SHREEYA GANGULY
Head - Customer Experience
Ahmedabad
Summary
Experienced Assistant Vice President and Salesforce Ranger with over 12 years of leading front-line customer success teams, delivering exceptional customer experiences, and driving business development. Skilled in enhancing customer experiences, driving business growth through effective collaboration, proactive issue resolution, and leading dynamic teams. Background in Customer Success and proficiency in SaaS platforms like Salesforce. Dedicated to contributing to the success and growth of Salesforce's most prominent and high-profile customers.
Overview
12
12
years of professional experience
2014
2014
years of post-secondary education
5
5
Certifications
Work History
Head – Customer Relations
Welspun Transformation Services Limited
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
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%.
- Led cross-functional teams to deliver successful projects on time and within budget, enhancing company reputation in the industry.
- Fostered strong relationships with key clients, leading to repeat business and a significant increase in customer satisfaction ratings.
Customer Engagement Manager (Manager)
Housing Development Finance Corporation Limited
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.
- Collaborated with cross-functional teams to develop new initiatives for enhancing customer experience and driving business growth.
- Successfully spearheaded influential and high-impact executive-level discussions, driving a 15% increase in promoter rate across the Eastern and Western regions of India.
Loan Disbursement Manager (Assistant Manager)
Kotak Mahindra Prime Limited
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
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
Skills
Customer-Centric Leadership
Executive-Level Communication
Team Management
Cross-Functional Collaboration
NPS & CSAT Optimization
Risk Management & Problem Solving
Customer Retention & Expansion
CRM & SaaS Expertise
Industry Knowledge
Data-Driven Decision Making
Certification
Salesforce AI Associate, 2025
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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