Saswata Mondal
Service Request Coordinator
Kolkata
Summary
Dynamic professional with expertise in service request coordination and stakeholder engagement at BT Eserv Pvt. Ltd. Proven track record in enhancing operational efficiency through cross-functional collaboration and process documentation. Skilled in problem-solving and continuous improvement, driving customer satisfaction and loyalty. Adept at multitasking and managing projects to meet deadlines without compromising quality.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Request Coordinator
BT Eserv Pvt. Ltd.
11.2024 - Current
- Coordinated service requests efficiently, ensuring timely resolution and enhanced stakeholder satisfaction through effective communication.
- Collaborated with cross-functional teams to resolve service issues, fostering a collaborative environment and streamlined operations.
- Assisted in the development of process documentation, contributing to improved training materials.
- Monitored service request metrics, identifying trends to inform improvements and enhance operational efficiency.
- Engaged with stakeholders to gather feedback on service processes, facilitating continuous improvement initiatives across the department.
- Prioritized and managed multiple projects simultaneously, ensuring all met their deadlines and objectives without compromising quality.
Customer Service Support Advisor
BT Eserv Pvt. Ltd.
06.2023 - 10.2024
- Delivered exceptional customer service by resolving inquiries efficiently, resulting in increased customer satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline service processes, enhancing overall operational efficiency and response times.
- Utilized CRM systems to track customer interactions, ensuring accurate record-keeping and timely follow-ups on inquiries.
- Trained new team members on customer service protocols, contributing to improved team performance and service quality.
- Utilized upselling techniques to increase customer satisfaction and
revenue. - Performed root cause analysis when resolving complex technical
problems.
Platform Moderator
Webhelp
03.2022 - 04.2023
- Monitored online community interactions, ensuring adherence to guidelines and enhancing user experience through timely interventions.
- Implemented moderation strategies that effectively addressed user-generated content, fostering a safer online environment.
- Collaborated with cross-functional teams to identify trends and improve moderation processes, leading to enhanced operational efficiency.
- Conducted regular audits of community interactions, ensuring compliance with platform policies and minimizing escalation of conflicts.
Vendor Billing Advisor
JindalX
02.2021 - 02.2022
- Managed vendor billing inquiries and resolved discrepancies, ensuring timely payments and maintaining strong supplier relationships.
- Reviewed and processed invoices using ERP systems, enhancing accuracy and streamlining the billing cycle for efficiency.
- Collaborated with cross-functional teams to develop and implement billing procedures, improving operational workflows and compliance.
- Trained new team members on billing processes and vendor management systems, fostering a knowledgeable and efficient workforce.
Education
Bachelor of Arts - Sociology
St. Xavier's College
Kolkata, India 04.2001 -
High School Diploma -
ST.XAVIER'S COLLEGIATE SCHOOL
Kolkata, India 04.2001 -
Skills
Service request coordination
Stakeholder engagement
Cross-functional collaboration
Process documentation
Continuous Improvement
AI Implementation
Upselling techniques
Root cause analysis
Problem-solving
Multitasking and organization
Time management
Team collaboration
Achievements
- Successfully implemented Blueprints and Hydra tool to track data utilization on IPFlex to avoid cease-in-errors and drive increased customer satisfaction.
- Successful creation of a self-developed app, "CUG_Hunter" with the help of AI. This helps check AOT data which is a daily operation done by the team. This results in FTE savings & this eliminates MUDA’s like overprocessing, defects, waiting and improves on overall accuracy of information extracted and reduces manual efforts for other critical contract activities, improving delivery and streamlining the complex process.
- Quote_Machine created to help as an Automated Billing tool for IPFlex circuits to eliminates manual labour completely to return required details with enhanced accuracy.
Certification
ITIL v4
Timeline
Service Request Coordinator
BT Eserv Pvt. Ltd.
11.2024 - Current
Customer Service Support Advisor
BT Eserv Pvt. Ltd.
06.2023 - 10.2024
Platform Moderator
Webhelp
03.2022 - 04.2023
Vendor Billing Advisor
JindalX
02.2021 - 02.2022
Bachelor of Arts - Sociology
St. Xavier's College
04.2001 -
High School Diploma -
ST.XAVIER'S COLLEGIATE SCHOOL
04.2001 -