Aninda Mandal has over 10 years of experience in operations management and customer service. He is currently the Senior Customer Support for the east region at Century Ply, where he is responsible for all customer support activities. Prior to this, he held roles in customer service and operations at several companies. He has strong skills in customer relationship management, team leadership, process improvement, and data analysis.

1. Aninda Mandal
Mobile: +91-9836458010 / +91-9831508677 ~ Phone (R): +91-33-25297452 ~ E-Mail: aninda_bee@yahoo.com ~
Linked In Profile: https://in.linkedin.com/pub/aninda-mandal/a/707/884
Seeking assignments in Customer Service/Operations Management/ADMIN with an organization
of repute.
Professional Snapshot
• Over 10.7 years of expertise in Operations Management and Customer Service Operations.
• Currently associated with Century Ply (I) Ltd, Kolkata as Sr. Customer Support, East. (Entirely responsible for
customer support in east region)
• Adroit in ensuring delivery of high quality services to support customer's business needs and achieving continued
high customer satisfaction from all operational users for services.
• Process & Policies development and Implementation as well as doing service from open market.
• Adept in handling customers, managing revenue, account profitability, CSAT ,SP & ASP Handling, maintain MSL at
SP & ASP end, Coordinating with Call center, Escalation and end to end operation process
• Deft in providing the earliest possible notification of potential service disruption or degradation and
recommending procedures to minimize the impact.
• Building up SOPs and doing amendment in SOPs based on practical/field experiences in customer service.
• An effective communicator with excellent relationship building & interpersonal skills backed by strong analytical,
problem solving and organizational abilities.
• Good people skills ability to communicate effectively and build long lasting/ mutually beneficial relationships.
• Self motivated, hard working and goal-oriented, with a high degree of flexibility, resourcefulness and commitment.
• A team player, ability to work comfortably with people from diverse backgrounds and experiences.
• Enriched with a clear understanding of supervision, coordination and proper management.
• High level of flexibility and adaptability, with a flair for getting through to people and managing them ably.
• Motivated and goal driven, continuously striving for improvement.
• Extensive experience in Trade Partner management in the area of after sales service (customer care).
• Ability to make the new process & take innovative action according market growth & customer demand.
• Ability to standardize and streamline process and bring about improvement and control to ensure good customer
care.
• Ability to analyses complex numerical data’s and brings about insights, conclusions & decision-makings.
• Ability to identify sound business practices and stay ahead of competition.
• Proven abilities in Team Management and Training for the Team and the Dealers staff for providing better
customer service.
• Planning & controlling the service function with accountability on profit & loss for assigned products.
• Defining the service standards and ensuring compliance to the norms.
Proficiency Forte
• Leading daily service delivery, continuous improvement of provider services in accordance with targets /
objectives.
• Driving operational excellence set as a standard by the clients and adhering to the standard operating procedures.
• Mapping clients, identifying improvement areas and implementing measures to maximize satisfaction levels.

2. • Ensuring continuous interaction with customers to ensure that areas of concern are addressed promptly for
improved preset service levels.
• Setting out in-house quality standards for various operational areas, ensuring a high-quality customer experience
while adhering to the SLAs for their services.
• Establishing strategic alliances / tie-ups with financially strong and reliable channel partners, resulting in deeper
market penetration.
• Identifying & networking with prospective clients, generating business from the existing accounts, achieving
profitability and increased growth.
Career Contour
Since Feb’15 with Century Ply (I) Ltd, Kolkata as Sr. Customer Support (East) in Decorative Veneer
(Directly Reporting To Executive Business Head)
Accountabilities
• Mapping entire Customer Care Division, Complaint management, Implementing Process & Policies in East Zone,
Developing SOP based VOC & Field feedback.
• Handling clients/vendor and dealers by maintaining effective excellent customer relations as well as co-ordination.
• Coordinating for service camp, escalations, providing warranty service, Service Audit from open market.
• Maintaining and Preparing as well as doing amendment in SOPs based on practical/field experiences.
• Co-ordination between Sales, Customer care/Call center & other staffs by giving services support.
• Back End and Operation Management as well as computing MIS and compiling zonal reports.
• Preparing Product feedback reports and FCR after analyzing the service calls.
• Handling Break down Calls, Escalations and Maintaining TAT.
• Maintaining data of SP & ASP billings and reports.
• Implemented “Happy Calling” and maintain customer satisfaction.
• Planning & controlling the service function with accountability on profit & loss for assigned products.
• Proven abilities in Team Management and Training for the Team and the Dealers staff for providing better
customer service. Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand customer needs, providing guidance,
feedback, and individual coaching when needed.
• Analyses complex numerical data’s and brings about insights, conclusions & decision-makings.
• Strong expertise in identifying and developing dealer networks to provide good service to large number of
customers.
• Defining the service standards and ensuring compliance to the norms.
Highlights
• Resolved the break down calls as well as suggested for SLA among the company & service provider by giving
priority to TAT.
• Maintaining, Preparing and doing amendment in SOPs based on practical/field experiences in customer
support/service.
•
Sep’11-Feb’15 with Jaquar & Company Pvt. Ltd. (MNC), Kolkata as Zonal Service Coordinator
Accountabilities
• Handling clients/vendor and dealers by maintaining effective excellent customer relations as well as co-ordination
• Handling Break down Calls & maintain the data of Happy Calling
• Providing warranty service( PMC & AMC services)
• Coordinating for service camp & audit, escalations, etc.
• Co-ordination between sales, customer care/call center & other staffs by giving services, support, etc.
• Back End & Operation Management as well as maintaining TAT for break down calls.
• Maintaining SP& ASP billings and reports.
• Maintaining MSL at ASP end, allocating the staffs to different allocations
• Computing MIS and compiling zonal reports.
• Responsible for proactive service, PMC & warranty service.
• Doing Happy Calling and maintain customer satisfaction.
• Staff Leave Records & Local Attendance management
• Agreement /Contract & Record Management of the staffs, ASP, SP
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand customer needs, providing guidance,
feedback, and individual coaching when needed.
• Identifying sound business practices and stay ahead of competition.
• Proven abilities in Team Management and Training for the Team and the Dealers staff for providing better

3. customer service.
• Planning & controlling the service function with accountability on profit & loss for assigned products.
• Defining the service standards and ensuring compliance to the norms.
Highlights
• Resolved the break down calls as well as suggested for SLA among the company & service provider by giving
priority to TAT.
• 03 Times got first position among PAN INDIA by doing TAT.
• Minimized cost to the company by saving paper, introducing SLA among the company & ASP and SP.
Jul’10 –Sep’11 with Aceline Info Solutions Pvt Ltd, Kolkata as Customer Support Coordinator
(PAN India)
Accountabilities
• Dealing with the service of breakdown, maintenance of ACS & HVAC at BTS sites of Reliance Infocom & Vodafone.
• Performing break down follow-ups along with performing other administrative jobs.
• Vendor/Dealer Management (HVAC) & Co-ordination between sales , customer care & other staffs
• Handling clients and dealers by maintaining effective excellent customer relations.
• Responsible for proactive service, PMC & warranty service for ACS at BTS sites.
• Allocating the staffs to different allocations.
• Computing MIS and compiling zonal reports
Highlights
• Constantly followed follow up with SP & ASP to reduce the service call rate.
• Suggested IT dept not to use logo or any image in the e-mail which is cost to company, saving papers & electricity,
monitoring TA of staffs etc.
NOV’08 – JUNE’10 from INDIGO AIRLINES, Kolkata as CUSTOMER SERVICE AGENT
Accountabilities
• Handling MIS and VVIP/MAAS Guests
• Expert In Reservation & Ticketing
• Handling entire arrival operation at NSCBI Airport.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional
job duties.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make
decisions and provide input on possible improvements.
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and
service aspects of the job.
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
Oct’05 – Nov’08 from Kingfisher Airlines, Kolkata as Guest Service Agent
Accountabilities
• Handling MIS and VVIP/MAAS Guests, welcoming & assisting the Guest.
• Expert In Reservation & Ticketing
• Stopping the mishandling of baggage along with maintaining the baggage tracker & portal.
• Coordinate with reservation, check in area, boarding point, etc.
• Handling MIS & Maintaining TAT.
Highlights
• Four times Star Certificates in on the job process.
• Being the in charge of Arrival section, I have asked by juniors to be always with the guest for the assistance.
Academic Credentials
2012 B.A. (English) completed in the year 2012 from MANONMANIAM SUNDARANAR UNIVERSITY, Tamil Nadu
2005 Three years in Power Hardware (PC Maintenance) from Brainware Computer Academy

4. 2004 Six months foundation course from Tata Infotech
2003 AISSCE Exam completed in the year 2003 from C.B.S.E.
2001 AISSE Exam Completed in the year 2001 from C.B.S.E
Trainings Undergone
• Training on Airport Operation, services & SABRE Reservation Training from Kingfisher Airline.
• Undergone training for mishandling of Baggage, maintaining Tracker & Tracer as well as DGR Basic.
Extramural Engagements
• Passed Junior Level of Art & Drawing.
• Second rank in Athletic Event on Regional Level.
Personal Dossier
Date of Birth: 11th
June 1984
Address: 62, M. M., Ghosh Road, P/O Motijheel, Dum Dum, Nager Bazar, Kolkata- 700074, W.B, INDIA
Linguistic Abilities: English, Hindi and, Bengali.
Passport Details: Passport No: J9609628
Date of issue & expiry: 29th
Dec’2011- 28th
Dec’2021.
Place of issue: Kolkata.