M. Sathisha
Bangalore
Summary
Detail-oriented Senior Service Desk Analyst with expertise in Process and Team Management. Skilled in developing efficient procedures to enhance customer experience and satisfaction while meeting SLAs. Strong interpersonal, communication, and organizational abilities support effective customer relationship management and operational efficiency.
Overview
5
5
Languages
14
14
years of professional experience
Work History
Senior Service desk Analyst
Mphasis Limited
07.2022 - 10.2025
- Handle a team size of minimum 20 – 25 FTEs which includes Voice and Non-Voice operations.
- Established standards and guidelines for inbound/outbound customer service and back-office representatives to enhance service quality.
- Motivated team members by providing positive communication and constructive feedback during weekly meetings.
- Respond to client escalations and special requests to meet department/company customer service and support goals.
- Create an environment oriented to open communications, creative thinking, cohesive team effort and workplace trust.
Service Desk Associate
Tangoe India Softek Services Pvt Ltd
12.2021 - 07.2022
- Assisted employees with mobile device queries, requests, and concerns to ensure efficient use of technology.
- Assisting employees with mobile devices relation queries, requests, and concerns.
- Monitoring shared mailboxes and Support requests for new cases. Assigning cases to team members within the specified SLA, while ensuring the cases are being split equally across teams.
- Shared daily reports with management detailing quality errors and first contact resolution metrics to enhance service desk performance.
- Sharing daily reports with the management with details of quality errors and FCR for all of service desk.
- Trained team members on updated processes and policies.
- Engaging team to ensure queues are staffed sufficiently, and break management.
Client Relationship Officer
Expert callers Pvt limited (ECPL)
- 07.2020
- Conducted initial assessments for mortgage applications
- Installed and monitored CCTV systems
- Oversaw operations in HRBR Layout, Bangalore
Analyst - Invoicing
Altsource Business Solutions Pvt Ltd
06.2011 - 05.2017
- Resolving vendor queries and claims for payments for clients (RESI/HSBC/CAP ONE/MOVEMENT MORTGAGE/WELLS FARGO, PFC Payments)
- Processing RESI/HSBC/ CAP ONE/MOVEMENT MORTGAGE/WELLS FARGO Vendor / PFC client payments
- Reconciled credit card payments by comparing transaction records against bank statements.
- Processing utility, code violation and HOA payments through Vendor management System for RESI, HSBC, CAPONE MOVEMENT MORTGAGE and WELLS FARGO Clients.
- Prepared and delivered invoice copies to borrowers and clients upon request
- Liaised among business unit, vendors, realtors, and brokers to resolve payment queries efficiently
- Processed utility refunds to transfer deposit amounts back to Altsource
- Act as a liaison among the business unit, vendors, realtors and brokers to resolve payment queries
- Preparing accrual logs.
- Financial Reporting of all the client handled on Month end.
- Prepared accrual logs to track outstanding financial obligations and ensure accurate reporting.
- Contacting the Utility company customer care to get the service location of the property to refund the amount to the client based on the account details provided.
- Worked on utility refunds to transfer the deposit amount refunded to Altsource
- Processing DIL Check delivery payments for RESI client.
Education
Post graduate diploma - Computer application
Manipal Institute
Bangalore01-2011
BCOM - undefined
JAIN University
01-2009
12th Standard - undefined
BHS FIRST GRADE COLLEGE
Bangalore01-2006
10th Standard - undefined
Sacred heart boys high school
Bangalore01-2004
Skills
ITIL Framework
Technical Support
Remote technical support
Ticketing system proficiency
MS Office
Reference
I hereby confirm that the information contained above is true and accurate & I shall be available upon request. Also I would be grateful if you could kindly consider my CV and give me an opportunity to serve the best for your organization. Thanking you. M. Sathisha Place: Bangalore Date
Core Competencies
- Process Management
- Operations Management
- Quality Management
- People management
Timeline
Senior Service desk Analyst
Mphasis Limited
07.2022 - 10.2025
Service Desk Associate
Tangoe India Softek Services Pvt Ltd
12.2021 - 07.2022
Analyst - Invoicing
Altsource Business Solutions Pvt Ltd
06.2011 - 05.2017
10th Standard - undefined
Sacred heart boys high school
12th Standard - undefined
BHS FIRST GRADE COLLEGE
BCOM - undefined
JAIN University
Client Relationship Officer
Expert callers Pvt limited (ECPL)
- 07.2020
Post graduate diploma - Computer application
Manipal Institute