SHREYA KALAGAGGARI
Hyderabad
Summary
Results‑driven financial services professional with 5 years of experience in customer escalation management, collections, and contact center operations. Proven success as the highest level of escalation at Wells Fargo, resolving complex client complaints, ensuring regulatory compliance, and issue resolution through effective written communication. Demonstrated expertise in sales and services of financial products at HSBC, consistently exceeding performance targets while delivering empathetic, conflict‑resolving support in fast‑paced environments. Skilled in 360° collections at Synchrony, managing both inbound and outbound calls, achieving a high settlement rate, and recovering the majority of delinquent funds. Adept in risk assessment, case management, and regulatory oversight, with strong problem‑solving skills to identify root causes and implement customized solutions. Recognized for enhancing customer satisfaction, streamlining processes, and collaborating with stakeholders to drive operational efficiency and compliance excellence.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Escalations Banker
Wells Fargo
Hyderabad
09.2022 - Current
- Managed escalations through emails and formal letters, serving as the highest level of escalation within Wells Fargo to ensure timely and effective resolution of critical customer issues.
- Supported internal and external customers by addressing inquiries and resolving complaints related to financial products and services.
- Conducted investigative steps to identify root causes of issues, determined appropriate courses of action, and processed complex online transactions.
- Handled moderately complex initiatives to resolve client concerns, reviewed complaints for regulatory and non‑regulatory flags, and classified risks accurately in case management systems to ensure compliance with company standards.
- Interacted with diverse stakeholders (internal teams and external customers) to assess raised concerns and determine appropriate resolution strategies.
- Acted as an intermediary between disputing parties, negotiated settlements, and facilitated resolutions that balanced customer satisfaction with organizational compliance.
Customer Service Banker
HSBC
Hyderabad
06.2021 - 09.2022
- Maintained consistently high quality support across all customer interactions, meeting service excellence benchmarks.
- Adapted communication style to suit customers’ varying levels of financial knowledge and experience, ensuring clarity and confidence in decision‑making.
- Collaborated effectively with team members, customers, and partners, contributing to a positive and productive work culture.
- Generated revenue through consultative sales, successfully cross‑selling and upselling financial products aligned with customer needs.
- Achieved and exceeded individual KPIs, balancing sales performance with operational risk control and compliance requirements.
- Delivered empathetic, conflict‑resolving communication, strengthening customer trust and improving satisfaction scores.
- Interpreted and addressed complex enquiries, providing tailored solutions and recommending relevant financial products and services.
Collections Banker
Synchrony
Hyderabad
07.2020 - 01.2021
- Managed 360° collections, handling both inbound and outbound calls to resolve past‑due accounts and recover balances.
- Contacted cardholders with delinquent accounts, negotiated payment plans, and provided financial counseling to bring accounts current.
- Achieved a consistently high settlement rate, recovering the majority of funds owed through effective negotiation and problem‑solving.
- Delivered empathetic and professional communication, building trust with customers while ensuring compliance with company policies and regulatory standards.
- Applied strong problem‑solving skills to identify customer challenges, propose tailored solutions, and secure timely payments.
- Thrived in a fast‑paced environment, meeting daily and monthly performance targets while maintaining quality standards.
- Balanced customer support with business goals, ensuring both customer satisfaction and maximized recovery of outstanding balances.
Education
Diploma - Fraud Management And Anti Money Laundering
Alison
Online01-2025
Bachelor's - Hotel Management
Acharya Nagarjuna University
Hyderabad, India01.2021
Diploma - Tourism And Travel Services Management
IGNOU
Open University09-2020
Skills
- Customer Escalation Management
- Regulatory Compliance Oversight
- Risk Classification & Case Management
- Investigative Problem Solving
- Conflict Resolution
- Customer Satisfaction Enhancement
- Operational Efficiency
- Stakeholder Collaboration
- Risk assessment
- Effective communication
- Financial institution regulations
- Building customized solutions
- Verbal and written communication
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Telugu
Native
Native
Certification
Know Your Customer & Customer Due
Diligence Training
Diligence Training
Affiliations
Volunteered in school painting projects
Accomplishments
Best Idea Award, Q2 2025- Collaborated within the idea generation team to develop innovative solutions that improved operational efficiency and reduced costs. Successfully proposed and implemented a cost‑saving initiative that significantly lowered company expenses while streamlining processes, resulting in substantial time savings for employees.
Timeline
Escalations Banker
Wells Fargo
09.2022 - Current
Customer Service Banker
HSBC
06.2021 - 09.2022
Collections Banker
Synchrony
07.2020 - 01.2021
Diploma - Fraud Management And Anti Money Laundering
Alison
Bachelor's - Hotel Management
Acharya Nagarjuna University
Diploma - Tourism And Travel Services Management
IGNOU