Kuheli Bose
Bengaluru
Summary
Accomplished manager with expertise in coordinating diverse teams and overseeing complex projects. Proficient in strategic planning and operational improvement, achieving significant enhancements in efficiency and productivity. Instrumental in implementing innovative solutions that fostered organizational growth while maintaining high-quality standards. Dedicated to optimizing service procedures to drive customer satisfaction, build loyalty, and enhance retention.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Manager
GlobeGround India
Bengaluru
04.2023 - Current
- Supervised staff to ensure seamless coordination and operational efficiency with an international airline and other stakeholders.
- Demonstrated exceptional leadership skills, and made decisive decisions in high-pressure situations, contributing to operational agility.
- Efficiently managed rostering and shrinkage, optimizing workforce utilization, and minimizing operational loss.
Customer Relationship Manager
AIR INDIA sats (AISATS)
Bengaluru
08.2022 - 03.2024
- Led a team of 50-60 customer service representatives, exceeding service expectations and achieving a remarkable 20% increase in customer satisfaction ratings
- Fostered and maintained strong client relationships, resulting in a significant 15% decrease in customer churn rate
Process Specialist
Infosys BPM
Bengaluru
04.2022 - 04.2023
- Reduced customer inquiries, achieving a 25% decrease in average call handling time
- Improved customer retention by 20% through effective advocacy for customers
- Enhanced customer experience by implementing proactive communication and personalized solutions
- Facilitated the training of new hires on effective customer inquiry handling techniques to ensure seamless onboarding
Senior Customer Service Executive
Spicejet
Kolkata
06.2019 - 03.2022
- Managed customer complaints to ensure efficient resolution and satisfaction
- Supervised team performance and provided coaching to improve customer service standards
- Resolved internal and external customer queries promptly and effectively
- Developed and implemented customer service strategies to improve customer satisfaction levels.
Senior Customer Service Executive
Jet Airways
Kolkata
07.2017 - 06.2019
- Enhanced productivity by exemplifying exceptional time-management skills, resulting in meeting 100% of tight deadlines
- Maintained a high customer satisfaction rate of 95% by proficiently resolving customer queries
Station Supervisor
STIC Travels
Kolkata
03.2016 - 07.2017
- Mentored and coached talented individuals to enhance their skills and professional growth, leading to a 20% improvement in overall team productivity
- Conducted comprehensive training sessions for the GHA staff, leading to a substantial 25% increase in customer satisfaction ratings
Customer Service Associate
Air India Air Transport Services
Kolkata
08.2012 - 03.2016
- Resolved all customer queries to enhance customer experience
- Ensured seamless flight operations with effective resolution of customer issues
Education
B.Com - Commerce
Calcutta University
01.2010
XIIth -
West Bengal, English
01.2007
Xth -
West Bengal, English
01.2005
Skills
- Shrinkage Control
- Workflow management
- Client relations and retention
- Personnel training and development
- Staffing coordination
- Complaint resolution
- Team building and leadership
- Process improvement specialist
- Project management
- Handling escalations
- Decision-making
- Escalation handling
Certification
BTEC HNC Certification
Projects
Human Behavioral, 30 Days, Conducted comprehensive investigations into the behavior and needs of senior citizens by conducting personal visits to an old age home, yielding valuable insights into their challenges and hardships., Showed genuine compassion towards the elderly community and actively participated in an NGO dedicated to supporting old age homes., Engaged with a diverse group of elderly individuals to gain a better understanding of their specific requirements, fostering a deep appreciation for their life experiences., Facilitated seamless operations and timely problem-solving by fostering efficient collaboration with other departments.
Hobbies and Interests
- Driving and exploring different places
- Swimming
Languages
- English
- Hindi
- Bengali
Timeline
Customer Service Manager
GlobeGround India
04.2023 - Current
Customer Relationship Manager
AIR INDIA sats (AISATS)
08.2022 - 03.2024
Process Specialist
Infosys BPM
04.2022 - 04.2023
Senior Customer Service Executive
Spicejet
06.2019 - 03.2022
Senior Customer Service Executive
Jet Airways
07.2017 - 06.2019
Station Supervisor
STIC Travels
03.2016 - 07.2017
Customer Service Associate
Air India Air Transport Services
08.2012 - 03.2016
B.Com - Commerce
Calcutta University
XIIth -
West Bengal, English
Xth -
West Bengal, English
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