Punith M
Bangalore
Summary
Dynamic Senior Associate at Kyndryl India Pvt Ltd (IBM) with proven expertise in third-party risk management and compliance auditing. Demonstrated leadership in training and mentoring teams, achieving a 95% positive feedback rating in customer satisfaction. Proficient in URT and Excel, with strong problem-solving and communication skills to drive client-focused solutions.
Overview
10
10
years of professional experience
Work History
Senior Associate, Systems Administration
Kyndryl India Pvt Ltd (IBM)
Yelahanka, Bangalore
09.2019 - Current
- Performed ticket management by addressing and resolving issues promptly, as per SLA guidelines.
- Analyzed and remedied specific client concerns.
- Third-Party Risk Oversight and Audit Documentation.
- Assisted customers in resolving issues with detailed instructions.
- Facilitated client-focused solutions for achieving regulatory adherence.
- Utilized URT, ECM, SIM, OPENPAGE, GECT, VBLT and Excel tools effectively.
- Functioned as third-party risk and information security analyst during IT audits
- Monitored and maintained daily SLA standards.
- Delivered routine report processing and ensured client communication about account status.
- Facilitated regular meetings with internal and external teams for proper adherence to account standards.
- Preparing and saving the daily report in SharePoint, Workspace, Share Drive maintaining the same on a daily basis.
- Handled significant breaks and exceptions to ensure effective risk management.
- Executed monthly end processes and ensured timely business development checks.
- Ensured accurate documentation for auditors within the audit schedule.
- Addressed client inquiries and ensured timely resolution.
- Handled designated allocation duties efficiently.
- Collaborated to provide strategic guidance and resolve high-volume tasks effectively.
- Scheduled timely refresher training sessions to enhance team proficiency.
- Conducted onboarding sessions for fresh hires.
- Trained junior associates in proper procedures, team policies and strategies for success.
- Reviewed work of junior associates, identified knowledge gaps, corrected mistakes and recommended changes to prevent future mistakes and improve performance.
- Facilitated client meetings to discuss case progress, strategies, and expected outcomes, ensuring transparency.
- Developed and implemented training programmes for junior associates, enhancing their skills and firm's talent pool.
- Collaborated with senior partners on high-profile cases, gaining invaluable experience and exposure to complex litigation.
- Utilised technology and legal software to improve case management efficiency and document organisation.
- Participated in professional development workshops and conferences to stay ahead of legal trends and practices.
Senior Database executive
Just Dial Ltd
06.2016 - 08.2019
- Streamlined process for updating customer information.
- Offered solutions to address customer problems.
- Managed financial activities for banking institutions.
- Delivered high level of service to customers in effort to build upon future relationships.
- Kept organisation in compliance with regulations and internal requirements.
- Selected and mentored senior staff, creating successful leadership team.
- Drove customer satisfaction improvements, evidenced by a 95% positive feedback rating from client surveys.
Customer Service Associate
Intelenet global services
05.2015 - 02.2016
- Provided customer service support with extensive experience in issue resolution.
- Provided excellent customer support and guidance while dealing with complex complaints, offering an empathetic approach to maintain loyal customer relationships.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Handled difficult customers with empathy and patience, successfully de-escalating tense situations.
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Resolved customer queries over phone and by email.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Responded to customer emails, letters and phone calls within company's communication targets.
- Managed inbound calls in a fast-paced environment, consistently achieving resolution on first contact.
- Maintained outstanding customer relationships by going the extra mile to assist with needs and revolve queries.
- Followed scripts and processes to uphold brand standards.
- Participated in training sessions to improve product knowledge and customer service skills.
Education
B.com -
Jnana Jyothi Degree College
01.2015
SSLC -
Model Education Center
01.2015
PUC - Accounting
Jnana Jyothi pu college
Bangarapet, KA01.2012
Skills
- Tally
- Team building skills
- Active listening
- Customer service
- Problem solving
- Leadership
- Communication skills
- URT
- ECM
- VBLT
- EXCEL
- UCT
- GECT
- SIM
- OPEN PAGE
- Problem analysis
- Multitasking efficiency
- Product knowledge
- Decision-Making proficiency
- Complaint resolution
- Performance monitoring
- Compliance auditing
- Audit documentation
- Audit planning
- Risk assessment
- Third-party risk management
- Team collaboration
- Client communication
Accomplishments
- Training for new joiners
- Promoted as senior Database executive
- Awarded Best Performer Award in Customer service associate
- Awarded as Best Performer in Database executive
- Promoted as Senior Associate, Technical and Security System
Hobbies and Interests
- Photography
- Gym & Bodybuilding
- Hiking & Trekking
- Backpacking & Adventure Travel
- Video Editing
Languages
- Hindi, B1 Intermediate
- English, C1 Advanced
- Kannada, C2 Proficient
- Telugu, A2 Elementary
Personal Information
- Date of Birth: 05/10/94
- Gender: Male
- Nationality: India
- Marital Status: Single
Timeline
Senior Associate, Systems Administration
Kyndryl India Pvt Ltd (IBM)
09.2019 - Current
Senior Database executive
Just Dial Ltd
06.2016 - 08.2019
Customer Service Associate
Intelenet global services
05.2015 - 02.2016
B.com -
Jnana Jyothi Degree College
SSLC -
Model Education Center
PUC - Accounting
Jnana Jyothi pu college
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