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
