HARSHITA SHARMA
LinkedIn: linkedin.com/in/harshita-sharma-
Email:-Phone:-
Professional Summary
Results-driven Complaints Analyst with 4+ years in KYC/AML operations and banking. Expertise in managing high volumes of
cases, ensuring regulatory compliance, and resolving customer escalations. Proven problem-solving skills with a strong track
record in analytical case management and compliance.
Skills
• Jira, Confluence
• Payments and Banking Regulations
• Regulatory Compliance
• Case Management
• Analytical and Problem-Solving
• CRM Systems
• Complaint Investigation
• KYC/AML Compliance
Professional Experience
Complaints Analyst (09/2022 – Present)
Revolut – Jaipur, India (Remote)
Manage complaints and cases from CDD and EDD perspectives, ensuring compliance with high standards.
Handle large volumes of cases, making decisions under tight deadlines.
Address and resolve customer appeals and escalations related to support and KYC processes.
Compile and analyze data for case determinations and risk assessments.
Collaborate with cross-functional teams to support compliance initiatives.
Customer Support Specialist (01/2022 – 06/2024)
Accenture – Gurgaon, India (Remote)
Supported customer escalations for Google Fi services, resolving complex issues and enhancing satisfaction.
Provided troubleshooting and product support while maintaining detailed records.
Collaborated with teams to address service issues and improve customer experience.
Bug Promotion and Triaging Specialist
BrickRed Systems – Jaipur, India
Managed bug promotion and triaging for the Microsoft Edge project.
Coordinated with development teams to prioritize and address issues.
Ensured effective communication and documentation of bug statuses.
Virtual Customer Support Associate
Amazon – Remote
(02/2021 – 01/2022)
(08/2020 – 02/2021)
Assisted customers with inquiries and issues related to Amazon services and products.
Provided high-quality support through various communication channels.
Ensured timely resolution of customer concerns and maintained accurate records.
Education
Master of Arts in Mass Communications
The IIS University – Jaipur
(April 2021)
Accomplishments
Promoted to Complaints Analyst with an 8% salary increase.
Awarded a statutory bonus for outstanding performance and grades.
