Paramita Kundu

Experience

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  St. Basil School

  Jul 2007 - Sept 2009

  Intermediate School Teacher
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  Bharatiya Vidya Bhavan's V.M. Public School

  Jul 2010 - Apr 2011

  Secondary School Teacher
• 

  Pulse Energy Alliance LP

  Sept 2012 - now

  Accountabilities:*Provide suitable resolution to customer's dispute in compliance with the Privacy Act, Company's Policies & Procedures and EA Regulation*Deliver precise product knowledge in understanding customer's requirements and company's terms and conditions to settle dispute across all account related issues*Undertake intensive analysis of situation which raises conflict and suggesting extensive system developments and procedural improvements to combat future occurrences*Proactively liaise with internal departments and external organisations like Electricity & Gas Complaint Commission, Rental Agencies, Financial Bodies to determine the best outcome of the dispute*Use various database to generate reports like the CS Daily Stats, CS Email Stats*Conduct detailed evaluation and monitoring of Customer Service call recordings (including CS Department, V-Sales and Credit Control) on weekly basis*Confirming escalations from the CS department and various other departments are attained within 48 hours and ensuring the Resolution Inbox is up-to-date*Ascertain all EGCC complaints and disputes are closed before reaching a deadlock situation with desirable outcomes within the 20 days complaint process in compliance with the designated processes*Assisting Customer Service, Customer Payments Solutions, Revenue Risk Control, Switching & Field Service and Payments teams in resolving probable disputes *Flag Assisting, Mentoring and training new staff*Conducting System Review for the CS department and Complaints Review for the ResolutionsSignificant Highlights:*Engaged in developing various procedures for contact centre team*Identified and notified TL about a major discrepancy in the company's policy towards reviewing customer's pricing plan bi-annually in compliance with the EA procedural obligation*Recommended major procedural development in restructuring the disconnection letters issued by Customer Payments team to minimize possible disputes Show less Accountabilities:*Provide information in compliance with Privacy Act and Electricity Authority Regulation*Deliver precise product knowledge in the range relative to the customer needs*Use analytical approach to determine critical issues and provide appropriate solutions*Proactively contact customers to advise the resolution of various issues or gain more information*Liaise and follow-up with various internal departments to action customer requested services and disputes*Use authorised computer programs (Electricity Authority Registry & Gentrack) for setting up and maintaining customer accountSignificant Highlights*Have been the highest call getter over a couple of weeks within my team*Received appreciation for being able to sign up the second largest number of customers on contractual basis*Have been always up to date in attending follow-up requests and initiating follow-up queries*Have been delegated the responsibilities of handling the Customer Service email queue Show less

  • Billing Manager

    Apr 2021 - now

  • Billing Team Leader

    Nov 2018 - Apr 2021

  • Senior Billing Coordinator

    Jun 2016 - Oct 2018

  • Billing Coordinator

    May 2015 - Jun 2016

  • Resolutions Consultant

    Sept 2013 - Apr 2015

  • Customer Service Representative

    Sept 2012 - Aug 2013