NAGA MADHURI ERADALA

• Led end-to-end service delivery for US Mobility operations, acting as the primary escalation point and ensuring consistent service experience across stakeholders
• Applied systems thinking to identify process gaps, dependencies, and improvement opportunities across global teams
• Drove governance cadence with US and global stakeholders, enabling risk mitigation, alignment, and operational transparency
• Managed team capacity, workload distribution, and service performance to consistently meet SLA and quality benchmarks
• Led onboarding and transition of new services (including HXM), ensuring seamless integration into business operations
• Spearheaded continuous improvement initiatives (Time & Motion, Quality Refresh), enhancing efficiency and service quality
• Strengthened compliance through L2 audits and corrective action frameworks
• Developed team capability through coaching, feedback, and structured development planning

• Led a team of 20+ supporting IT Service Desk operations, ensuring high-quality service delivery and customer experience
• Improved end-to-end request lifecycle efficiency, reducing turnaround time by 20%
• Reduced resolution time by 25% through workflow optimization and process improvements
• Collaborated across functions to streamline processes and enhance service outcomes
• Played a key role in implementing automation tools (SolveIt, Virtual Assist), improving service efficiency and user experience
• Managed governance, escalations, and stakeholder communication to ensure seamless operations
• Drove ethics and compliance initiatives, reinforcing organizational standards

• Managed multi-functional teams across Conversational Banking, Social Media, and Customer Redressal
• Applied systems thinking to optimize workflows, resource planning, and service delivery
• Led digital transformation initiatives including Mobile Chat deployment
• Improved customer experience through structured process reviews and continuous improvement actions
• Acted as SPOC for Risk Committee, ensuring audit readiness and compliance

• Managed and resolved customer inquiries and complaints, ensuring utmost satisfaction
• Identified customer needs and provided suitable product recommendations
• Generated revenue for the bank by effectively selling credit card balance built products
• Engaged with customers to discover their needs and deliver personalized product recommendations
• Consistently met daily and monthly targets in alignment with business requirements
• Delivered exceptional customer experiences and achieved high quality scores in line with business expectations