for managing workflow and handling escalations of our team
- I collaborate with various stake-holders and vendors while handling escalations and providing feedback and coaching to the agents
- I launched a pilot project where agents were to write and audit enhanced content of existing catalogues post competitive website analysis
- My team also worked on finding out and suppressing restricted products in the website and notifying the sellers
Catalog Specialist I
Amazon India Pvt Ltd
07.2017 - 05.2022
- I am a part of the quality audit team and currently my responsibilities include quality checking of regular audits and performing deep dives to provide insights on edge cases
- Have been a part of a pilot project of Selection Audits for protected brands under Amazon Catalog for over 14 countries, where I audit erroneous product listing submissions of Amazon’s 3rd party sellers
- Have also been a part of the Merchant Appeals team, where I have resolved multiple cases appealed by the sellers and other stakeholders
- Have mentored and supported new hires and team members on process and usage of tools
- Identified gaps in process and escalated to relevant teams through defined channels and arrived at a solution
- Addressed concerns of the team and maintained a healthy and pleasant work environment
Customer Support Associate
Amazon India Pvt Ltd
07.2017 - 11.2019
- Have been hired as an associate for non-voice process and upskilled for various voice processes
- Have worked as a Department Specific Trainer and handled Newly Hired trainees
- Provided process and communication training to the batches
- Have also worked as a Subject Matter Expert for the new hires as well for the cross functional teams
- Have been a part of a pilot project of IN Message US and supported the team to 100% dial up
Education
B.Tech -
12th Standard - Maths, Physics and Chemistry
10th Standard - undefined
Skills
- People Management
- Process Improvement
- Project management
- Project planning
- Performance management
- Customer relationship management (CRM)
Profile synopsis
Hands-on experience in team management, operation management, KPI and performance management, Shrinkage, Productivity and Attrition management. Showcased excellence in Customer Relationship Management, Strategy & Process Improvement, Customer Advocacy and Support, Collaboration & Cross-functional Work, Reporting and Analysis, Customer Success Planning, identifying process gaps and initiating the improvements with a key focus on customer satisfaction. Articulate communicator with excellent negotiation, interpersonal & stakeholder management skills, highly flexible and adaptable to new situations, processes and skills, possessing strong business acumen and work ethics. Deterministic, disciplined and result-oriented personality with a logical and inquisitive mind, with an eye for detailing, ability to work under pressure in a deadline driven environment.
Accomplishments
- Received multiple awards for best performance during RNR cycles.
- Awarded as one of the top performers in BPBO and IN Message Us skill during peak cycles.
Native
Durgapur, West Bengal
Personal Information
- Date of Birth: 11/04/95
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Timeline
Manager Customer Support
Global University Systems
10.2024 - Current
Team Lead – Retail Support
Revolut
08.2023 - 09.2024
Assistant Manager – Catalog Specialist
Reliance Retail
05.2022 - 08.2023
Catalog Specialist I
Amazon India Pvt Ltd
07.2017 - 05.2022
Customer Support Associate
Amazon India Pvt Ltd
07.2017 - 11.2019
12th Standard - Maths, Physics and Chemistry
10th Standard - undefined
B.Tech -
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