Sri Vidhya I
Assistant Manager
Bengaluru,KA
Summary
Escalation & Risk Operations professional with 13+ years of experience in customer experience management, fraud prevention, executive escalations, and contact center operations. Proven expertise in managing high-severity escalations, refund abuse prevention, operational governance, and customer risk investigations while driving improvements in CSAT, NPS, SLA adherence, and operational efficiency. Strong background in Root Cause Analysis (RCA), fraud operations, stakeholder management, workforce planning, escalation governance, and cross-functional leadership with experience aligned to Senior Manager-level responsibilities.
Overview
13
13
years of professional experience
Work History
Manager – Customer Experience & Strategy
Swiggy Pvt. Ltd.
05.2021 - 03.2024
- Led end-to-end escalation and customer experience operations across inbound, outbound, chat, grievance desk, social media, and CEO escalation channels.
- Managed operational governance, workforce planning, vendor management, and SLA performance.
- Partnered with cross-functional teams to improve customer experience and operational efficiency.
- Drove process optimization initiatives to reduce resolution time and improve complaint closure efficiency.
- Key Achievements
- Achieved 92% CSAT and 75% NPS scores.
- Maintained 24-hour complaint closure TAT.
- Reduced partner denial rates to 0.05%.
- Achieved CPO target of 3.5% through workforce optimization.
- Recognized as “Fire Fighter” and received MVP recognition.
Assistant Manager – Customer Experience & Risk Operations
Swiggy Pvt. Ltd.
05.2018 - 03.2021
- Managed social media support operations and executive escalations.
- Led fraud prevention initiatives focused on refund abuse and high-risk customer behavior.
- Developed SOPs and governance frameworks for escalation handling.
- Conducted quality audits and mentored Risk Managers on RCA and stakeholder management.
- Key Achievements
- Achieved 90% SLA adherence and reduced resolution time by 30%.
- Reduced repeat refund abuse by 20%.
- Improved First Time Resolution (FTR) and reduced queue wait times.
- Enhanced RCA accuracy and escalation governance processes.
Process Leader
Firstsource Solutions Ltd.
04.2013 - 02.2018
- Managed executive escalations, payment defaulter cases, and claim abuse investigations.
- Conducted RCA and supported operational excellence initiatives.
- Collaborated with cross-functional teams to strengthen fraud detection and risk management processes.
- Improved workflows, reporting systems, and escalation handling processes.
- Key Achievements
- Improved escalation management efficiency and RCA accuracy.
- Strengthened fraud prevention and governance processes.
- Supported operational performance improvement initiatives.
Customer Support Associate – Admiral Group Limited (UK Insurance Process)
Firstsource Solutions Ltd.
05.2011 - 01.2013
- Managed customer support and billing operations for UK-based insurance customers.
- Delivered customer service support while maintaining compliance with process and quality standards.
- Promoted as Subject Matter Expert (SME) based on strong domain knowledge and performance excellence.
Education
Bachelor of Business Administration -
Skills
Escalation Management
Risk Operations
Fraud Prevention
Customer Experience Operations
Executive Escalations
RCA
SLA & KPI Management
Operational Excellence
Process Improvement
Contact Center Operations
Workforce Planning
SOP Governance
Stakeholder Management
Team Leadership
Data Analysis
Accomplishments
- “Fire Fighter” Award for Critical Situation Handling
- MVP (Most Valuable Player) Recognition
- Multiple Monthly & Annual Performance Awards
- Achieved 92% CSAT and 75% NPS
- Reduced Repeat Refund Abuse by 20%
- Achieved 0.05% Partner Denial Rate
Timeline
Manager – Customer Experience & Strategy
Swiggy Pvt. Ltd.
05.2021 - 03.2024
Assistant Manager – Customer Experience & Risk Operations
Swiggy Pvt. Ltd.
05.2018 - 03.2021
Process Leader
Firstsource Solutions Ltd.
04.2013 - 02.2018
Customer Support Associate – Admiral Group Limited (UK Insurance Process)
Firstsource Solutions Ltd.
05.2011 - 01.2013