Harshitha Am
Bangalore
Summary
Dedicated Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Dedicated to identifying customer needs and delivering effective solutions to all problems.
Overview
6
6
years of professional experience
Work History
Customer Support Executive (B2B BILLING)
Rippling
05.2024 - 11.2024
- Researched and resolved customer billing disputes, resulting in improved customer satisfaction and retention
- Provided personalized customer support that went above and beyond the customer's expectations, resulting in an increase in customer loyalty .
- Collaborated with other departments to resolve billing and invoicing issues .
- Resolved customer disputes and billing inquiries, resulting in a reduction in customer complaints .
- Worked on Salesforce, jira, freshdesk and billing support console to provide timely support to the client and the correct resolution .
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Senior Booking Analyst
Oracle
03.2020 - 04.2024
- Improved customer satisfaction by providing timely and efficient support for various applications
- Collaborated with cross-functional teams to identify and implement system improvements, resulting in enhanced user experience
- Provided support in constructing relationships within the customer base to provide opportunities for expansion and growth
- Developed and maintained effective client communications to guarantee client satisfaction and improve client retention
- Enhanced application functionality by diagnosing and resolving issues
- Interact directly with Product and Sales teams to identify areas where we can better serve our customer base through automation or added features.
Customer Support Representative
The Hongkong and Shanghai Banking Corporation Limited (HSBC)
09.2018 - 11.2019
- Joined as a customer support representative in Sep-2018 answering to inbound calls related to finance and technical issues
- Maintaining average Handling Time as per the KRA with the First Time Resolution (FTR)
- Work on Pilot programs, updating the cx new launched applications with add-on features making their work easier on the Online Portal for the better understanding and learning
- Involved in problem solving, Empathizing, following-up on complicated issues, achieving service recovery (D-Sat), working on improving NPS feedback Survey (C-Sat)
- Promoted as a Senior Customer Support Specialist in July 2019
- Resolving the Tickets within a given TAT
- Work on Fresh desk and Java Script
- User Support (Platform: UXOS)
- Chat support Engineer
- Updating complete daily/weekly/monthly report (MIS) to the management
- Take the complete ownership of post-sales lifecycle management
- Handling escalation calls, based on Customer requirements
- Work on NPS, ensuring the best customer support; looking after D-Sat escalations and working on feedback recovery
- Work closely with Manager to work on ideas for process improvements to enhance the process efficiency, quality and customer experience
- Keeping open communication with different stakeholders and maintaining the SOP.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Retained irate clients by giving the best solution on time .
Education
B.COM -
The Oxford College of Business Management
05.2018
PUC - undefined
Krupanidhi Group of Institutions
03.2014
SSLC 10th - undefined
Shantiniketan Educational Institutions
03.2012
Skills
- Customer Inquiry Management (CIM)
- Data reconciliation reporting
- Quality Control
- Complaint Handling
- Complaint resolution
- De-Escalation Techniques
- Problem-Solving
- Salesforce CRM
- Multitasking
- Problem-solving aptitude
- Work Prioritization
- LiveChat Messaging
- Teamwork and Collaboration
- Complaint Investigation
- Time management abilities
- Task Prioritization
- Team building
- Account updating
- Goal Setting
- Customer Retention
- Product Education
- Customer Relationship Management (CRM)
- Billing Procedures
- Adaptability
- Understanding Customer Needs
Languages
ENGLISH
KANNADA
TELEGU
HINDI
Timeline
Customer Support Executive (B2B BILLING)
Rippling
05.2024 - 11.2024
Senior Booking Analyst
Oracle
03.2020 - 04.2024
Customer Support Representative
The Hongkong and Shanghai Banking Corporation Limited (HSBC)
09.2018 - 11.2019
PUC - undefined
Krupanidhi Group of Institutions
SSLC 10th - undefined
Shantiniketan Educational Institutions
B.COM -
The Oxford College of Business Management
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