Amritayan Mukherjee
Email : amritayan AT live.com
Mob : +91 8554902446
I am looking for a challenging career in a professionally managed organization. I am looking forward to an opportunity where I can utilize my skills in contributing efficiency to the success of organization and also further to improve my personal skills by working on challenging assignments.
Synopsis :
** A dynamic professional with 7years and 6 months of experience in BPO (Technical Support, Healthcare Insurance & Communication Monitoring).
** Currently working with Convergys as a Communications Coach, Pune.
** CompletedHigh School in Science from St. Xavier’s School, Burdwan in 2006.
** Exposure in Team Management, Online Technical Support, MS Windows OS, Troubleshooting, Medical billing, coding and guidelines, Call Monitoring, Communication Training.
** A keen communicator with excellent interpersonal, relationship & analytical skills.
Organisational Experiences :
Since February’11 to March’11 with Lakshmi Infosoul Pvt. Ltd. as a TSE in Kolkata
** Attended calls and provided quick, efficient support to customers, allowing them to proceed smoothly with their day.
** Ran routine phone troubleshooting and configuration.
Since March’11 to May’12 with Lakshmi Infosoul Pvt. Ltd. as a Group Leader in Kolkata :
** Trained sales-department staff and helped them help clients select the right product.
** Collected information through client phone calls to identify and report product problems.
** Updating customer details and complaints in Database, reporting repair cases in RMS, Creating ticket ids for customer complaints in RMS.
Since June’11 to October’12 with Lakshmi Infosoul Pvt. Ltd. as a Team Leader in Kolkata :
** Supervised a team of 12 members
** Undertook process improvement projects for the team & met targets through them.
Since October’12 to June’13 with Gruppent Technologies Pvt. Ltd. as a Team Leader in Kolkata :
** Supervised a team of 22 members.
** Undertook process improvement projects for the team & met targets through them.
** Installation, Configuration, Maintenance, Troubleshooting & system support for WIN2000, WinXP, Win7, Win 8 Platform and PC Software Servicing, LAN Troubleshooting.
Since August’13 to February’14 with Tata Business Support Services Limited as TSE in Pune :
** Attended calls and provided quick, efficient support to customers.
** Managed personal targets and goals assigned every month.
** Took routine feed-backs from TL & QA for personal betterment.
Since March'14 to October'14 with Concentrix as Sr.
Practitioner in Pune :
** Technical assistance to UK customers for Broadband and Land-line.
** Support for Email clients.
** Logging trouble tickets for external faults on connection line.
Since October'14 to May’16 with Convergys as Sr. CCO in Pune :
** Assisting Physicians / Physician's Assistant with queries related to medical claims processing and outcomes.
** Advice / Assistance towards medical billing, policies, coding and guidelines.
** Compatibility in working with DOS based applications.
** Handling escalations.
** Supervised a team of 16 members.
Since June’16 till Present with Convergys as Communications Coach in Pune :
** Training nesting batches / new hires on communication skills & soft skills.
** Monitoring calls (both Verint as well as SBS) and providing feedbacks.
** Focused feedbacks for bottom performers.
** Sharing reports (Daily, Weekly & Monthly) with TLs and Manager.
** Hosting Call Calibration session for both Internal as well as clients.
** Self-Assessments through various internal as well as external tools.
** Preparing daily, weekly and monthly reports in for all production parameters.
Skills :
** Good analytical, problem-solving, and troubleshooting ability.
** Good communication (oral-written), customer service, and interpersonal skills.
** Both independence and team orientation, depending on situation.
** Ability to multitask and prioritize effectively.
** Poise and patience when dealing with customers.
Academia :
** ISCE from St Xavier’s School, Burdwan in 2006 with 58% marks in aggregate.
** ICSE from St Xavier’s School, Burdwan in 2003 with 65% marks in aggregate.
Personal Vitae :
Mailing Address : J-34 Mantri Aangan Society, Pingle Wasti, Mundhwa Road, Pune, Maharashtra - 411036
Permanent Address : 26 Bimal Kutir, Ramkrishna Road, Khoshbagan, Burdwan, West Bengal – 713101
Date of Birth : 18th December, 1987
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