Harsha Kumar

Support-

• Taking charge of customer issues from start to finish - while working in a dynamic and fast-paced environment.
• Leverage chat, email, and video conferencing functionality to help our customers.
• Tracking of customer interactions, maintain a record of resolutions provided.
• Work closely with the Services, Training, and Support team to deliver a seamless onboarding experience for customers.
• Acting as a subject matter expert for best-practice product usage and being a resource for both customers and coworkers.
• Interact directly with Product and Engineering teams to identify areas where we can better serve our customer base through automation or added features.
• Handling customer enquiries and internal cases in our ticketing system, communicating directly with clients.
• Creating documentation for end users to ensure that all users, internal or external, have the information they need to use the systems we provide.
• Successfully engage in multiple initiatives and projects simultaneously.
• Enhanced application performance by identifying and resolving technical issues in a timely manner.

Project testing-

• Provided comprehensive training for users to ensure smooth adoption of new applications and features.
• Participate in software testing (user acceptance testing) and software validation activities to include execution and documentation of test scripts.
• Create bugs and report to BA and engineer team to resolve it in timely manner.
• Testing, through front and back end checks, that set-ups for new projects in Application or other research systems are robust and 100% correct.
• Collaborated with cross-functional teams to develop, test, and implement software updates and patches.
• Thorough testing of end product to ensure the final research project works as intended.
• Improved application stability through proactive monitoring, issue identification, and prompt resolution of incidents.
• Contributing to the testing process to improve it through continuous innovation, to ensure that we never let errors in one project recur in others.
• Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.

• Formatting and publishing the reports according to schedule and to the highest possible standard in both accuracy and presentation.
• Be a close liaison with the Industry Analysts and Company Analysts and Business Analysts with the Reports Template Developer.
• Transferring copies of published reports to designated online resellers, using our bespoke systems and, maintaining contact with clients that upload our reports.
• Word/PowerPoint: Ensure all reports are formatted to the correct template and standardized before publishing for in-house content management systems.
• Excel: create charts embedded into the reports.
• Support and build working relationships with the London/Bangalore teams and actively work with the whole team to achieve a shared goal in providing excellent quality and efficiency always.
• Taking the initiative when responding to queries related to reports and actively seek solutions to problems.
• Good record-keeping; share tips/information via Teams to ensure best practice or ‘fixes’ to problems.

• Worked as a Process Associate dealing with the department of Claims for US Mortgage.
• Major work was to analyze the reason of claims and verifying the Documents and data provided by the customer and process further steps with the internal tools.
• Analyzing the reason.
• Data validation.
• Verification of Documents.
• Updating the fields of information in to the internal Applications.
• Quality assurance of 97% and above.
• Status Update.
• Handling customer queries, requests and complaints & resolution of the same within TAT's.