KAMALAKSHI CHOWDURU
Chennai
Summary
Dynamic and results-oriented Vice President with 18+ years of diverse experience in the banking, financial services, and customer service sectors. Proven track record in managing large teams, improving operational efficiency, leading risk and control initiatives, and delivering superior customer experience. Adept in change management, talent development, compliance oversight, and stakeholder management.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Assistant Vice President, Risk & Controls
Citi Corp Services Pvt Ltd
11.2020 - Current
- Lead a team of 70+ members overseeing Risk & Controls for Cards and Retail Banking.
- Conduct call quality monitoring in compliance with National Call Guidelines and Federal Reserve Bank standards.
- Mentor and guide teams through task delegation, performance monitoring, and streamlined work procedures.
- Responsible for staffing, recruitment (10+ hires), and managing LOB performance metrics including RSAT, Risk Quality, and Attrition.
- Recipient of multiple awards including Gold Awards (Q3’2021, Q1’2022) and Onshore Partnership Recognition.
- Drive change management initiatives and manage stakeholder communications at SLT level.
- Contribute to innovation, COB testing, and CS scorecard enhancements.
- Completed I Lead and ADLP (Aspire) leadership programs.
Customer Service Manager
Groupon India Ltd
11.2012 - 11.2020
- Managed team of 25 representatives, social media FLs, and team coaches.
- Oversaw global customer support via email/chat, including escalations and training.
- Led Reward and Recognition portfolio across multiple global regions.
- Generated analytical reports via Tableau and forecasted customer volumes.
- Received CSAT awards and acknowledged for team development initiatives.
Team Developer
Bank of America Continuum Solutions
10.2007 - 05.2012
- Led inbound/outbound U.S. collections for Home Loans & Insurance.
- Mentored teams, managed escalations, conducted training, and performance evaluations.
Various Positions
01.2004 - 01.2007
- Customer Service Executive, Mahindra Satyam (2006–2007)
- Sales Executive, Aegis BPO Services (2005–2006)
- Internal Collections Executive, E2E Serwizsol (2004–2005)
Education
Post Graduation - Finance & Marketing
ISBM University
Bachelor’s - Business Management in Quality Management
ISBM University
Skills
- Risk management and controls
- Effective organizational leadership
- Effective team leadership
- Monitoring regulatory adherence
- Process improvement expertise
- Client service optimization
- Process improvement
- Efficiency enhancement
- Professional growth initiatives
- Demand forecasting and planning
- Proficient in MS Office Suite
- Tableau
- Relationship management
- Skill enhancement workshops
- Strategic revenue generation
- Quality assurance auditing
Certification
- COPC Certified Professional Manager
- Lean Six Sigma Yellow Belt
- Six Sigma Green & Black Belt – Go4SixSigma (Udemy)
- Advanced Excel Formulas & Functions – Microsoft Excel
- Tableau – Udemy
- ILead and Aspire to Develop Women Leadership Program
Languages
English
Hindi
Telugu
Tamil
Technical And Leadership Skills
- MS Office Suite
- Tableau
- Client Relations
- Training & Development
- Change Management
- Strategic Sales
- Call Quality Auditing
Timeline
Assistant Vice President, Risk & Controls
Citi Corp Services Pvt Ltd
11.2020 - Current
Customer Service Manager
Groupon India Ltd
11.2012 - 11.2020
Team Developer
Bank of America Continuum Solutions
10.2007 - 05.2012
Various Positions
01.2004 - 01.2007
Bachelor’s - Business Management in Quality Management
ISBM University
Post Graduation - Finance & Marketing
ISBM University
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