Kaushik Kundu is seeking a job that provides satisfaction and career growth. He has over 15 years of experience in customer service and accounts management roles for travel technology companies. Currently he is a senior executive at Amadeus India, where he has worked for over 10 years managing a large client base and team. He is responsible for revenue, client management, product support, and staff management. Previously he worked at Gainwell Enterprises as an executive handling accounting, billing, reporting and IT functions.

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KKAAUUSSHHIIKK KKUUNNDDUU
20/1 & 21, Nilmoni Mallick Lane,
Howrah - 711101
Tel: +91-33-26370177
Mobile : 09331836286
E-mail: kundu.mail@gmail.com
______________________________________________________________________________________________________
Career Objective:
To be associated with a reputed Organization that provides Job Satisfaction, Self
Fulfillment and Promising Career Path.
Educational Qualification:
B.Com (Hons.) from South City College under Calcutta University in the year 2000.
Professional Qualification:
• MBA (Finance),distance,from ICFAI (Institute of Chartered and Financial Analyst of
India).
• E-Business Solution Provider Certification from IBM ACE, Kolkata (Course
developed by IBM & Prosoft).
• Certification in DOS & MS Office from THE BRITISH INSTITUTE (BIET), Kolkata.
• Accounting packages from ICA (Tally 7.2, FACT 2.05 WIN, ACE 6.0).
Professional Synopsys:
Primary Skills: Managing a full spectrum of Client Service System including CRM
Collaboration, Coordination and Communication (All Level).
Maintaining a process flow in coordination with the technical functionality.
SPM and Workforce Process.
End to End Customer Service.
Regular coordination with the H.O. and maintaining Reports and records as per the
management requirement.
Acquisition and procurement of new clients.
Maintain regular reports and following for Accounts receivables.
Coordinating with the auditors as per the requirement including Finalisation of
Accounts.
Additional Skills: Client Interfacing, Financial Management, Product Management.
11+ years of experience with 9+years in the current domain including but not limited to:
Manage a support system with 24x7 availability.
Ensure SLA compliance for Call Handling, Escalations, Change Management and
Workflow.
Ensure customer satisfaction with targeted KPI’s.
Provide technical support on requirement to address technical issues.
Negotiate product contracts, SLA’s, manage resource optimally and manage travel
logistics to reduce the CTC.
Maintaining the details of the Client’s product and knowledge of industry updates.
Follow up/liaison with the management and update them, the industry trend &
requirements.
Build long term relationships.

2. CV of Kaushik Kundu
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Company
Total
Client
Base
Designation Role From/To Months Achievements
Amadeus
India Pvt.
Ltd.
200+
Senior
Executive
Back Office
Product
Main
concerned
person for
Functional,
Operations
and
Technical
Support
for
Products
(EAST)
October,
2008 till
present
89
• Handling
critical Clients
all over the
Eastern
region.
• Supervising
and suggesting
the course of
actions to
junior staffs.
• Recruitment of
new staff &
grooming.
• Position in the
Core group of
the Product
Team all over
India.
Amadeus
India Pvt.
Ltd.
150+
Executive
Back Office
Product
Functional,
Operations
and
Technical
Support
for
Products
(EAST)
February,
2006 till
September
2008
32
• Handling
Clients all over
the Eastern
region single
handedly and
ensured
positive
feedback.
• Customer
database
maintenance.
• Handling
functional and
technical
trouble
shooting for
the Software.
• Attending
various
Accounts
queries and
coordinating
with the
auditors
Total Experience ( Till Date in present Organisation) 121 Months

3. CV of Kaushik Kundu
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Software Exposure:
Platform: Windows 95/98, Windows NT, Windows Server 2005,
Windows XP, Windows 7, Windows 8.1.
Web Technology: HTML, DHTML, VRML, XML, JavaScript, VBScript, ASP.
Tools: Net Object Fusion3.0.1, Net.Commerce3.1.1,
DreamWeaver3, FrontPage 98/2000.
Database: MS-Access97.
Server: IIS/PWS, Java Web Server, MSSQL SERVER 2005 / 2008
(Installation/ Configuration/ Backup/ Database Restoration).
Career Contour:
AMADEUS INDIA PVT. LTD. Kolkata
Amadeus India Pvt. Ltd., wholly owned by Bird Group, one of India’s largest travel
conglomerates, providing IT and Software Services, developing software products and
automated tools for the Indian travel industry.
Senior Executive February 2006 to Present
Department – Back Office Products
Responsibilities :
Overall responsible for all product related online Customer Service activity, Quality
Objectives and also handling the departmental regional staff activities.
A. Revenue Management :
• New Business acquisition : To source and secure new business to ensure
optimal growth for the company products, in accordance with new business targets
set.
• AMC : Make sure that products licencing is assigned as per the next AMC date and
renew the license as per the date. Follow up calls to the assigned clients about AMC
and collect the AMC on time.
• Ensure timely and proper collection of the receivables from client.
B. Client Management :
• Briefing Target Agencies about the USP’s of the products and giving detailed
demonstration to the interested agents.
• Creation of Product presentation.
• Demo list on fortnightly basis along with signed document from the client.
• Installation of products on new client locations and getting the installation sheet
signed by all the users.
• Provide training on the Software and getting Training Sheet signed.
• Handling the customer queries and provides prompt support of the same.
• Customer Database maintenance.
• Trouble shooting and sorting out the problems on phone calls and on remote tools
with minimum visit to the client locations.
• Ensure correct and prompt handling of the logged incidents and speedy resolution
of all the functional and technical related problems faced by the agents.
• Do follow up/liaison calls & resolve the issue of the customer if any and ensure 100
% positive feedback from the clients.

4. CV of Kaushik Kundu
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• Coordinating the regional tele-calls with the H .O. and attending Customer service
meeting forum, if required for various issues.
C. Product Management :
• Creation of test cases and testing of the new version of the products.
• Report issues to the centralized IT team about the bugs and retest the product in
order to get the product for rollout.
• Implementing beta version of the products on selected clients, before giving final
version.
D. Agent Calls Management :
• Updating the agents call on daily basis in the MIS and maintaining the Quality of
the calls as per the targeted KPI.
• Monitoring the activity of each station in the Eastern region by review of daily and
monthly reports on the number of calls handled and problems reported and
sending the compiled report to the H.O.
• Ensure call measurement tools are in place.
E. Departmental and Staff Management :
• Evaluation and appraisals of the junior staffs within the department.
• Review Courtesy Calls made by the regional staffs to ensure zero complaint.
• Visit agencies where Business Development Team needs assistance to convince
agent regarding product functionality.
GAINWELL ENTERPRISES PVT. LTD. (A leading IATA travel agent) Kolkata
Executive System & Accounts November 2002 - December 2005
Responsibilities :
• Responsible for day to day accounting function of the Organization.
• Maintaining the billing and the payment process.
• To assist the Head Accountant in respect of every minute details of the Accounting
function.
• Responsible for Cost Control and Marketing.
• Providing the MIS Reports to the Management on a regular basis.
• Responsible for EDP Department.
• Maintaining the Client Database with all the details.
• Handling Cash and Bank, Debtors and Creditors Control, BRS, Finalization of
Accounts upto Trial Balance and allied matters.
• Providing assistance to the Auditor for Internal and External Audit.
• Handling Billing and Payments for Customers.
• Maintaining the Clients Database.
• Responsible for the EDP Department.

5. CV of Kaushik Kundu
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Personal Details:
Parent’s Name : Mr. Purnendu Kundu
Mrs. Phullara Kundu
Date of Birth : 20th
September 1978.
Marital Status : Married
Nationality : Indian
Passport Number : G3155882 valid till 21st
August, 2018.
Favorite Pass Time : Listening music, reading books, traveling and nature photography.
Language known : English, Bengali, Hindi.
Reference : Available upon request.
Place: Kolkata Kaushik Kundu