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Preeti Kulkarni

@preetikulkarni

Message

IAM and identity governance specialist delivering secure access at scale.

India

Message

What I'm looking for

I’m looking for an IAM role where I can own joiner-mover-leaver workflows, access reviews, RBAC, and IAM compliance using SailPoint/AD, while delivering fast ServiceNow ticket resolution with strong SLA discipline and documentation.

I bring 6+ years of Customer Technical Support experience and 3+ years in Identity & Access Management (IAM) support. I focus on resolving user access issues accurately while maintaining SLA compliance and strong business user satisfaction.

As a Senior Consultant IAM at Emudhra Pvt Ltd, I handle user account provisioning, modification, and de-provisioning, including end-to-end Joiner, Mover, and Leaver (JML) lifecycle using SailPoint IdentityIQ. I administer Active Directory, support password resets, account unlocks, and MFA-related issues, and manage access requests across IAM tools and Target applications—while also supporting RBAC, access reviews, audits, and IAM compliance.

I work effectively in an ITIL environment using ServiceNow for incidents, service requests, and change requests, and I keep IAM documentation, SOPs, and knowledge articles up to date. I’ve also led teams (supervising 15 customer service representatives) and served as a Subject Matter Expert, driving process improvements, monitoring KPIs, and resolving complex escalations with minimal manager intervention.

Experience

Work history, roles, and key accomplishments

Senior Customer Care Executive

DED Process (TFS)

Handled inbound and outbound calls and managed driver-related issues in the DED process. Maintained call quality of 95%, handled 200–250 calls per day on average, and escalated issues to supervisors as needed.

Inbound Calls Outbound Calling Driver Issue Resolution Quality Management Call Handling Service Support

Tele Caller

DIGICALL Ameerpet

Handled inbound calls from Dish TV subscribers related to recharge and technical issues. Informed the team lead through email for technical matters and handled approximately 150–200 calls per day on average.

Telecalling Inbound Calls Dish TV Recharge Support Team Lead Updates (Email)Call Handling Customer Support

Subject Matter Expert

Emudhra Pvt Ltd

Generated daily/weekly/monthly CRM reports and managed the Ameyo ticketing system across internal teams (Technology, Operations, and service level). Ensured tickets were reviewed and addressed the same day and supported new colleagues and weekly team huddles to resolve challenges.

Subject Matter Expertise CRM Reporting Ameyo Ticketing System Ticket Management Team Support Weekly Huddles Customer Support

Senior Customer Care Executive

Speed Clean Laundromat

Took inbound calls, placed orders in CRM based on customer requests, and handled service-related queries for Speed Clean Laundromat. Maintained 95% quality and handled about 200 calls per day on average while also making outbound calls to pitch service repetition.

Inbound Calls Outbound Calling Order Placement Query Service Quality Management Call Handling

Team Leader

Emudhra Pvt Ltd

Supervised a team of 15 customer service representatives to meet company policies, performance metrics, and customer satisfaction goals. Implemented process improvements to reduce call handling time and handled complex escalations while publishing daily/weekly/monthly ticket and floor reports.

Team Leadership Customer Relationship Management Training Conflict Resolution Remote Support Microsoft Teams Ameyo Ticketing System Reporting Escalation Management Daily Tickets And Reports Quality Management

Senior Consultant IAM

Emudhra Pvt Ltd

Handled IAM operations for 170+ applications, including joiner/mover/leaver lifecycle using SailPoint IdentityIQ and Active Directory administration. Managed access requests, password resets/account unlocks, MFA-related issues, RBAC/access reviews, audits, and ServiceNow ticket fulfillment while maintaining SLA compliance.