Dhanraj Shardhana
Clontarf,Ireland
Summary
Detail-oriented professional with a strong foundation in active listening, communication, and teamwork, complemented by expertise in customer service and problem-solving. Proficient in Microsoft Office Suite, including Word, Excel, and Outlook, with a proven ability to multi-task and maintain attention to detail under pressure. Adept at leveraging technical knowledge and software proficiency to deliver effective solutions while demonstrating flexibility and emotional resilience. Committed to fostering collaborative environments and achieving excellence in service delivery. No sponsorship required.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Customer Support Specialist
Global Payments Inc.
Dublin
09.2024 - 02.2025
- Resolves client and/or merchant technical support issues relating to point of service (POS) products, including, but not limited to, dial-up card swipe terminals, and provides standardized responses by utilizing established documentation and processes
- Ensure that all direct debits are processed accurately and on time
- This includes setting up new mandates, managing any changes, and resolving any issues that may arise during the process
- Identifing , investigating , escalating & resolving issues reported by the customers.
- Accurately allocate incoming payments to the correct customer accounts, ensuring there are no misallocations
- Enters required data into databases while resolving customer issues and achieving established goals and objectives for quality and productivity measures
- Engage in projects for process improvement that raising better quality experience & effectiveness.Receives and responds, via telephone, email, chat or SMS to technical customer service requests, inquiries and problems
- Utilizes various databases to select the best processing method and explains the solution to the client in order to resolve the inquiry
- Maintaining an accurate and complete record of all inquiries and problems handled
- Providing consistent feedback regarding unauthorized use of the account, account out of compliance with regulatory requirements, high number of claims and chargebacks on the account, or sudden, rapid changes in the use of the account
Client Support Executive
IndusInd Bank
Delhi
09.2020 - 08.2022
- Take end-to-end ownership of assigned customer requests and deliver prompt resolution primarily through mail and chat channels
- Answering calls, managing complaints, troubleshooting, making outbound calls, upselling and cross-selling, processing orders, providing updates, collaborating with other departments
- Provide knowledgeable help to customers and go the extra mile providing the correct details to customer queries
- Excellent decision-making and critical thinking abilities
- Adhere to service level agreement deadlines in resolving customer complaints quickly and effectively
- Collaborate with internal stakeholders such as the product and payments team for faster resolutions
- Identify and escalate customer requests to managers when there is a complex issue
- Dealing with senior citizens with effect images / guidance with banking solutions.
- Manage and monitor all online banking transactions, ensuring payments are processed securely and in compliance with company policies
- This includes setting up and verifying electronic payments, as well as troubleshooting any issues that arise
Education
Masters in International Business -
National College Of Ireland
01.2022 - 01.2023
Bachelor of Science - Computer Science (CSE)
Galgotias College Of Engineering And Technology
01.2016 - 01.2021
Skills
- Active listening
- Communication
- Teamwork
- Customer service
- Attention to detail
- Multi-tasking
- Tech knowledge
- Decision-making
- Problem-solving
- Flexibility
- Microsoft Office Suite
- English language proficiency
- Calm under pressure
- Emotional resilience building
Certification
- Certified Product Owner, Scrum Alliance, Inc.
- Market Research & Analysis Hands-on Certification, Kreativstorm Business Management
Timeline
Customer Support Specialist
Global Payments Inc.
09.2024 - 02.2025
Masters in International Business -
National College Of Ireland
01.2022 - 01.2023
Client Support Executive
IndusInd Bank
09.2020 - 08.2022
Bachelor of Science - Computer Science (CSE)
Galgotias College Of Engineering And Technology
01.2016 - 01.2021
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