Srividya Vanala
Hyderabad
Summary
Customer-focused and performance-driven Customer Service & Operations Leader with 12+ years of experience in banking managing high-performing voice, email, and escalation teams across FASTag, credit card, and loan portfolios.
Proven expertise in workforce management (WFM), SLA tracking, customer satisfaction, and CRM system implementation.
Strong track record of improving CSAT, reducing AHT/TAT, optimizing manpower, and ensuring regulatory compliance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Team Manager
IDFC First Bank
11.2023 - 04.2024
- Led a 28-member email support team handling FASTag-related queries and disputes.
- Ensured 95%+ SLA adherence, reducing email backlogs by 20%.
- Conducted WFM forecasting, capacity planning, and real-time queue management.
- Improved FCR by 18% and CSAT by 15% through SOPs, escalation handling, and QA feedback loops.
- Developed WFM dashboards to monitor email volumes, agent productivity, shift adherence, and shrinkage.
- Mentored agents through 1:1s, coaching, and performance reviews, increasing quality scores by 25%.
Customer Solutions Manager
Synchrony Financial
09.2016 - 08.2023
- Managed voice/email support for credit card services, with a focus on SLA, AHT, CSAT, and FCR targets.
- Owned WFM and shift planning across multiple time zones and business peaks.
- Resolved 90%+ escalations within minimal turnaround, aligned with compliance and regulatory protocols.
- Created agent coaching frameworks and quality improvement initiatives, reducing repeat contacts by 20%.
- Presented Weekly Business Reviews (WBRs) with operational insights into senior leadership.
Team Lead
HDFC Bank
11.2014 - 08.2016
- Led a 32-member team handling inbound/outbound banking support and service quality tracking.
- Monitored key metrics like base availability, conversion rates, call audits, and shrinkage patterns.
- Liaised with lead aggregators and internal teams to drive customer satisfaction and reduce escalations.
- Oversaw regulatory adherence through call monitoring and customer interaction audits.
Team Lead
ICICI Bank Ltd
04.2011 - 08.2014
- Managed personal loans, credit cards, and home loan portfolios across 35-member team.
- Conducted training sessions on customer service techniques and compliance standards.
- Created a performance-focused team culture, improving productivity and customer retention.
- Delivered audit, branch operations, and dispute resolution support in line with banking regulations.
Education
Post Graduate Diploma - Business Administration
Aurora’s Business School
01.2011
Bachelor of Science - Biotechnology, Microbiology, Chemistry
Osmania University
01.2009
Skills
- Operational Excellence: SLA Tracking & Compliance, AHT & TAT Optimization, First Contact Resolution (FCR)
- Customer Experience: Customer Satisfaction (CSAT) & NPS, Escalation & Complaint Handling, Conflict Resolution
- Workforce Management: Capacity Planning & Forecasting, Workforce Management (WFM), Performance Monitoring
- Leadership & Development: Team Leadership & Staff Development, Coaching, Stakeholder Engagement
- Quality & Process: Quality Assurance (QA) Frameworks, Process Improvement, Reporting & Dashboard Management
- Tools & Technologies: CRM & Ticketing Tools: NICE IEX, Verint, Genesys,
Accomplishments
- Achieved 100% GPTW Manager Score for 5 consecutive years at Synchrony
- Recognized as Synchrony Star for AHT and SLA excellence
- Best CASA Performer in South Region – ICICI Bank
- Zero Error Award – Synchrony Financial
Certification
- NICE IEX, Verint, Genesys, ServiceNow
- Email Automation Tools & CRM Platforms
- JIRA – Project Management
- AML / KYC / Banking Compliance Awareness
Timeline
Team Manager
IDFC First Bank
11.2023 - 04.2024
Customer Solutions Manager
Synchrony Financial
09.2016 - 08.2023
Team Lead
HDFC Bank
11.2014 - 08.2016
Team Lead
ICICI Bank Ltd
04.2011 - 08.2014
Bachelor of Science - Biotechnology, Microbiology, Chemistry
Osmania University
Post Graduate Diploma - Business Administration
Aurora’s Business School
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