CURRICULUM

VITAE

Orko Mukherjee

***,******** *******(2nd floor),Kasba, Kolkata-78.

Contact No : +64-022******* / +91-983*******

Email :acggly@r.postjobfree.com

CAREER OBJECTIVE :

Seeking a position to utilize my skills and abilities in the Information Technology or ITES

Industry that offers professional growth while being resourceful, innovative and flexible.

Educational Qualification :

• Secondary from CBSE (Birla High School, Kolkata) with 79.2% aggregate in 2005.

• Higher Secondary from CBSE (Birla High School, Kolkata) with 71.2% aggregate in

2007.

• Online Bachelor degree in Computer Application(B.C.A) from Xaviers International

University. Accredited by the World Online Education Accrediting Commissions-

U.S.A,International Accreditation Agency for Online Universities( I.A.A.O.U. ) and

the Universal Council for Online Education Accreditation( U.C.O.E.A.) with 74.21%

aggregate in 2010.

• Started Graduate program in Project Management at CPIT,ChristChurch, NewZealand

in October 2014, but hearing my mother’s health conditions back home, became very

homesick and wanted to be beside her at all costs & finally took the decision to

comeback.

SOFTWARE PROFICIENCY :

• Languages : C,C++

• Operating systems : MS DOS, WINDOWS 98, XP, MS Office

Personal Skills :

Comprehensive problem solving abilities,excellent verbal and written communication

skills,ability to deal with people diplomatically,willingness to learn team facilitator hard

worker.Strong customer service ethics,sound knowledge of telephone etiquettes and to be

sympathetic/empathetic and accept ownership on all calls.

Pleasant personality and positive working attitude with attention to detail and ability to

comprehend,parallely being highly customer focussed with strong desire to resolve every

customer’s issue to achieve first call resolution were ever possible.Building positive rapport

with different types of customers over the phone wereby acquiring the ability to manage

difficult customer situations.

ACHIEVEMENTS :

• Stood First in Inter School Group Discussions.

TOPIC: The effect of cinema on young generation.

• Participated in school level debate and essay competition and received applauds.

Work Experience :

Professional Experience: (Reverse Chronological Order)

Choice Force Infotech : Kolkata

Choiceforce Infotech is one of the leading providers of Business Process Outsourcing services to

various industries for their Australian Telecom & ISP Clients. Choiceforce Infotech has centres

located in Kolkata, Phillipines and Australia.

Senior CustomerCare Executive-Operations [March 2014 to Till Date]

Work profile :

• Inbound customer care

• Complaint handling / TIO

• Taking payments & setting up DirectDebits

• Billing

• B2C Product /Service UpSelling

• Appointment Setting

Achievements :

In a shot span of 5 months, designated with additional supervisory & team handling

responsibilities in absence of a supervisor by Operations Line manager, in assisting the

smooth workflow of the entire team.

Additional responsibilities also include creating & updating various Reports for the entire

Customer Care Team that are sent to our Client End of Every Business day (EOD) report

regarding various process related KPI’s.

Secova eServices Private Ltd : Chennai

Secova offers solutions for the administration of employee benefits & 24 7 Health

& Welfare services without requiring its clients to choose between quality and

breadth.

Headquartered in Newport Beach, California, is dedicated in assisting its client

organizations which includes Fortune 500 companies and state & local

governments in controlling costs and improve their value proposition by delivering

excellent Health and Welfare services to their employees.

Benefits Counselor for UHC,CIGNA & AETNA - Operations [October 2013 to January

2014]

Work profile :

• Advising & enrolling all employees from Hourly employee’s,Home Office

Staff,Managers in Training,Managers and Directors & VicePresidents of CRB and

CPK about the available Medical/Dental/Vision/wellness Insurance & Life Insurance

plans provided for them to enroll for the upcoming year by their employers (ie.CRB

& CPK) and the coverage level of each plan with their premium per pay check and

advantages and disadvantages of each of the plans.

• Helping employees to add or drop dependents or beneficiaries with their Social

Security Numbers.

• Also adding New Hire employees or New Born/Death of the employees already

enrolled to the plans they would like or have already enroll for the current financial

year.

• Making payments for their Medical/Dental/Vision/wellness Insurance & Life

Insurance plans enrolled by them for the year and clear out any arrear payments. As in

the US it is mandatory for everyone to have Health Insurance, failing which they

would have to pay a penalty to the federal government,while paying their Tax Returns

for the year

• Changing Address,Marital Status, and whether they are a tobacco user or not as the

rates for the plans enrolled change with change in the above.

• Providing them with the Insurance carrier’s direct contact number for getting their

Medical/Dental/Vision/ wellness/Life Insurance ID cards for them to claim their

benefits as per the policy.As contrary to India in the US anyone failing to have Health

issurance would need to pay penalties or higher tax returns at the financial year end.

Achievements :

Joined as a temporary employee on contract terms and I feel with my performance,attendance and dedication even as a temporary employee is when the organisation i

believe saw me in different light as may be a valuable resource & skilled worker and

offered me a fulltime permanent job in their company with even willing to increase my

salary package, but due to mothers ill health had to politely let them know that my

preferred location would be kolkata. Hence my line Operations Manager let me know

that if I was ever looking to come back to Chennai their door is always for me. Very heart

warming gesture indeed.

Sutherland Global services : Chennai

Sutherland Global services was formed in 1986 with its Headquarters at Rochester,New York

is one of the premier and preferred provider of Technology Enabled and Business Process

Outsourcing services.Sutherland has branches all over the world at

Canada,mexico,jamaica,colombia,UK,Egypt,Bulgaria,UAE,India,

Malaysia,Philippines,China & Brazil. At Sutherland, I was recruited for one of their Elite

Telecom ISP’s clients BellCanada’s B2B process for about 3 months.

Consultant : Operations [December 2012 to March 2013]

Work profile :

• At Bell the job description is very much the same as AT&T ( as mentioned below ),

where we used to handle calls with regards to any customer queries for their internet

service, but the only difference was, it was a B2B process meaning we handle only

Business clients and not residential customers like at AT&T [HCL] .

• We needed to resolve/follow up queries of our Business Clients within the SLA of 24

Hours.

But unfortunately had to immediately leave for Kolkata without the relieving letter from

them as my mother’s serious ill health,and also tried to explain the situation to them,but

unfortunately they said they would not be able to relive me inspite of mother critical

illness nor can they grant any immediate leaves,so had to leave the job and take a flight

back to kolkata on the very same day.

HCL Technologies Ltd-eServe : Chennai

A $5.4 billion global company, HCL Technologies is one of the first & leading MNC's

serving many Fortune 500/Fortune Global 500 clients with extensive global offshore

infrastructure and network of offices in 31 countries.HCL has process in almost every

industry almost possible raging from financial services, manufacturing, consumer services,

public services to healthcare. I was recruited for the Technical Support Process for the U.S

Telecom & ISP client AT&T after ranking well in the communication assessment certified by

“Berlitz”.

Technical Support Officer : Operations [ 7 th December 2010 to 31 st July 2012]

Work profile :

• The job profile included being energetic,patient and alert while receiving calls of

customers who may be technically weak & solving their queries regards to their

internet and wireless networking related issues,especially pertaining to software and

hardware,system administration,while providing excellent customer service in a

timely and efficient manner.

• Ensure accurate call comments are entered and appropriate information is provided in

escalated calls to the appropriate department for them to guide the c/s with the

required call flow they called in with regards to like slow or intermittent

connection,and ensure call quality are maintained along with all compliance matrices

being met with regards to greeting,problem identification,proposed solution and call

flow,support policies,procedures and standards.

• Providing business c/s with their static IP info,DNS,subnet mask and default gateway

information,POP & SMTP server information and setting up their AT&T PPPOE

connection with their uid’s and password on their modem/router,also assisting c/s

calling for resetting their Yahoo AT&T email p/w and creating sub-accounts for c/s

who may not be that technically that sound using AT&T’s Remote Control Tool.

Basically resolve customer’s queries and ensure that the customer’s expectations are met and

the customer is very satisfied with my service as well as AT&T as a whole.

Personal Profile :

Name : Orko Mukherjee

Father’s Name : S.Mukherjee

Mother’s Name : Mita Mukherjee

Nationality : Indian

Date Of Birth : 23/NOV/1989

Hobbies : Making new Friends,swimming,listening to music

Languages Known : English,Hindi,Bengali,Tamil

[ ORKO MUKHERJEE ]

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