SATISH DASA

• Efficiently managed Request for Quotes (RFQs) by coordinating with multiple suppliers and ensuring timely receipt of competitive quotations.
• Analyze supplier quotes and place purchase orders based on the most cost‑effective and client‑approved pricing.
• Gained hands‑on experience in Accounts Payable (AP) invoice processing, including resolving basic invoice‑related queries.Learned basics of Accounts payable invoice processing queries
• Began end‑to‑end invoice processing by validating documents received from clients and ensuring accuracy before posting.

• Managed end‑to‑end invoice processing, including validation, 3‑way/2‑way matching, coding, and timely posting into the ERP system (SAP).
• Ensured 100% compliance with company policies by verifying vendor details, PO accuracy, approvals, and supporting documents.
• Investigated and resolved invoice issues such as price discrepancies, quantity mismatches, duplicate invoices, and hold/exception cases.
• Coordinated with procurement, vendors, and internal stakeholders to close open queries and process invoices within SLA.
• Maintained high accuracy levels by performing thorough checks before posting, reducing errors and rework.
• Contributed to month‑end closing activities—including aging cleanup, GR/IR reconciliation support, accruals, and reporting.
• Performed daily quality audits on over 1 million invoices, including Energy and Utility PO invoices, to ensure accuracy and prevent any incorrect or duplicate payments.

Started my career at IBM as part of the DOW pilot project.

• Started career at IBM as part of a new pilot project, gaining end‑to‑end exposure to Accounts Payable operations.
• Spent over one year handling invoice processing, including validation, exception handling, and supporting basic audit controls.
• Demonstrated consistency, accuracy, and strong learning ability, which helped build a strong foundation in AP process.

Growth into SME & Leadership Responsibilities (After 2.6 Years)

• Promoted to Subject Matter Expert (SME) in Accounts Payable after 2.6 years, recognizing expertise in resolving complex AP queries.
• Served as the primary point of contact for all AP-related process clarifications, root-cause analysis, and stakeholder escalations.
• Led a 4‑member sub‑team, managing a newly added process within the same project and ensuring smooth daily operations, quality control, and training support.

Transition to IT Service Desk & Expanding Technical Capabilities

• Received an internal opportunity to move into the Service Desk due to strong communication, problem‑solving skills, and cross‑functional adaptability.
• Spent almost 1.5 years as a frontline Service Desk Analyst, initially handling Level 1 issues through ticketing tools and remote support.
• Gradually progressed to Level 2 support, troubleshooting more complex incidents and providing deeper technical resolutions.
• Built expertise in incident management, knowledge base updates, ticket documentation, and customer satisfaction handling.

Handling Critical Escalations & High‑Priority Incident Management

• Took ownership of critical and high‑priority escalation tickets, ensuring rapid response, detailed RCA, and timely resolution.
• Acted as a bridge between clients, internal technical teams, and business stakeholders during severe incidents.
• Ensured adherence to SLAs by monitoring reopened tickets, dissatisfaction tickets, and breach risks proactively.

Leadership Role – Team Leader (From 2022 Onwards)

• Promoted to Team Leader in 2022, successfully completing 4 years of team leadership.
• Led responsibilities across performance management, ticket quality checks, case reviews, and team coaching.
• Conducted regular reviews of escalations, reopened tickets, dissatisfaction cases, and SLA deviations, ensuring continuous improvement.
• Highlighted recurring gaps and coached team members to improve accuracy, turnaround time, and customer satisfaction.
• Handled weekly and monthly client calls, process review meetings, and internal leadership discussions to present team performance, action plans, and improvement roadmaps.
• Ensured consistent SLA achievement by monitoring workloads, assigning priorities, and ensuring no delays in critical operations.