Summary
Overview
Work History
Education
Skills
Awards
Custom
Timeline
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SHIVAM SRIVASTAVA

SHIVAM SRIVASTAVA

Lucknow

Summary

Dynamic and results-driven professional with over 9 years of experience in payment escalations, customer service, team leadership, and process improvement. Proven ability to manage high-value escalations, ensure SLA compliance, and mentor large teams across banking, financial services, and contact center operations. Adept in identifying root causes, optimizing workflows, and delivering customer satisfaction through strategic complaint resolution. Recognized for driving automation, reducing shrinkage, and delivering consistent performance.

Overview

12
12
years of professional experience

Work History

Team Leader - Construction Journal Contact Center

Merit Software Services Pvt. Ltd.
Chennai
01.2022 - Current
  • - Leading a team of 38 (previously 50+), focusing on quality project delivery and complaint resolution.
  • - Resolved escalations and process gaps through internal audits and SLA-aligned actions.
  • - Introduced automation in work allocation, reducing manual workload, and increasing productivity.
  • - Maintained a 95%+ project delivery success rate and a 90%+ customer satisfaction score.
  • Received direct appreciation from clients for transforming a previously struggling team.

Team Leader - Mortgage Audit

Cognizant Technologies
Chennai
10.2020 - 08.2021
  • Led the mortgage audit for the Royal Bank of Canada, ensuring internal control and compliance.
  • Managed real-time performance dashboards, and flagged process errors proactively.
  • Delivered a 98% service success rate while managing complex financial data.

Team Leader - Banking Escalations & Contact Center

Wipro Technologies
Chennai
10.2018 - 10.2020
  • Led a banking call center team handling inbound calls, sales, and complaints for RAK Bank, Dubai.
  • Managed Average Handling Time (AHT) and First Call Resolution (FCR) to optimize customer experience.
  • Conducted real-time call monitoring and coaching sessions to improve agent performance.
  • Developed escalation management strategies, ensuring prompt issue resolution.
  • Achieved and exceeded sales targets through strategic coaching and customer engagement.
  • Created and managed MIS reports for complaint tracking and SLA performance.
  • Handled payment disputes, credit card issues, and banking escalations.
  • Developed SOPs and implemented automation tools to streamline escalation workflows.
  • Conducted complaint tracking and resolution, maintaining high ESAT and FCR scores.
  • Mentored junior analysts, conducted one-on-one sessions, and reduced complaint volumes by 20%.

Senior Escalation & Complaint Resolution Officer

Standard Chartered Bank
Chennai
08.2015 - 10.2018
  • Resolved 95%+ CEO-level escalations within SLA, ensuring high regulatory compliance.
  • Implemented a proactive complaint resolution model, reducing complaint volume by 25%.
  • Developed a standardized escalation tracking system, improving case resolution speed.
  • Managed complex complaints related to banking liabilities and credit card disputes.
  • Conducted root cause analysis and implemented proactive solutions.
  • Coordinated with Fraud Investigation, KYC, and AML teams to ensure compliance and timely remediation.
  • Liaised with Relationship Managers, EFT, and Product teams for resolution alignment.

Customer Associate - Escalations

First Source Ltd.
Chennai
06.2014 - 07.2015
  • - Addressed complex customer concerns on credit cards and transitioned to escalation team.

Technical Support Associate

All PC Support
New Delhi
05.2013 - 05.2014
  • - Provided technical assistance and cross-sold software solutions to international clients.

Education

Bachelor of Computer Applications -

Indira Gandhi National Open University
01.2014

High School Diploma -

Spring Dale College
Lucknow
01.2011

Skills

  • - Payment Investigations & Escalation Handling
  • - Client Success Management
  • - SLA Compliance & Risk Mitigation
  • - Dispute Resolution & Complaint Tracking
  • - Team Leadership & Talent Development
  • - Root Cause Analysis & Continuous Improvement
  • - Automation & Workflow Optimization
  • - Regulatory Adherence & Quality Control
  • - CRM Tools Tableau MS Excel Workflow Management Systems

Awards

- Increased revenue per researcher by 10% within a quarter., - Reduced call center shrinkage to below 5% and attrition under 10%., - Led the successful turnaround of a struggling team within 3 months., - Automated multiple processes to reduce error rate and boost productivity.

Custom

Available to join with short notice. Open to relocation or remote roles.

Timeline

Team Leader - Construction Journal Contact Center

Merit Software Services Pvt. Ltd.
01.2022 - Current

Team Leader - Mortgage Audit

Cognizant Technologies
10.2020 - 08.2021

Team Leader - Banking Escalations & Contact Center

Wipro Technologies
10.2018 - 10.2020

Senior Escalation & Complaint Resolution Officer

Standard Chartered Bank
08.2015 - 10.2018

Customer Associate - Escalations

First Source Ltd.
06.2014 - 07.2015

Technical Support Associate

All PC Support
05.2013 - 05.2014

Bachelor of Computer Applications -

Indira Gandhi National Open University

High School Diploma -

Spring Dale College

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SHIVAM SRIVASTAVA