HARSHINI RONGALA
Vizag
Summary
Senior Operations Executive with extensive experience at HAPPAY, recognized for enhancing customer satisfaction and streamlining processes. Expertise in analytical thinking and compliance monitoring led to significant improvements in service quality and operational efficiency. Proficient in Excel and team leadership, consistently driving results that promote client retention and operational excellence.
Overview
4
4
years of professional experience
Work History
Senior Operations Executive (Travel and Expense Management)
HAPPAY (CRED ORG.)
Bangalore
02.2024 - Current
- Prioritized emergency issues to deliver exceptional service using Freshdesk and telephone systems.
- Analyzed data to develop innovative processes for team efficiency.
- Provided client feedback to relevant departments, enhancing product and service quality.
- Coordinated with cross-functional teams to resolve client queries effectively.
- Managed accounts to ensure optimal product support.
- Collaborated with cross-functional teams, implementing process improvements that boosted customer satisfaction and repeat business.
- Served as point of contact for Adani, Maruti Suzuki, PWC, MG Motors, TATA, etc.
- Received RNR award for outstanding performance.
Customer solutions Specialist 2 (Dispute and Claims Investigations)
PAYPAL PRIVATE LIMITED
Bangalore
05.2023 - 12.2023
- Resolved payment processing issues and disputes for customers in DE German market.
- Reviewed suspicious reports and transactions to detect potential dispute activities.
- Conducted investigations into claims, gathering data to support decision-making processes.
- Managed high-volume caseloads, prioritizing tasks for timely completion of all claims.
- Ensured compliance with industry regulations while handling sensitive client information.
- Achieved customer satisfaction by promptly resolving complex claims issues.
- Maintained accuracy and attention to detail in reviewing claim documentation for decisions.
- Participated in training programs to remain informed on industry laws and regulations.
Customer Service Representative (Credit Card payments & Fraud Investigations)
CONCENTRIX DAKSH SERVICE PVT LTD
Vizag
02.2022 - 04.2023
- Resolved credit card issues by clarifying customer requirements and utilizing decision support tools.
- Analyzed financial data and transaction patterns to detect fraudulent activities in credit cards.
- Documented findings, assessed risk levels, and recommended actions including account closures and transaction blocks.
- Collected and interpreted evidence for investigations, preparing detailed reports on findings.
- Collaborated with Banking Ombudsman for investigation reports and final decisions on refunds.
- Evaluated customer data to proactively prevent fraud and secure accounts.
- Ensured services met key performance indicators (KPIs) for customer satisfaction.
- Achieved rock star award for exceptional performance within six months of employment.
Education
BSC - Physics
Indian Institute of Industry Interaction Education And Research
Chennai01.2021
INTERMEDIATE - Bi.P.C
Sri Chaitanya Junior college
Vizag01.2017
SSC -
Sri Chaitanya Techno
Vizag01.2015
Skills
- Microsoft Office Suite
- Excel proficiency
- Investigative analysis
- Compliance monitoring
- Analytical thinking
- Planning and coordination
- Customer retention
- Surveillance and evidence collection
- Claims analysis
- Customer satisfaction
- Problem solving
- Team leadership
- Time management
- Operations management
Hobbies and Interests
- Cooking food
- Singing songs
- Playing badminton
Disclaimer
I hereby declare that the above-mentioned information is true to the best of my knowledge
Personal Information
- Father's name: R. Srinivasa Rao
- Date of birth: 08/10/99
- Gender: Female
Languages
English
First Language
English
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Timeline
Senior Operations Executive (Travel and Expense Management)
HAPPAY (CRED ORG.)
02.2024 - Current
Customer solutions Specialist 2 (Dispute and Claims Investigations)
PAYPAL PRIVATE LIMITED
05.2023 - 12.2023
Customer Service Representative (Credit Card payments & Fraud Investigations)
CONCENTRIX DAKSH SERVICE PVT LTD
02.2022 - 04.2023
BSC - Physics
Indian Institute of Industry Interaction Education And Research
INTERMEDIATE - Bi.P.C
Sri Chaitanya Junior college
SSC -
Sri Chaitanya Techno
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