Saylu Kangali
Mumbai
Summary
Dynamic professional with extensive experience at HDFC Bank, excelling in customer relationship management and problem-solving. Proven track record in resolving high-level escalations and driving process improvements. Adept at critical thinking and fostering team collaboration, consistently recognized for enhancing service quality and operational efficiency.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Deputy Manager
HDFC Bank
Mumbai
06.2023 - Current
- Managed high-level customer escalations directed to the bank's support team related to Retail Liabilities. Specializing in resolving of disputes, chargebacks & fraud cases withing strict TAT.
- Conducted root cause analysis of complaints and collaborated with functions and stakeholders to eliminate causative factors and prevent recurrence.
- Communicated customer requirements and service impact issues within the organization, processing claims and compensation for customer grievances.
- Utilized CRM and Oracle Flexcube applications to enhance operational efficiency.
Senior Process Associate
Tata Consultancy Services
Mumbai
07.2014 - 06.2023
- Handling Citibank NA Consumer & Commercial Credit Card Accounts.
- Ensure that cases are processed within Service Level Agreement (SLA) and according to Standard Operating Procedures (SOP).
- Managed high-impact escalation tickets, ensuring timely resolution and effective communication through emails and scanned documents.
- Corresponded directly with Citibank NA clients to address inquiries and resolve issues, fostering strong client relationships.
- Carrying out monetary transactions like credit balance refund to customer accounts after secure validation as per AML guidelines.
- Internal Quality Checks & Conducted On Job Training for the new associates.
- Worked as a specialist in sensitive projects like Credit Bureau reporting adjustments and POA/Cease & Desist.
Education
Bachelor - Accounting & Finance
Mumbai University (Nirmala Memorial Foundation College of Commerce)
Mumbai05-2014
Skills
- Client Engagement
- Coordinating
- Time Management
- Problem-Solving
- Critical Thinking
- Adaptable
- Communication Skills
- Interpersonal Skills
- Continuous Learning
- Customer relationship management
- Microsoft Office
Certification
• Certificate in Banking Frauds - 02/01/22
• Certificate in Advanced AML - 12/01/21
• KYC Basics Foundation - 05/01/20
• Agile Way of Working Foundation - 11/01/19
• Certificate in Advanced AML - 12/01/21
• KYC Basics Foundation - 05/01/20
• Agile Way of Working Foundation - 11/01/19
Accomplishments
Awarded as Quality Warrior: 06/2025 - 09/2025.
Hobbies and Interests
- Outdoor Sports
- Swimming
- Travel
Timeline
Deputy Manager
HDFC Bank
06.2023 - Current
Senior Process Associate
Tata Consultancy Services
07.2014 - 06.2023
Bachelor - Accounting & Finance
Mumbai University (Nirmala Memorial Foundation College of Commerce)