Preeti Uchhe

Dedicated and detail-oriented professional with 6+ years of experience in Customer Technical Support and 3+ Years of experience in Identity & Access Management (IAM) support. Skilled in handling user access requests, password resets, account provisioning/deprovisioning, ticket management. Experienced in working with IT support teams, maintaining SLA compliance, and ensuring excellent business users satisfaction.

Strong knowledge of Active Directory, IAM processes, access control, and service desk operations.

Identity & Access Management (IAM) Specialist - FAB-RMZ Tin factory - Bengaluru

• Handled user account provisioning, modification, and de-provisioning requests
• Handled more than 170 Application in IAM process
• Supported password resets, account unlocks, and MFA-related issues
• Managed access requests using IAM tools(Sailpoint) and Active Directory
• Worked on ServiceNow tickets and ensured SLA compliance where followed
• Coordinated with application owners and with line manager for access approvals
• Performed user access reviews and maintained audit records
• Assisted users with login issues and application access troubleshooting
• Performed access reviews and maintained audit compliance record
• Escalated critical issues to higher support teams when required
• Expert in user de-provisioning the accounts based on HR Approvals or LM

Team Leader - Emudhra Pvt Ltd - Bangalore

• Supervised a team of 15 customer service representatives, ensuring adherence to company policies, performance metrics, and customer satisfaction goals
• Implemented process improvements that increased efficiency, reducing call handling time while maintaining quality
• Conducted weekly training sessions on conflict resolution, product knowledge, and communication skills
• Monitored key performance indicators (KPIs) and provided data-driven feedback to team members to enhance performance
• Handling customer issues through remote access.(MS teams & quick assist)
• Generated ticket reports of the overall floor and published daily, weekly, and monthly reports
• Served as the point of escalation for complex customer issues, successfully resolving 90% of escalations without manager intervention
• Created documents for new joiners on process flow and error while using document

Subject Matter Expert - Emudhra Pvt Ltd - Bangalore

Generated CRM reports and managed ticketing systems across internal teams. Conducted weekly huddles and increased customer satisfaction ratings through effective solutions and issue resolution.

• Generated CRM reports of the overall floor and published daily, weekly, and monthly reports
• Managed the Ameyo ticketing system across all internal teams, including Technology, Operations and service level. Ensured that all tickets were reviewed and addressed on the same day
• Always was stand by with the leaders with the floor assisting the new colleagues and handling the inbound team
• Conducted weekly huddles with the team to understand the challenges and how to overcome and provide solution
• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving technical issues

Senior Customer Care Executive - TFS

(2015-11-30 - 2016-07-20)

Handled inbound and outbound calls related to driver issues. Maintained quality standards and met KRA targets.

• Taking inbound calls, making outbound calls when there is requirement
• Handling the Driver related issues
• Escalating issue related calls to supervisor
• Maintaining quality of 95% in every call and taking 200- 250 calls per day on average
• Meeting the KRA's as per the given target

Senior Customer Care Executive - Speed clean Laundromat - Bangalore

(2014-10 - 2015-11)

Handled inbound calls, placed orders in CRM, and managed service-related queries. Maintained quality standards and made outbound calls for service repetition.

• Taking inbound calls, placing order in CRM as per customer request
• Handling service related queries
• Escalating issue related calls to supervisor
• Maintaining quality of 95% in every call and taking 200 calls per day on average
• Making outbound calls and pitching for service repetition from existing customers

Tele Caller - DIGICALL - Ameerpet

(2012-08 - 2014-09)

Handled inbound calls from Dish TV subscribers related to recharge and technical issues. Took 150-200 calls per day on average.

• Taking inbound calls from Dish TV subscribers related to recharge
• Taking inbound calls related to technical issues, informing TL through email
• I was taking 150 – 200 calls per day on average

Bachelors of Computer Application - Computer Application - SHRI MANIK PRABHU College Humnabad (2011 - 2012)