Customer experience executive

SREYA A

Bangalore, India Phone: 963-***-**** Email: ***************@*****.***

PROFESSIONAL SUMMARY

Detail-oriented Banking Operations and Customer Support Professional with 2+ years of experience in

banking operations, AML/KYC compliance, payments, customer service, and retail banking operations.

Experienced in handling inbound customer interactions via calls, emails, and chats while ensuring high

customer satisfaction and SLA compliance. Skilled in transaction monitoring, reconciliation, audit

support, regulatory compliance, issue resolution, and customer relationship management.

PROFESSIONAL EXPERIENCE

HDFC Bank Ltd ? Customer Experience Executive (Sep 2023 ? Oct 2025)

Managed end-to-end payment operations including domestic & international transactions, vendor

payouts, salary disbursement, and loan processing with high accuracy.

Handled inbound customer calls, emails, and queries ensuring quick issue resolution and customer

satisfaction.

Provided Tier 1/Tier 2 customer support by resolving customer concerns and escalating unresolved

cases to internal teams.

Performed AML/KYC verification, due diligence, and transaction monitoring while ensuring compliance

with banking regulations.

Maintained accurate records of customer interactions and operational activities using internal systems

and tools.

Executed cash and non-cash transactions including fund transfers and banking instruments.

Conducted End of Day (EOD) reconciliation and maintained cash position accuracy.

Assisted in audit processes and closed audit observations within timelines.

Collaborated with internal teams to resolve discrepancies and improve operational efficiency.

Ensured adherence to SLA targets, operational procedures, data security policies, and customer

service standards.

Supported customers with banking services, account-related queries, and issue resolution.

Worked effectively in fast-paced environments while maintaining accuracy and quality standards.

Maintained excellent communication with peers, supervisors, and customers.

Demonstrated flexibility to work rotational shifts and handle high-volume customer interactions.

CORE SKILLS

Customer Support, Inbound Calls, Email & Chat Support, SLA Management, AML/KYC, Payments

Operations, Reconciliation, Audit Support, Customer Relationship Management, ServiceNow (Basic),

MS Office Suite, Excel, Power BI (Basic), SQL (Basic), Oracle Flexcube

EDUCATION

Bachelor of Commerce (B.Com), Kannur University

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