Santanu Kundu
Hooghly
Summary
Strategic leader in management field known for high productivity and efficient task completion. Possess specialized skills in operational strategy, team leadership, and conflict resolution. Excel in communication, adaptability, and problem-solving to achieve organizational goals.
Overview
12
12
years of professional experience
Work History
Service Manager
Reliance Retail Ltd
Hooghly
11.2022 - Current
- Presently Responsible for Customer Service of Hooghly Areas
- During November,2022- August,2024 taken care Customer Service of Siliguri & Darjeeling Areas
- Devising method to ensure availability of adequate infrastructure and hygiene at service Centers by developing operational excellence by implementation of Customer Service Process & Policies and resolve gaps in customer service (impacting Customer Satisfaction, TAT, Service Cost, Repair Quality)
- Providing timely resolution for customer escalation & analysing RCA of customer service Performance parameter (TAT, NPS, Revenue)
- Ensuring Smooth return Process of DOA, Defective Parts from Service Partners, Warehouse Damage stock reconciliation & Distributor defective resolution as per policy standard
- Ensuring spare part availability at service centre as per consumption & shared MSL data
- Crosschecking the same weekly basis to deliver a perfect after sales service within TAT
- Conducting Technical training for Field engineers & weekly meeting to clarify their issues and keeping them highly motivated to get best KPI performance consistently
- Planning Quality Assurance Program, including on-site evaluations, Dealer & Distributor visit and make sure that dealer stock issues are handled properly within time limit as per SLA
- Revenue Generation
Service Executive
Wipro Enterprises (P) Limited
Hyderabad
02.2015 - 10.2022
- During April,2017- October,2022 Taken Care after sales service of Orissa, AP, Telangana & UP Region
- During February,2015- March,2017 Taken care after sales service of West Bengal & North East Locations
- Service Complaints monitoring and maintaining TAT
- Managing Service Franchises and their teams for faster service provide
- Monitoring complaints logging details on regular basis and allocate to respective areas franchise Team and ensure timely closures
- Spares Management- Indent spares and safety stock planning, send spares to respective teams As per requirement, coordination with materials team and factory team for early spares Movement
- Execution of Projects Works - Supervision of Installation, testing & commissioning work as per Approved design
- Maintenance Work Supervision
- CSAT Collection and Satisfactory letter collection on Client Letter Head
- Send Feedback about new products to QA Team on product performance
- Service franchise rate contract finalize
- Revenue generation
Technician
Philips India Limited
Kolkata
06.2014 - 01.2015
- Worked on Philips Lighting Quality Department and responsible for attending Eastern Region Field service complaints and resolve complaints, especially solar lighting products
Sales & Service Engineer
Macwin India
New Delhi
07.2012 - 01.2014
- Worked on Scientific and Analytical Instruments, responsible for sales as well as service of the Scientific Instruments
Education
Diploma - Electronics & Telecommunication Engineering
ELITE Polytechnic Institute
West Bengal01.2012
12th standard -
Janai Training High School
01.2009
10th standard -
Janai Training High School
01.2007
BBA - Business Administration
Amity University
KolkataSkills
- Customer service management
- Data analytics
- Maintenance and repair
- Technical support
- Project planning
- Process implementation
- Productivity monitoring
- Inventory management
- Team collaboration and leadership
- Performance evaluations
- Revenue generation
Foreigntraining
- RISE (Right Industrial Systems Engineering Pvt Ltd.), Singapore, On Chemical Wet Benches, 03/17/13 - 03/21/13
- MICROTOOLS, Singapore, On Micro Machining, 03/22/13 - 03/26/13
Languages
- English
- Hindi
- Bengali
Disclaimer
I hereby declare that the above written particulars are true to the best of my knowledge and belief.
Area Of Expertise
- Customer Service Management
- Operating Service Centers & Team
- Access of SAP CRM & SAP
- Spares Management
- Project Execution
- Maintenance Work Supervision
- Planning Quality Assurance Program
- Customer Interaction & CSATs and NPS Collection
- Maintaining TAT
- Revenue Generation
Personal Information
- Father's Name: Late Santiranjan Kundu
- Blood Group: B+
- Date of Birth: 06/25/91
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Service Manager
Reliance Retail Ltd
11.2022 - Current
Service Executive
Wipro Enterprises (P) Limited
02.2015 - 10.2022
Technician
Philips India Limited
06.2014 - 01.2015
Sales & Service Engineer
Macwin India
07.2012 - 01.2014
Diploma - Electronics & Telecommunication Engineering
ELITE Polytechnic Institute
12th standard -
Janai Training High School
10th standard -
Janai Training High School
BBA - Business Administration
Amity University
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