Kunal Guha

  • Kolkata WB
Kunal Guha

Work History

Work History

Customer Care Executive

International telecom
Customer care executive Event management(team Co-Ordinatior) Kunal. jpg Professional strengths 7 years of experience in the areas of

Team Coordinator

Industries Worked In
Telecom(Relation & retention)/(Mis analysis, Team coordinator)

Customer Care Executive

International telecom
Customer care executive Event management(team Co-Ordinatior) Kunal. jpg Professional strengths 7 years of experience in the areas of

Team Coordinator

Industries Worked In
Telecom(Relation & retention)/(Mis analysis, Team coordinator)
Dec 2010 - Present

Manager

East LTD
In Payroll of Shomuk).- Retention executive Postpaid Churn Management-Voluntary(Kolkata) Responsible for dealing with postpaid customers. Responsible for the operational management and analysis on churn & retention. Product upselling Identify key reasons of churn and assure deliverables by initiating improved action plans and tweaking of processes. Responsible for keeping the postpaid customers with Vodafone in postpaid by giving best offers to them, make customized plan for them so that their bills are getting lower & they feel good to be in Vodafone postpaid service. Tracking customer behavior, trend lines and predict customer churn and launch proactive action plans. Preparing weekly report of customer irritant factor. Making PPT for the Kolkata circle month end review. Evaluating areas of improvement by assessing customer feedback for achieving customer satisfaction matrices. Post-paid Outbound Call Centre
Dec 2010 - Present

Manager

East LTD
In Payroll of Shomuk).- Retention executive Postpaid Churn Management-Voluntary(Kolkata) Responsible for dealing with postpaid customers. Responsible for the operational management and analysis on churn & retention. Product upselling Identify key reasons of churn and assure deliverables by initiating improved action plans and tweaking of processes. Responsible for keeping the postpaid customers with Vodafone in postpaid by giving best offers to them, make customized plan for them so that their bills are getting lower & they feel good to be in Vodafone postpaid service. Tracking customer behavior, trend lines and predict customer churn and launch proactive action plans. Preparing weekly report of customer irritant factor. Making PPT for the Kolkata circle month end review. Evaluating areas of improvement by assessing customer feedback for achieving customer satisfaction matrices. Post-paid Outbound Call Centre
Feb 2010 - Oct 2010

Customer Care Executive

IBM DAKSH Business Process PVT LTD
Customer Care Executive Responsible for dealing with customer relevant queries, complaints and request for information on products and services Adhere to latest training and support standards and procedures. Work with the support team to ensure service level requirements are exceeded. Answering calls in a prompt courteous manner. Escalation and follow-up of cases requiring further action Confirmed customer understanding of the solution and provided extra customer education as required Achievements: Received star performer award for the 1 st quarter.
Feb 2010 - Oct 2010

Customer Care Executive

IBM DAKSH Business Process PVT LTD
Customer Care Executive Responsible for dealing with customer relevant queries, complaints and request for information on products and services Adhere to latest training and support standards and procedures. Work with the support team to ensure service level requirements are exceeded. Answering calls in a prompt courteous manner. Escalation and follow-up of cases requiring further action Confirmed customer understanding of the solution and provided extra customer education as required Achievements: Received star performer award for the 1 st quarter.

Education

Education

2006

B.Com

Netaji Nagar Day College in the
2006

B.Com

Netaji Nagar Day College in the