SHREEYA GANGULY
Ahmedabad
Summary
Dynamic Customer Experience Leader and Salesforce Certified Administrator with over 12 years of expertise in elevating customer satisfaction, overseeing large-scale call center operations, and executing customer retention strategies. Accomplished in implementing SaaS platforms such as Salesforce and Talisma, recognized for enhancing operational efficiency and customer engagement. Demonstrated capability to lead teams, cultivate positive work environments, and achieve significant results across sectors including housing finance, banking, and corporate services.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Head – Customer Relations
Welspun Transformation Services Limited
Ahmedabad
10.2024 - 02.2025
- Oversaw customer relations and PMO strategy, driving operational efficiency and alignment with organizational goals.
- Played a critical role in cross-functional projects that enhanced customer-centric solutions.
State Head – Customer Service & Retention (Assistant Vice President)
Shriram Housing Finance Limited
Ahmedabad
09.2023 - 08.2024
- Led a 50-member call center team, managing customer service operations, escalations, and retention strategies across Gujarat.
- Achieved an 18% improvement in customer retention through innovative solutions and enhanced service delivery.
- Designed and deployed the Talisma CRM platform, earning accolades from Shriram Housing Finance for operational excellence.
- Streamlined processes, reducing inefficiencies by 25% and improving first-contact resolution rates by 10%.
Customer Engagement Manager (Manager)
Housing Development Finance Corporation Limited
Ahmedabad
08.2016 - 08.2023
- Directed a 150-member call center team, ensuring exceptional customer service and handling escalations nationwide.
- Spearheaded the customization and successful integration of Salesforce CRM, elevating customer satisfaction and operational efficiency.
- Developed strategies that boosted customer loyalty metrics by 15% and optimized complaint resolution processes.
Loan Disbursement Manager (Assistant Manager)
Kotak Mahindra Prime Limited
Ahmedabad
04.2015 - 07.2016
- Managed pre- and post-disbursement operations for retail asset loans, ensuring compliance and streamlined workflows.
- Conducted quality checks on loan files and ensured adherence to TAT benchmarks, enhancing customer satisfaction.
Account Opening Officer (Senior Officer)
ICICI Bank Limited
Ahmedabad
11.2012 - 03.2015
- Coordinated account opening operations, introducing process digitalization through Tab Banking, reducing activation time to 2 hours.
- Facilitated the implementation of the Cheque Truncation System (CTS), ensuring seamless and secure transactions.
Education
Post Graduate - Banking And Administration
NIIT
04.2013
Skills
- Customer Lifecycle Management
- Call Center Leadership & Operations
- SaaS Platform Design & Implementation
- Strategic Leadership & Retention Strategies
- Process Optimization & RCA
- Data Analytics for Decision Making
- Compliance Management & Regulatory Expertise
- Team Building & Employee Engagement
- Customer relationship management
- Customer service
Certification
- Salesforce AI Associate, 2025
- Salesforce Certified Administrator, 2025
- Salesforce Marketing Associate, 2025
- Certified Lean Six Sigma White Belt, 2022
- Certified Lean Six Sigma Yellow Belt, 2023
Accomplishments
- Successfully retained 18% of key customers through strategic retention programs.
- Led the integration of Salesforce CRM at HDFC Ltd., enhancing customer engagement.
- Directed the implementation of Talisma CRM at Shriram Housing Finance, boosting operational efficiency.
- Managed large call center teams—50 agents at Shriram and 150 agents at HDFC—delivering exceptional service outcomes.
- Reduced operational inefficiencies by 25% and improved resolution rates by 10% through process optimization.
- Fostered a 90% employee satisfaction rate, reducing turnover by 10%.
- Utilized data-driven insights to increase overall support efficiency by 15%.
Timeline
Head – Customer Relations
Welspun Transformation Services Limited
10.2024 - 02.2025
State Head – Customer Service & Retention (Assistant Vice President)
Shriram Housing Finance Limited
09.2023 - 08.2024
Customer Engagement Manager (Manager)
Housing Development Finance Corporation Limited
08.2016 - 08.2023
Loan Disbursement Manager (Assistant Manager)
Kotak Mahindra Prime Limited
04.2015 - 07.2016
Account Opening Officer (Senior Officer)
ICICI Bank Limited
11.2012 - 03.2015
Post Graduate - Banking And Administration
NIIT
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