1. CURRICULUM VITAE
UTAM KUMAR MAHALIK
E-mail: mahalik.uttam@gmail.com
Mob : +971-524746261
CAREER OBJECTIVES
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.
PROFESSIONAL PROFILE
 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
solution.
Responsibilities:
 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
Management.
 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
respective ADM.
 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.
Continuously achieved.
 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 -
provides
Business Process Outsourcing Services & Top BPO services to you as BFSI, Telecom, Healthcare, Travel
and Hospitality, Consumer Goods, Retail, and Technology
Responsibilities:
 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.
EDUCATIONAL PROFILE
 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.
TECHNICAL PROFILE
 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.
IT SKILLS
 MS Windows , Microsoft Office
 IT , PC Hardware and Network troubleshoot. Installation- Reinstallation of software.
BRIEF OVERVIEW
 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.
KEY COMPETENCIES
 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
 Listening skills
 Problem analysis and problem solving
 Customer service orientation
 Organizational skills
 Attention to detail
 Judgment
 Adaptability
 Team work
 Stress tolerance
 Resilience
PERSONAL PROFILE
Name : Utam Kumar Mahalik
Permanent address : At : Gandhina. P.o.: Bahanaga. Dist : Balasore - 756042 , Odisha,
INDIA
Father’s name : Mr. Prafulla Mahalik
Mother’s name : Mrs. Basanti Mahalik
Date of birth : 15th
June 1988
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,
India.
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.
DECLARATION

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
Mahalik
Place : Balasore, Odisha, India .