Harshini Rongala
Senior customer support executive
Summary
A resourceful individual with a successful track record in coordinating and overseeing operations across multiple departments, including KYC, Chargeback and Claims, Credit Card services, Fraud, Expense, and Travel. An effective leader and problem-solver committed to improving operations, reducing customer and client dissatisfaction, and enhancing organizational efficiency for the team and company. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
2
2
years of professional experience
3
3
Languages
Work History
Senior Executive - Customer Support
Happay - Business Expense Management
2024.02 - Current
- Handled day-to-day customer contact via phones, chat, and emails.
- Delivered prompt service to prioritize customer needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Provided primary customer support to internal and external customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Promptly responded to inquiries and requests from prospective customers.
- Trained staff on operating procedures and company services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Processed customer service orders promptly to increase customer satisfaction.
- Reduced average handle time by following efficient call handling techniques.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Provided training to new team members on KYC procedures, resulting in increased productivity and effectiveness.
- Performed periodic reviews and reports on merchants to comply with rules, regulations and KYC requirements.
- Supported internal departments by resolving discrepancies in interdepartmental expense allocation.
- Managed multiple priorities effectively under high-pressure deadlines without compromising accuracy or quality of work output.
- Built strong relationships with payer representatives, facilitating efficient communication channels for improved collaboration on claim resolution matters.
Customer Support Specialist (Dispute&Transactions)
PayPal
2023.05 - 2023.12
- Handled day-to-day customer contact via phones, chat, and emails.
- Served as a subject matter expert within the organization internally for all matters related to transaction monitoring, providing guidance and support to colleagues as needed.
- Informed financial decisions by analyzing financial information in Fraud investigation.
- Navigated sensitive situations involving disputes between merchants and customers with professionalism and diplomacy, achieving mutually satisfactory outcomes whenever possible.
- Enhanced fraud detection by implementing advanced chargeback prevention strategies and tools.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Streamlined the dispute resolution process through effective communication with merchants, banks, and customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Responded to customer inquiries and provided detailed account information.
Senior Customer Service Representative
Concentrix
2022.02 - 2023.04
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of industry trends and best practices to consistently deliver top-notch customer service.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Enabled smooth transitions for customers switching between different credit card options by guiding them through the process stepbystep.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings.
- Reviewed transactions and receipts to identify any suspicious activity.
- Streamlined case management processes by leveraging data analysis techniques to identify trends in fraudulent activity.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Improved customer trust through transparent communication regarding potential fraud threats and resolutions.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Handled day-to-day customer contact via phones, chat, and emails.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
Education
Bachelor of Science - Physics
INDIAN INSTITUTE OF INDUSTRY INTERACTION EDUCATION
Chennai 2001.04 -
GED -
Sri Chaitanya Junior College
Visakhapatnam, India 2001.04 -
Skills
Staff Management
undefinedAccomplishments
- Supervised team of 8 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Received an award as Rock Star Employee of the year.
- Have learned using tools like CRM, Salesforce tools, Freshdesk, Call Enhancer and Chat Bot.
Hobbies
1. Cooking: I love to cook in my free time, I find it relaxing and a stress buster.
2. Singing: I am passionate about singing and I consider music is my favorite hobby, I believe it has a powerful impact.
3. Traveling: I am intrigued about traveling and exploring the world, have visited only a few cities so far but looking forward to exploring more in the future.
Timeline
Senior Executive - Customer Support
Happay - Business Expense Management
2024.02 - Current
Customer Support Specialist (Dispute&Transactions)
PayPal
2023.05 - 2023.12
Senior Customer Service Representative
Concentrix
2022.02 - 2023.04
Bachelor of Science - Physics
INDIAN INSTITUTE OF INDUSTRY INTERACTION EDUCATION
2001.04 -
GED -
Sri Chaitanya Junior College
2001.04 -
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