Sridhar Krishnamoorthy
Assistant Manager at Citibank
- Role
- Senior Executive at Citi India
- Location
- Chennai, TN, IN
- LinkedIn followers
- 500 followers
About Sridhar Krishnamoorthy
Experienced Customer Service Leader with nearly 10 years in Customer Relationship Management and Service Operations within the banking and financial services industry. Skilled in driving customer engagement, optimizing service quality, and promoting product value through strategic initiatives.Identified upselling and cross-selling opportunities by analyzing customer behavior and usage trends, leading to a consistent team lead generation rate of 85% on all qualified calls.Partnered with cross-functional teams—including Sales, Branch Operations, Internal Ombudsman, Collections, Subject Matter Experts, and Product teams—to ensure timely resolution of customer issues within defined turnaround times (TAT).Conducted daily quality audits to monitor First-Time Resolution (FTR) and Non-First-Time Resolution (NFTR) cases, maintaining an average FTR rate of 85% while limiting NFTR cases to under 10%.Maintained strong customer satisfaction, achieving Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) ratings consistently above 60% quarter-over-quarter.Assessed agent performance through call quality evaluations based on predefined metrics, providing actionable feedback for improvement.Designed and facilitated training sessions for new hires and existing staff to ensure alignment with ongoing product updates and service standards.
Experience
Senior Executive
Oct 2017 — Present · Chennai, IN
Education
Bharathiar University
Master's degree, Business/Commerce, General
2013 — 2015
Symbiosis Centre for Distance Learning
Postgraduate Diploma in Business Administration, Finance
Bharathiar University
Bachelor of Commerce - BCom, Business/Commerce, General
2010 — 2013
Skills
- Microsoft Word
- Microsoft Office
- English
- Management
- Leadership
- Analysis
- Process Improvement
- Powerpoint
- Microsoft Excel
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