1. CURRICULUM VITAE
UTAM KUMAR MAHALIK
Mob : +971-524746261
My goal is to learn, upgrade my skill set and to perform to the best of my abilities demanded at various stages
of life. I look forward to gain variety of experience and believe that my interpersonal skills will be put to test during
my career progression. And my in hand skill will add a huge support for the growth of the organization.
6 Year of work Experience in Customer service, Customer Dealing, Official Management Activities, Office
Administration, Team Management, Call Management in various type of Organizations.
Experience in Serve customers by determining requirements; Answering inquiries; Resolving problems;
fulfilling requests; Maintaining database.
Proficient in relevant computer applications
Required language proficiency
Knowledge of customer service principles and practices
Knowledge of call center telephony and technology
Experience in call center and customer service environment
Good data entry and typing skills
Knowledge of administration and clerical processes
1. Designation: Edge Coordinator - July 2012 to Present at TATA Interactive Systems, Odisha Branch.
Organization: TIS - TATA Interactive Systems, Mumbai, India is an e-learning enterprise that offers
learning and training solutions. A division of Tata Industries an innovative and comprehensive educational
Team management keeping a close look on their performances.
Performance review of my team.
To generate and provide with efficient, timely and accurate reports on technical support required by
Team Huddle and briefing for any new assignment or new process.
Preparing Performance Report on daily basis, Maintain and submit Monthly report on Class Edge and
PPT content availability to the respective ADM.
To adhere to TATA Code of Conduct.
Provide timely updates on a regular basis to ADM on school activities. Also provide updates on changes
in procedures/policy if any in the organization.
Maintain a register and submit a monthly wise reports on Teachers Assisted to the Principal and
Maintain and Achieving Process Target and Revenue generate.
Collecting and Escalating the day-End Issue.
Identifying training needs and escalate the same to the trainer and assist in preparing a training schedule.
Review CMS statistics on a daily basis and provide constructive feedback.
Creating and maintaining timely and accurate database
2. 2. Designation: Sr. Executive - Operation – Sept 2009 to June 2012
Organization: AEGIS Global, Salt Lake, Kolkata, West Bengal, India - A BPO MNC Company -
Business Process Outsourcing Services & Top BPO services to you as BFSI, Telecom, Healthcare, Travel
and Hospitality, Consumer Goods, Retail, and Technology
Team management and Training to the junior level executives.
Call Management by controlling a call through effective communication techniques.
Peer coaching to the team and co-worker.
Conflict resolution by sing effective interpersonal skills to resolve conflict situation.
Quality management of the team.
Handle inbound calls and provide one-call resolution to problems reported.
Conduct analysis and recommend suitable solutions to real time performance issues.
Performed regular audit and evaluate the quality of customer services being delivered and issue periodic
reports on the same.
Responded to client calls and provided instructions for troubleshooting
As an Executive - Operation:
Answer calls and respond to emails.
Handle customer inquiries both telephonically and by email.
Research required information using available resources.
Manage and resolve customer complaints.
Provide customers with product and service information.
Enter new customer information into system.
Update existing customer information.
Process orders, forms and applications.
Identify and escalate priority issues.
Route calls to appropriate resource.
Follow up customer calls where necessary.
Document all call information according to standard operating procedures.
Complete call logs.
Produce call reports.
MATRICULATION from B.S.E. Odisha, India. In 2004.
INTERMEDIATE (10+2) from C.H.S.E. Odisha, India in 2006.
Bachelor of Commerce (B.Com) from Fakir Mohan University. Odisha, India in 2009.
Post Graduate Diploma in Computer Application from Satyam Computer Academy, Odisha, India in 2007.
Certificate Course in PC Technician- A+ from NIIT, Kolkata, India in 2012.
Certificate Course in Network Technician- N+ from NIIT, Kolkata, India in 2012.
MS Windows , Microsoft Office
IT , PC Hardware and Network troubleshoot. Installation- Reinstallation of software.
Work under planned pressure and balanced multi-tasking assignment.
3. Willing to learn with initiative & drive, team player & hard worker.
Comprehensive problem solving abilities and decision making.
Excellent verbal & written communication skills & ability to deal diplomatically.
Customer Focus, Customer Service,
Data Entry Skills, Listening
Phone Skills, Verbal Communication
Building Relationships, People Skills
Interpersonal Savvy, Problem Solving, Multi-tasking
Verbal and written communication skills
Problem analysis and problem solving
Customer service orientation
Attention to detail
Name : Utam Kumar Mahalik
Permanent address : At : Gandhina. P.o.: Bahanaga. Dist : Balasore - 756042 , Odisha,
Father’s name : Mr. Prafulla Mahalik
Mother’s name : Mrs. Basanti Mahalik
Date of birth : 15th
Gender : Male
Nationality : INDIAN
Religion : Hindusim
Marital status : Unmarried
Communication Languages : English, Hindi, Oriya, Bengoli.
Hobbies : Cricket, Music.
Notice Period : Immediate Availability.
Relocation Area : Willing to relocate in anywhere in India or Abroad.
Passport Details : K 5927206 – Valid from 26-06-2013 to 25-06-2023 Issued at Bhubaneswar, Odisha,
VISA Details : Now in UAE On UAE Tourist VISA
Area Of Interest : SALES / CUSTOMER SERVICE / CUSTOMER SUPPORT/ CUSTOMER CARE/
CALL CENTER / OFFICE ADMIN. / ASST. / STORE / WAREHOUSE.
4. I do hereby declare that all the statements furnished above in the application are true,
complete & correct to the best of my knowledge & belief.
Date: 01 - 08 - 2015 Utam Kumar
Place : Balasore, Odisha, India .