LAKSHMI MALLYA
Bengaluru
Summary
Competent IT professional with overall 9 years of experience in previous sectors including U.S Mortgage foreclosed properties, customer support Executive and currently with Identity and Access management profile. Now A highly motivated and ambitious Fresher Content Writer with an aptitude for developing captivating and SEO-friendly content. Possess a keen eye for detail and an unwavering commitment to quality. Passionate about utilizing my strong research and organizational skills to produce compelling content pieces, drive organic search ranking and boost customer engagement. Seeking to join an organization that values creativity and innovation, where I can leverage my understanding of content marketing to accelerate business growth.
Overview
10
10
years of professional experience
1
1
Certificate
Work History
Associate, Identity and Access Management
Kyndryl Solutions Pvt Ltd
02.2020 - Current
- Company Overview: Spinoff from IBM India Pvt Ltd
- Worked globally for Personal and functional ID accounts for creating id, deleting, modifying across multiple systems and applications which includes on-boarding/off-boarding for all users through ISIM, Identity Provisioning tools
- Provided samples for auditing emails to ensure Sarbanes Oxley compliance as per secondary control team instructions
- Consistently meet deadlines and requirements for all production work related issues on various tasks and follow up with the L3 team for requests submitting via backend tool and tracking requests
- Dealt with bulk requests in UK automated task id by using RACFplex systems for which emails come from ASO router to respective task id folders
- Worked on QEV, CBN and owner identification on ASO mainframes and UK automated process on D06 and MWW servers migrated to outlook to check if there were any discrepancies found in user id and provided all necessary screenshots via email
- Performing day to day activities on IGA Canada Active directory for creation, deletion, and modification of all users on WSSDOM and WSSDOMTEST Windows servers by adding groups, adding job title, Description update, office information and moving id to WSS Users group
- Provided support on all emails flown to task id including linking task id to correct serial no provided by user, change of ownership requests on regular basis to reflect in all our systems
- Helped in restoring deleted id's in scenarios where users have rejoined
- Provided support to users by coordinating with AT&T team for all MNS ID creation, adding user id to application by providing mirror id and issuing access for BOOT application
- Coordinated for appropriate manager approvals required while processing all requests on a day to day basis
- Handled creation, deletion, modification on a day-to-day basis by providing support to all end users across globe via service now tickets within SLA
- Handled generating passwords from password tool for users
- Kept customers informed about issue resolution progress and provided estimated times of resolution on an ongoing basis through emails and tickets
- Transferred ticket to appropriate queue in service now tool
- Worked on lotus notes basic configuration from D06 server to MWW server for task ID within our scope of support
- Coordinated with L3 team for recertification for all expired certificate user issues
- Worked on resetting password on lotus notes for various task id's and sending them via confidential separate email
- Spinoff from IBM India Pvt Ltd
Mortgage Associate
Altisource Business Solutions Pvt Ltd
09.2015 - 12.2019
- Company Overview: Spin Off from Ocwen Solution Pvt Ltd
- Input all customer related data entry from beginning to handover of foreclosed properties across USA regions in the resware tool
- Ensured all checks were completed from the underwriter team
- Prepared manually Mortgage Closing Disclosures (CD's) to ensure correct data was sent to borrowers by coordinating with the seller
- Verified accuracy of all customer related information on mortgage documents
- Confirmed if property owned any liens, had any assessments and any utility balances
- Prepared all documentation with county/city for permit application
- Managed disbursements, cut and processed checks and mailed correspondence
- Served as the main point of contact between seller and buyer for all foreclosed properties across U.S regions over 30 calls per day
- Spin Off from Ocwen Solution Pvt Ltd
Customer Service Executive
Concentrix India Pvt Ltd
08.2014 - 09.2015
- Company Overview: Flipkart process
- Excelled as best performer in all quality audits conducted by the company
- Helped customers to place orders over call on a regular basis based on their requirement via emails and 40 calls per day
- Served as a single point of contact for all customers for all types of queries and resolutions
- Ensured to provide timely response without breaching any SLA
- Developed classroom training curriculum and mentoring program for new Help Desk Analysts
- Addressed customer service escalations on high priority to save customer relationships
- Maintained excel inventory of customer issues and status for the same and resolved with the help of manager
- Communicate with customers who have pending issues to determine the beneficial resolution and ensure timely follow-up to verify that complaints have been addressed and satisfied
- Coordinated cross-functional training protocols for customer service personnel on customer service processes and procedures
- Flipkart process
Education
Bachelors of Commerce - HR,Finance
Mangalore University
05.2014
Skills
- Problem-Solving
- Attention to Detail
- Basics of Active Directory
- Positive Attitude
- Basics of User Experience (UX) Design
- Customer oriented skills
- Communication and Teamwork
- Organized and Calm
- Service and Solution Oriented
- Customer -Focused and Client-Focused
- Adaptability and Responsibility
- Basics of AWS Cloud
- Time Management
- Customer Service Standards
- Team player
- Excellent Communication Skills
- Active Listener
- ISIM Tool
- Mortgage
- Empathy
- Keyword optimization
- Writing, editing, and proofreading
- SEO
- Copywriting, editing, and review
- Branding strategies
- Excellent researching skills
- Blog writing
- Social media copywriting
- Meta Description
- Writing slogans and taglines
Certification
AWS Cloud Practitioner
Languages
English
Hindi
Kannada
Konkani
Marathi
Tulu
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The world is full of magical things patiently waiting for our wits to grow sharper.
Bertrand Russell
Timeline
Associate, Identity and Access Management
Kyndryl Solutions Pvt Ltd
02.2020 - Current
Mortgage Associate
Altisource Business Solutions Pvt Ltd
09.2015 - 12.2019
Customer Service Executive
Concentrix India Pvt Ltd
08.2014 - 09.2015
Bachelors of Commerce - HR,Finance
Mangalore University
Personal Information
Marital Status: Married
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