Radhika Kunder
Commercial Manager (Operation & Finance)
Mumbai, India
Summary
To be an integral part of the company’s drive to achieve its goal and support with the committed and value-driven performance of self. Dedicated Media & Ecommerce industry professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Manager
Mindshare, Hindustan Unilever Ltd
Mumbai
05.2019 - Current
- Inflation Report
- CAD Tracker (Tracking of GRPs, Spends, PT, NPT, Time Band on monthly basis)
- CPRP Reporting (Under Delivery & Over Delivery of Channel)
- Payments on hold for Under delivery channels
- Co-ordinating with the Channels for Debit note and Credit note and keeping track
- IOP Updates – a) Tracking of conversion of Channel from Rate/GRP Adjustment to DN/CN
- Payment
- B) Payment term from 65 to 95 days
- C) 100% CN recovery
- D) Quarterly GRP Adjustment for network Channel
- Digital Pitch v/s Delivery Report
- OTT Romi Tracker for Tracking the CPM of Hotstar & Voot
- Covid Bonus tracker for Digital and TV Media
- Deal Management – Deal Preparation, Co-ordinating with Vendors
- No Due Certificate (NDC) tracker on yearly basis
- Following up Publisher/Producer for the NDC
- Following up for Outstanding Claims from the Producers/ Publishers
- Volume Discount and Space Banking Report
- Preparing Client Rebates tracker & Pre Read Tracker for Client Review.
Customer Care Lead
Mojostar Brand Management & Merchandising Solutions Pvt Ltd
07.2018 - 05.2019
- Interface with customers on product queries, order and delivery status on email, chats and phone calls
- Understand, uphold and manage the organization’s customer service policies and procedures
- Prepare reports related to customer service feedback/ Return Issues for top management
- Handling of escalation via calls/ chat / email effectively
- Coordinating with Courier Account Manager regarding the status for delivery, pick up and reverse pickup
- Generating and maintaining logistics report and sharing it with the management for data analysis and increasing efficiency
- Generating and maintaining return orders and sending the return products for quality check
- Co-ordinating with Quality check team for the Quality approval, as the refund could be initiated
- Work closely with the accounts team to ensure speedy refunds to customers
- Work closely with top management to improve the effectiveness of all customer service activities
- Working on Magneto Software
Jr. Manager
P N Gadgil Jewellers Pvt. Ltd
03.2015 - 07.2018
- Maintain product and service knowledge
- Manage the organizations customer service policies and procedures
- Plan, organize, direct, manage, and evaluate the customer service activities to improve the effectiveness of customer service
- Prepare reports related to customer service feedback for management
- Handling Social Media Customer queries and Grievances (i.e
- For Facebook, Twitter etc.)
- Handling 3rd Party Customer Queries and Grievances (i.e
- For Amazon, Flipkart, eBay and Snapdeal)
- Handling escalation calls/ chat / email
- Keeping Gold Scheme Payment record and Generate bills.
Team Leader
Gitanjali Lifestyle Ltd, Gitanjali Ltd
04.2012 - 01.2015
- Handling team (5 members) of customer service controlling Attrition and ensuring 100% retention rate of the Team
- Manage projects (Mahindra & Mahindra and Surya Company project)
- Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently
- Provide guidance on how to escalate complaints / disputes within the organization
- Improve the effectiveness of all customer service activities
- Co-ordinating with the clients (E-franchise) for their requirements and preparing product Catalogue
Senior Associate
First Source
03.2010 - 04.2012
- Web Chat – UK – O2 Telecom Process
- Online chatting with 3 Customers at a time
- Providing First-time resolution to Customer
- Working as per the client SLA
- Taking Feedback from our Team Leader on a positive way to improve our knowledge and service
- Initially was into Email Process got transferred to Chat process
Associate
First Advantage Private Limited
09.2007 - 07.2009
- Employment Verification (Background Screening) through calls and emails.
Computer Operator
Unicare Emergency Equipment Private Limited
Reading
08.2005 - 03.2007
- Preparing - Offer Letter, Order Acceptance letter, Invoices, Maintaining records for Monthly Sales Report in Excel
- Resolving queries and complaints from Clients
- Music, Travel
Education
Diploma in Human Resource - Human Resource
Welingkar University
Mumbai, India 08.2008 - 08.2009
Bachelor of Commerce (B.com) Degree - Financial Accounting
University of Mumbai
Mumbai, India 03.2004 - 03.2005
H.S.C - Financial Accounting
Mumbai Board
Mumbai, India 03.2001 - 03.2002
S.S.C - Maths
Mumbai Board
Mumbai, India 03.1999 - 03.2000
Skills
Operations management
undefinedTimeline
Manager
Mindshare, Hindustan Unilever Ltd
05.2019 - Current
Customer Care Lead
Mojostar Brand Management & Merchandising Solutions Pvt Ltd
07.2018 - 05.2019
Jr. Manager
P N Gadgil Jewellers Pvt. Ltd
03.2015 - 07.2018
Team Leader
Gitanjali Lifestyle Ltd, Gitanjali Ltd
04.2012 - 01.2015
Senior Associate
First Source
03.2010 - 04.2012
Diploma in Human Resource - Human Resource
Welingkar University
08.2008 - 08.2009
Associate
First Advantage Private Limited
09.2007 - 07.2009
Computer Operator
Unicare Emergency Equipment Private Limited
08.2005 - 03.2007
Bachelor of Commerce (B.com) Degree - Financial Accounting
University of Mumbai
03.2004 - 03.2005
H.S.C - Financial Accounting
Mumbai Board
03.2001 - 03.2002
S.S.C - Maths
Mumbai Board
03.1999 - 03.2000
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