KAUSTAV MANDAL

Job Role at Cision:

• Serve as the frontline for customer queries and issues, ensuring prompt and effective responses.
• Supervise and support the team to uphold high standards of client satisfaction.
• Handle complaints and resolutions by providing real-time solutions tailored to client needs.
• Identify root causes of issues primarily for UK clients through email communication.
• Ensure timely delivery of client coverages and manage expectations with stakeholders.
• Coordinate with internal teams to resolve issues and facilitate a smooth workflow.
• Manage calendars and schedule meetings via Zoom and Microsoft Teams to foster collaboration and communication.
• Set up new users and organize training sessions as needed to enhance client onboarding.
• Prepare Management Information Systems (MIS) and generate various reports in Excel for clients, ensuring timely submission.
• Enhance knowledge articles, drive KPI changes, and monitor the progress of recruits to improve team performance.

Job Role at Myntra:

• Ensure adherence to company procedures and policies by team members, fostering a culture of compliance.
• Generate, update, and maintain comprehensive monthly reports for tracking performance metrics.
• Develop and nurture strong working relationships with both internal and external stakeholders to enhance collaboration.
• Coordinate with stakeholders via email and other communication channels to effectively resolve customer issues.
• Provide timely final resolutions to customer inquiries, ensuring adherence to stipulated timeframes through both email and phone communication.
• Actively engage with stakeholders to gather feedback and drive continuous improvement in processes and customer satisfaction.

• Handle inbound calls from UK customers for Virgin Media
• Assist customers with billing inquiries and package changes
• Submit progress reports and team statistics
• Prepare work schedules and arrange training sessions

• Handle inbound calls from US clients
• Provide L1 technical support to US ISPs