Orko Mukherjee

Experience

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  HCLTech

  Dec 2010 - Jul 2012

  Technical Support Officer-AT&T Voice

  Customer Support Specialist at AT&TResponsibilities:Provided energetic, patient, and alert support to AT&T customers, addressing their internet and wireless networking issues, including both software and hardware concerns.Assisted customers with system administration tasks, delivering excellent customer service in a timely and efficient manner.Ensured accurate call comments and appropriate information were entered, facilitating smooth escalations to relevant departments for issues like slow or intermittent connections.Maintained call quality standards by adhering to greeting protocols, identifying problems, proposing solutions, and following call flow procedures, support policies, and standards.Supplied business customers with essential networking information, including static IP info, DNS, subnet mask, default gateway information, POP & SMTP server information.Assisted customers in setting up their AT&T PPPOE connections and helped with resetting their Yahoo AT&T email passwords.Strived to meet and exceed customer expectations, ensuring high levels of satisfaction with both my service and AT&T as a whole. Show less

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  Choice Force Infotech

  Mar 2014 - Aug 2014

  Sr. Customer Service Executive(B2C & B2B)-Voice Team

  Resolving Customer queries within AHT related to Billing, Addition/Deletion of Services, Basic Technical Support, Dispute Resolution of our Australian Telecom Client to ensure high CSAT, while being compliant with quality metrics

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  Choice Force Infotech

  Dec 2014 - Jul 2015

  Sr. Customer Service Executive(B2B)-Non-Voice/ Quality Team

  Operational Aspects:SPOC for Correspondence team, Providing Escalation Queue Email Support redressal mechanism to our Australian Telecom’s B2B client via email (Ticketing systems), ensuring to reduce TIO ombudsman cases by solving cases with the SLA. Qualitative Aspects:Conduct call quality audits as per defined guideline and sample for the daily calls made (inbound and outbound)Ensure call quality is always above 90% and regularly drive quality in the processRegularly update call audit reports with management on Dashboard (daily/EOD, weekly, monthly/MTD)Identify gaps and conduct feedbacks, refresher session with agents to improve call qualityDrive process improvement initiatives and trainings for the team for achieving call quality metricsDrive live calibration sessions and conduct dip sticks during any change in process, new updates for any training requirementsConduct quality induction for new hire batchConduct regular PKT's (Product Knowledge Test) to understand the health of agent's process knowledge.Identify areas requiring training, collaborate with L&D team to build modules and ensure gaps are filled within defined TAT. Show less

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  Teleminds Infotech

  Aug 2015 - Oct 2016

  Sr. Customer Service Executive(B2B)-Non-Voice/ Quality Team

  Same as below, as it is the same organization and only the name was later changed from Choice Force Infotech to Teleminds Infotech

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  Amazon

  Dec 2020 - Aug 2021

  Sr HR Ops - HRSS (Generalist)

  Using HRIS (Peoplesoft) and Related Systems (ADP, Kronos, PMS) to fulfil the tasks of an HR Generalist role in assisting Amazon India Employees with Employee Relations, Payroll, Attendance/Leave (Timekeeping), Letter Generation (Termination/ Warnings/PIP’s/ Offer/ Relieving), Compensation & Benefits, International & Domestic Transfers (Visa Letter Generation, PF, BGV, Exits(FNF), Employee Grievance Handling by coordinating with various Internal HR Stakeholders such as HRBP’s and COE’s.

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  Exide Industries Limited

  May 2023 - now

  SAP SuccessFactors LMS Module Org & Entity Wide Super Admin Custodian - Designing ILT Classes & Online Training Modules - Uploading Content from Free MOOC & Technical Trainings conducted by Auto, Indl & Manufacturing Center of Excellence (MCOE) SBU - HR Tactical & Strategic Visualisation SPOC to McKinsey Consulting Team on Manpower Optimisation working with Regional Cluster Heads and Head/Lead HRBP (BHR) Auto & Industrial SBU to project Reduction in manpower - Gap Analysis (Target Vs Actual) as per different Cost Optimisation Strategies suggested by McKinsey Consulting team -Training Feedback & LMS Reports from SAP SF for L&OD Dashboard updation for CHRO Review - Implemented SAP DBMS for Exide 3rd Party Employee data repository (Add/Edit/Delete by Regional HRBP's) for Cost Visualisation through SAP DBS Reports (Zone/Division Wise) - Currently working towards Custom LMS Reports to be designed by SAP SF Vendor PWC with Training Hours being mapped using unique Employee Code. Using Competency Mapping to obtain TNI, based on KSA Gap Analysis design & develop Leaning Journeys. Conducting RNR events & facilitating IJP's for Succession Planning Show less HRSS Transformation - HR Leadership Team Reports (Manpower Joining Transfer Resignation Separation) Automation - SAP SuccessFactors - Project Management - SF Onboarding Module Enhancement Workflows -Streamlining Transfer Workflow - Stakeholder Management - CPI Integrated Workflow for Confirmation & Relieving Letter Automation Across Entities - HRSS As-Is & To-Be Process Mapping (Onboarding, New Joinee Expenses, Confirmation, Transfer, Transfer Expenses, Resignation, Medical Benefits, Termination, Retirement) - Enabling SF Employee Self Service ESS - Project Managed with SAP Vendor PWC for Implementation of Paternity Leave - UAT Testing with SAP SF Developers in Development & Production Environment - Resignation Action Automation Workflow - Effort Approval seeking from Internal Stakeholders for Payout to Vendor - Automation of Know Your Colleague KYC on SF JAM - SPOC from HR Analytics for Digital Team to create Dynamic Power BI Dashboards to Visualise Manpower, Attrition, Cost Drilled down by Permanent Contractual & Management Staff, MoM & YTD Manshift/Production, Employee Cost Per Production Unit - L&OD Customer Delight Training Intervention PAN India for both Automotive & Industrial SBU's Sales & Service Teams - Project Management Training for Exide's R&D Centre's selected Cohort Show less

  • Deputy Manager Corporate HR (Leadership, Talent & OD)

    Nov 2023 - now

  • Management Trainee Human Resources- Shared Services & Analytics

    May 2023 - Oct 2023