To be focused and explore my talent in the corporate world, where my creativity recognised and measured, which in turn helps me to gain my personal & professional values.
Hi, I’m
MAINAK MITRA
Kolkata,WB
Summary
Overview
9
years of professional experience
17
years of post-secondary education
1
Certification
3
Languages
Work History
HCL TechnologiesBengaluru, Karnataka
Senior Specialist
12.2020 - Current
Job overview
- Worked on Service Now and Wolken.
- Supported Mac and Windows OS.
- Helped users unlock the account. Helped users with software issues.
- Helped with troubleshooting various issues such as Webex, VPN, network.
- Helped users with resetting their account password and setup/reset MFA.
- Helped Mac users facing issue with audio, video, sound, keyboard, etc.
- Helped users where Mac is not starting up.
- Helped users facing issue connecting external devices to MAC.
- Helped fixing spinning beachball issue.
- Helped fixing connection issue on Mac.
- Helped fixing incompatible login items issue.
- Assisted users with fixing Box issues, WebEx issues, unable to open a site, VPN issues, etc.
Tech MahindraHyderabad, Telengana
Senior Associate
12.2019 - 11.2020
Job overview
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Assisted customers with mobile, tablets, watch bills.
- Helped them choosing appropriate plan according to their needs.
- Upselling lines, plans, VAS, etc., to meet the monthly targets.
- Was assigned to voice support under same project.
AmazonHyderabad, Telengana
Customer Support Executive
10.2017 - 11.2019
Job overview
- Listened to customers' questions and concerns to provide answers or responses.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Offered free products or services to pacify irate or unsatisfied customers.
- Provided training to new joiners.
- Worked with Alexa support, where helped customers facing technical issues with different Alexa devices.
- Worked with Speciality team, handling frauds and fraudulent activities.
Wipro LTDKolkata, West Bengal
Process Associate
09.2015 - 09.2017
Job overview
- Performed quality assurance checks to help company create products and services that met needs, expectations and requirements of customers.
- Assessed products or services to evaluate conformance with quality standards.
- Prioritised initiatives to increase success rates of strategic projects.
Education
Calcutta Public SchoolKolkata
ICSE from Elementary School Teaching
04.1996 - 01.2008
University Overview
Calcutta Public SchoolKolkata
ISC from Science Education
04.2008 - 01.2010
University Overview
Biju Patnaik University of TechnologyBhubaneswar
Bachelor Of Technology from Electronics And Telecommunication
05.2010 - 04.2014
University Overview
Worked on CSS, Siebel, ACSS, LE.
Worked on Service Now and Wolken.
Supported Mac and Windows OS. Helped users unlock the account. Helped use
software. Helped with troubleshooting various issues such as Webex, VPN, networ
Helped users with resetting their account password and setup/reset MFA.
Helped Mac users facing issue with audio, video, sound, keyboard, etc. Helped users w
not starting up. Helped users facing issue connecting external devices. Helped for
program which is unresponsive. Helped fixing spinning beachball issue. Helped fixin
connection issue on Mac. Helped fixing incompatible login items issue. Helped resolvi
Mac issues.
Skills
System installations
Expert in MAC and Windows
Fluent in English, Hindi, Bengali
Self-Motivated
G-Suite
Multitasking Abilities
Certification
BSNL Vocational Training - [6months]
Timeline
Senior Specialist
HCL Technologies
12.2020 - Current
Senior Associate
Tech Mahindra
12.2019 - 11.2020
Customer Support Executive
Amazon
10.2017 - 11.2019
Process Associate
Wipro LTD
09.2015 - 09.2017
Biju Patnaik University of Technology
Bachelor Of Technology from Electronics And Telecommunication
05.2010 - 04.2014
BSNL Vocational Training - [6months]
05-2008
Calcutta Public School
ISC from Science Education
04.2008 - 01.2010
Calcutta Public School
ICSE from Elementary School Teaching
04.1996 - 01.2008