Open to opportunities

Kusum Das

@kusumdas

Customer support specialist skilled in billing operations, invoice processing, and SLA-driven, accuracy-focused customer service.

India

Message

What I'm looking for

I’m looking for a challenging, customer-centered role where I can deliver accurate billing operations, resolve complex issues efficiently, and maintain strong SLA compliance through disciplined documentation and effective vendor coordination.

I’m a Customer Support Specialist dedicated to detail, accuracy, and customer satisfaction, with extensive experience in billing operations and customer service. I manage high-volume invoice processing, verification, and reconciliation while supporting SLA-driven workflows with strong compliance and documentation.

In my roles, I’ve improved billing accuracy by 15% through meticulous invoice verification and reduced billing issue resolution time by 20% through effective coordination. I’ve also achieved 100% SLA compliance over six months, maintained a 98% invoice accuracy rate, and supported customers with consistently high service—earning Employee of the Month and maintaining a CSAT rating over 90%.

Experience

Work history, roles, and key accomplishments

Current

Senior Associate

Current

First Rite IT Services Pvt. Ltd.

Feb 2026 - Present (5 months)

Managed customer invoices to ensure accurate and timely billing operations. Supported SLA-driven billing processes, including invoice verification/validation, reconciliation, and billing documentation.

Invoice Processing Billing Operations Invoice Validation Reconciliations SLA Documentation Management Vendor coordination

Billing Management Associate

Wipro Limited

Jan 2024 - Sep 2025 (1 year 8 months)

Processed enterprise utility invoices following SOPs, including Prepay, Postpay, Billpay, and Ad-hoc invoice processing. Performed 2-way and 3-way matching (PO, GRN, invoices), resolved discrepancies with vendors, and maintained SLA compliance.

Invoice Processing Billing and Invoicing Procure To Pay (P2P)Prepay Postpay Billpay Invoice Validation Vendor coordination SLA

Customer Care Executive

Startek Aegis (Myntra Process)

May 2022 - Aug 2023 (1 year 3 months)

Handled customer queries via chat and voice support, covering order, payment, and product-related concerns. Resolved complaints within timelines and coordinated with internal departments to ensure efficient issue resolution and high customer satisfaction.

Customer Support Customer Care Chat Support Voice support Customer Complaint Resolution Payment Support Product Support Documentation Management

Education

Degrees, certifications, and relevant coursework

University of Calcutta

Bachelor of Arts, English Literature

2018 - 2021

Bachelor of Arts from the University of Calcutta with a major in English Literature, building analytical and communication skills. Completed projects that strengthened teamwork and presentation abilities.