Harshada Dhumal

• Europe Suspense (Billing)

Oversaw Europe Suspense (Billing) Process to ensure timely and accurate transaction processing.

Generated daily, weekly, and monthly reports to support management performance tracking.

Coordinated billing documentation while adhering to standard operating procedures and compliance policies.

Conducted internal audits and process checks to verify data accuracy and enhance operational efficiency.

Resolved client billing queries via email to improve service satisfaction.

Managed multiple priorities to meet deadlines within established turnaround times.

Mentored and trained new team members to support overall team operations.

• Klarna Bank

Managed back-office operations including email processing for dispute related queries, charge-backs and account activation in an e-commerce environment.

Delivered customer support through web chat for over 20 months handling payment-related inquiries and troubleshooting transaction issues.

Assisted approximately 40 customers daily via live chat, ensuring prompt resolution of issues and maintaining high customer satisfaction.

Maintained adherence to service level agreements (SLAs), including chat handle time, quality standards, and productivity benchmarks.

Collaborated with internal teams to streamline processes and ensure seamless resolution of payment and technical concerns.

• Capital One

Handled sensitive customer requests related to legal and compliance matters, including adding Power of Attorney (POA) and attorney details to customer accounts.

Processed cease communication requests in accordance with regulatory and internal guidelines.

Managed account-level requests such as account closures, address changes, and updates to personal information.

Maintained high accuracy in data entry and documentation while adhering to service level agreements (SLAs) and quality standards.