Summary
Overview
Work History
Education
Skills
Languages
ADDITIONAL QUALIFICATION
Timeline
Generic

Kavita Sandhu

Thane

Summary

In quest of senior managerial roles in the field of Administration, Facility Management, Procurement, Vendor /Contract Management, Billing & MIS, Executive Assistant with an organisation of high repute. Overall Experience – 20 Years + Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

27
27
years of professional experience

Work History

Head – Customer Support

21K School
03.2021 - Current
  • Leading a team of 14 members managing end-to-end parent and learner support across academics, finance, onboarding, and retention.
  • Overseeing all escalations and ensuring resolution of parent/student queries within 24–48 hours through call, email, WhatsApp, and internal ticketing system.
  • Responsible for preparing and sharing invoices for tuition fee, activity and assessment fees, and resolving parent queries on the same.
  • Handling fee follow-ups, coordinating reminders for pending payments, addressing objections, and supporting families with payment extensions or plans.
  • Designing and implementing the Rollover Fee Structure for existing parents and facilitating the admission process for rollover cases.
  • Analysing CRM data related to fee collection, student withdrawals, retention rates, and ticket resolution status to drive strategic actions.
  • Managing parent retention by personally interacting with parents intending to withdraw, identifying their pain points, and offering solutions to retain the child.
  • Coordinating with the academic and finance teams to clarify academic concerns or financial dues that could impact continuation.
  • Monitoring ticket response timelines and resolution quality, ensuring alignment with service-level expectations.
  • Leading the automation of communication triggers, reminders, and reporting systems to streamline processes.
  • Preparing regular reports and dashboards on support operations, escalation trends, fee status, and CRM health for leadership review.
  • Previous Role: Admissions Coordinator
  • Facilitated the end-to-end admission process, including form filling, documentation, batch allocation, and portal access setup.
  • Maintained an accurate admissions database, collaborated with Sales for verification, and guided parents at every stage.
  • Generated login credentials and added students to their respective classes or programs.
  • Provided one-on-one support to families during onboarding, ensuring a smooth transition for new learners.
  • Previous Role: Lead – Parent Engagement & Support
  • Acted as liaison between parents and school teams for timely redressal of queries and feedback.
  • Shared important updates on academic events, activities, and PTMs.
  • Worked with absentee learners and parents to improve attendance and engagement.
  • Supported teachers and SENDCOs in difficult parent interactions and helped facilitate inclusive learning environments.
  • Initiated efforts to improve parental participation and maintained qualitative and quantitative data on engagement.
  • Coordinated with community support channels when parents required external help.
  • Took charge of fee follow-ups and payment assistance for existing learners.
  • Current Role: Head – Customer Support (Since July 2023)
  • Department: Customer Support, Admissions, Parent Engagement

Assistant Manager

Oracle Financial Services Software Ltd.
10.2004 - 02.2016
  • In-charge of Administration and Facilities Management for Corporate Office (above 50,000 sq. ft. area).
  • Manage various Administrative functions to keep pace with the growth of the company.
  • Infrastructure / Office Maintenance:
  • Manage various functions of Facilities department, viz. Housekeeping, Security, Facility management, Mailroom, Concierge Desk, Employee services, Cafeteria & Food management.
  • Handle day to day maintenance and upkeep of the office and supervising day-to-day House Keeping & other support services.
  • Monitor and inspect buildings and premises for fire, security and safety issues, and monitor plans for compliance with state regulations.
  • Supervision of all repair work and support services like Electrician, Plumbing, Carpentry etc.
  • Manage the inventory of housekeeping consumables and maintenance consumables.
  • Responsible for maintenance of all office and electrical equipment, like Air Conditioners / Telephones / EPBAX / Printers / Copiers / Projectors / Lifts / Elevators / Access Control Systems / Security Systems / Garden and Contractors.
  • Coordinate and liaise with the public authorities and local bodies about administrative matters.
  • Manage the concierge desk, helping the new joiners for their day-to-day requirements and helping present employees with the basic concierge solutions.
  • Assisting the IT team for any internal shifting of resources and arranging Office Set-ups, Seating Arrangements & File Storages.
  • Providing complete admin support to HR Team for all event management activities.
  • Organized and Managed the Building Evacuation Drills, Fire Safety Training and First Aid Training.
  • Handled Employee Transportation System.
  • Managed Resignation, Transfer & Deputation Clearance with regards to Admin.
  • Hospitality:
  • Organized and Monitored Annual General Meetings, Board Meetings and Senior Meetings with Clients.
  • Organized the logistics, travel and accommodation for various offsite and meetings.
  • Handled Car and Hotel Bookings for Senior Management.
  • Procurement and Vendor Management:
  • Search and select good vendors, Appointing and Handling the different vendors and suppliers for various services.
  • Coordination, interaction and negotiations with vendors.
  • Request for Quotations (RFQ), Quotation Analysis and Placement of orders.
  • Advising Business Users on the preferred suppliers and approved processes for acquiring goods & services within budgetary guidelines and any policy restrictions.
  • Contact other departments, outside agencies and vendors resolve the problems.
  • Ensure payments of Vendors done on regular basis & validate the same in Invoice Tracker as per provision made in budget.
  • Contract Management:
  • Liaising with the Procurement team for the renewal of contracts in time.
  • Tracking and Ensuring Renewal, Amendment and finalisation of all AMC’s & Service contracts well within time.
  • Monitoring contracts from perspective of deliverables and expiry dates.
  • Resolving all post contracting engagement issues with the vendor.
  • Ensure all office supplies are maintained and ordered through cost effective suppliers.
  • Ensuring that the contracts tracker is updated and reviewed regularly.
  • Accounts Payable:
  • Scrutinizing vendor invoices in terms of completeness and adherence to PO / Contract terms.
  • Seeking necessary signoffs from respective user teams for satisfactory receipt of services/goods.
  • Seeking approval on the invoices as per Approval authority matrix.
  • Ensure the correct payments to suppliers in accordance with terms established by Purchase Orders.
  • Ensuring that the payment tracker is updated and reviewed daily.
  • Ensuring that the vendors / creditors are paid on time.
  • MIS Reporting:
  • Ensuring all actual expenses incurred are monitored against budget and adequate provisioning.
  • Monitoring PO and makes provisions in Monthly Accruals, Quarterly forecast and Annual Budget.
  • Ensuring that all documentation related to POs, Invoices, Contracts and approvals are maintained.
  • Reports on the Expenses, Utility and Purchase Payments.
  • Preparing Accounts payable MIS Reports & Budgeted statement for the management.
  • Handled Preparing & Approval of Budget for all India & International Offices.
  • Handled Capex and Opex Expenditure pertaining to branches.
  • Department: Administration

Office Administrator

Bridge Chem
09.2001 - 09.2004
  • Responsible for implementing general correspondence, meeting agendas, note/letter of Approval, correspondence for payment follow-up. Prepared and updated customer database, scanned correspondence (mail, email and fax) and routing to proper channel.
  • Responsible for the maintenance of records of incoming and outgoing product samples.
  • Responsible for the maintenance of records and files pertaining to Work Orders, Purchase Orders, Invoices and Annual Maintenance Contracts.
  • Role and responsibilities

Project Coordinator

Eventus Management Pvt. Ltd.
04.2001 - 09.2001
  • Administered the team to organize seminars for various organizations, invite corporates to attend the seminars and ensure their presence.
  • The Projects handled of Accton, Redhat India Pvt. Ltd., India Online Network Ltd., Apnaloan.com, Orance Just Talk, Titan Watches and Cavin Care.
  • Role and responsibilities

Telemarketing Executive

Solutions Integrated Marketing Services
11.1999 - 03.2001
  • Responsible for the updating of database of organizations.
  • Responsible for providing Invitations to Corporates for Seminars and ensuring their presence. The seminars organized by Microsoft, Oracle & Hewlett Packard, created awareness of its products, services and technologies to the corporates.
  • Managed the CBT Project organized by NIIT. Lead generation and awareness regarding merits of CBTs over classroom training methods, leading to closed deals of nature of Marico Industries, Mahindra & Mahindra, Mumbai port trust and such others.
  • Role and responsibilities

Office Administrator

Meriweb.net (India) Private Limited
07.1998 - 10.1999
  • Responsible for implementing general correspondence, meeting agendas, note/letter of Approval, correspondence for payment follow-up. Prepared and updated customer database, scanned correspondence (mail, email and fax) and routing to proper channel.
  • Assisted CEO and Marketing Manager in day to day activities, keeping track record of appointments, meetings and travel plans.
  • Responsible for the maintenance and upkeep of office premises and equipment.
  • Responsible for the maintenance of records and files pertaining to Work Orders, Purchase Orders, Invoices and Annual Maintenance Contracts.
  • Created awareness of the placement sites: selectedjobs.com and manpowersource.com through phone calls, faxes and emails.
  • Attended to customers grievances
  • Role and responsibilities

Education

Bachelor of Commerce -

Tolani College of Commerce
01.1997

Skills

  • Customer relationship management
  • CRM data analysis
  • Fee collection strategies
  • Team leadership
  • Process automation
  • Administrative management
  • Facilities coordination
  • Event organization
  • Vendor negotiation
  • Strategic problem solving
  • Effective communication
  • Conflict resolution
  • Data-driven decision making
  • Stakeholder engagement
  • FLUENT IN [LANGUAGE]
  • Team building
  • Reporting and documentation
  • Relationship building
  • Time management
  • Good Telephone Etiquette
  • Networking
  • Organization and time management

Languages

Language Proficiency – English, Hindi and Punjabi

ADDITIONAL QUALIFICATION

IT Knowledge: E-Commerce, Basic Computer Course from NIIT, Web Programming from Boston’s.

Timeline

Head – Customer Support

21K School
03.2021 - Current

Assistant Manager

Oracle Financial Services Software Ltd.
10.2004 - 02.2016

Office Administrator

Bridge Chem
09.2001 - 09.2004

Project Coordinator

Eventus Management Pvt. Ltd.
04.2001 - 09.2001

Telemarketing Executive

Solutions Integrated Marketing Services
11.1999 - 03.2001

Office Administrator

Meriweb.net (India) Private Limited
07.1998 - 10.1999

Bachelor of Commerce -

Tolani College of Commerce

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Kavita Sandhu