Shreekanth Dhond

[ Save - Employee Flexi Benefit Card | Edge | Propel - Rewards & Loyalty Platform | EMS | Zoyer - Vendor Payments Platform | Petty Cash | BROME - Branch Recurring Operating Monthly Expenses | BBPS | Utility payments | Credit Card | Commercial Card | Purchase Card | Forex Card | Multi-Wallet Card | Pre-Paid Card | ZatiX Platform | Fleet Management | Personal Loans | Tax Spanner | Fixed Deposits ] 🌟Key Responsibilities & Achievements:🌟 ✔️ Orchestrated enterprise-wide CX transformation by modernizing omnichannel support (chat, voice, email, in-app), resulting in >46% operational efficiency improvement and FCR uplift. ✔️ Implemented AI-enabled onboarding and service automation across digital platforms, enhancing user experience for 3.2M+ customers and 3,400+ enterprise accounts. ✔️ Revamped legacy customer journeys across credit card, commercial, and prepaid lifecycle management, reducing TAT by 50% and enhancing SLA compliance. ✔️ Championed VOC-driven CX strategy, embedding NPS and real-time CSAT feedback into closed-loop systems that improved satisfaction scores by 24% YoY. ✔️ Delivered actionable CX analytics to product and strategy teams, influencing churn reduction, product optimization, and customer retention across Zoyer and Spends platforms. ✔️ Recognized as Freshworks CX Maestro 2024, 🏆 honored for transforming multi-wallet service delivery with customer-centric automation frameworks. ✔️ Led cross-functional governance across customer lifecycle operations, SLA tracking, and regulatory compliance (RBI, AML, KYC), driving long-term retention and operational rigor. ✔️ Reduced complaint ratio by 28% and sustained CSAT above 86% by driving agile resolution models and proactive support enhancements. ✔️ Enabled a 35% boost in customer satisfaction through strategic journey mapping, workflow simplification, and real-time escalation management.

[ EdTech Digital Lending's Operations | Grievance Redressal | Digital Collections | P2P | Digital Payments Cards | Numberless Card | Bank's Partnerships | PPI Partnerships | Vendor Partnerships | Institute and User On-boarding's | User Experience Journey | KYC | Last Mile Deliveries | NCMC | Forex | Network-Merchants | EMS | Vendor Payments Platform | Credit Cards ] 🌟Key Responsibilities & Achievements:🌟 ✔️ Led AI-driven CX Automation Initiatives, streamlining workflows and escalation paths, resulting in a 35% TAT reduction and a 30% improvement in First Contact Resolution (FCR). ✔️ Built a future-ready payments infrastructure for prepaid card ecosystems by managing API-led integrations, enhancing security, and ensuring seamless partner bank operations. ✔️ Enabled 35%+ uplift in recovery rates by digitizing collections workflows across 50K+ loan accounts, integrating UPI channels, auto-reminders, and targeted borrower segmentation. ✔️ Spearheaded grievance redressal compliance under RBI and financial regulations, instilling cross-functional accountability and boosting stakeholder confidence. ✔️ Unified Product, Tech, Compliance & Legal teams under a shared CX vision, cutting operational costs by 40% while delivering SLA-compliant service at scale.

[ Digital Payments Operations | Customer Experience Unit ] 🌟Key Responsibilities & Achievements:🌟 ✔️ Led cross-functional orchestration across Product, Technology, and Compliance teams to streamline onboarding, enhance service consistency, and embed regulatory compliance into the CX lifecycle. ✔️ Pioneered digital CX transformation, deploying API-first onboarding frameworks and SOP automation, resulting in a 3x scale-up in service delivery and 50% faster turnaround time. ✔️ Automated high-impact service functions using RPA tools, freeing bandwidth for high-value tasks while improving engagement KPIs across digital banking and SaaS environments.

[ Neo Banking | Trade Finance, Expense Management | Cards Program & complete White Label financial solutions for Large Clients | MSME & for SME including the unbanked & underbanked masses for African & Indian Region ] 🌟Key Responsibilities & Achievements:🌟 ✔️ Driving CX transformation & operational excellence across FinTech, Neo Banking & Digital Payments in India & Africa. ✔️ Built customer-first operating models for startups & enterprises, embedding compliance, governance & scalability. ✔️ Partnered with Visa, RuPay, Mastercard & global vendors to deliver seamless card programs & digital solutions. ✔️ Passionate about turning CX into a growth engine through strategy, process re-engineering & digital adoption.

[ SME Corporate Cards | Spend Management & Utilities and Payables Platform ] 🌟Key Responsibilities & Achievements:🌟 ✔️ Spearheaded CX excellence across payables and utility operations, using data-backed insights, SLA governance, and cost controls to enhance service delivery and customer satisfaction. ✔️ Transformed onboarding and KYC operations, accelerating customer activation timelines while ensuring 100% adherence to RBI, AML, and compliance mandates. ✔️ Revamped end-to-end workflows in spend management and B2B payments, increasing STP (Straight Through Processing) rates and enabling real-time accounts payable automation. ✔️ Deployed Lean Six Sigma methodologies to redesign workflows, resulting in a 27% drop in SLA breaches and reducing error rates from 9% to 2% within just 90 days.

Zaggle is a Digital Payments FinTech One of the Founding Pillar and part of the Leadership Team. [ Digital Payments Cards | Expense Management | Multi-Wallet Programs across major leading banks and all payment networks | Open loop | Closed loop financial instruments | POS | Rewards & Recognitions Loyalty Platforms | GCLP ( Gift cards and Loyalty Platform ) | Cash Back & Group Dining's Concierge Experiences ] 🌟Key Responsibilities & Achievements:🌟 ✔️ Led digital card program operations across multi-wallet, expense, and reward platforms, delivering seamless CX across B2B and B2C channels while maintaining PCIDSS, AML, and KYC compliance. ✔️ Optimized merchant lifecycle management, streamlining POS deployment, terminal provisioning, and settlement operations to enable real-time payment experiences. ✔️ Drove national logistics execution, managing 500K+ card shipments across India with high accuracy in last-mile tracking and SLA-aligned reconciliation. ✔️ Managed 30+ vendors across logistics, personalization, and card supply, achieving 22% YoY cost savings through performance benchmarking, contract renegotiation, and strategic sourcing. ✔️ Strengthened partner governance and audit readiness, building robust ecosystems with issuers, processors, and bureaus to enhance service delivery, contact center responsiveness, and operational resilience.

🌟Key Responsibilities & Achievements:🌟 ✔️ Built and Led end-to-end prepaid bank card operations, multi-wallet card programs, expense management, SaaS platforms, rewards & recognition programs, POS deployments, and group dining concierge experiences across PAN India for B2B and B2C clients and last-mile delivery ✔️ Led 80+ Ops & support personnel, achieving SLA compliance and delivering seamless customer journeys ✔️ Championed quality and process improvements at the contact center, leveraging customer feedback and operational data to enhance service efficiency and resolution effectiveness—consistently achieving performance levels between 85% and 90% ✔️ Oversaw the operational supply chain, onboarding, POS deployment, KYC compliance, commission recovery, fulfillment, retention and termination processes for corporate and merchant relationships to ensure frictionless transaction experiences with nil revenue loss. Identified improvement areas, RCA, implementing measures to maximize quality, minimize risks ✔️ Managed 30+ strong vendor relationships ensuring SLA and compliance adherence across contracts, pricing negotiations, logistics, card personalization bureaus, collateral printing, inventory, tech partners, and stationery/PIN mailer suppliers—delivering over 22% YoY cost savings through strategic sourcing and performance optimization ✔️ Built and maintained a robust vendor ecosystem through structured governance, conducting monthly reviews to ensure adherence to SLAs and regulatory requirements leading to 35% cost efficiencies and ensured PCIDSS compliance ✔️ Ensured data management and compliance with KYC, AML, and RBI guidelines as per PCIDSS ✔️ Designed and refined operational processes and SOPs aligned with Six Sigma standards, ensuring optimal turnaround time, accuracy, security and quality across all customer touchpoints ✔️ Supervised settlements, interchange, and chargeback processes on prepaid and digital payment instruments

[ Secured and Unsecured Lending Products ( BL, PL, STPL, HL, LAP ) / Retail Assets & Credit Cards ] 🌟Key Responsibilities & Achievements:🌟 ✔️ Led regulatory and executive-level grievance redressal across credit card, personal loan, LAP, and home loan portfolios, achieving reduced TAT and enhanced CX metrics through empathetic issue resolution. ✔️ Championed cross-functional collaboration with collections, fraud control, credit, and legal teams, embedding Root Cause Analysis (RCA) and ISO 10002:2004-aligned practices to uplift service delivery standards. ✔️ Managed high-stakes communication workflows, including audit documentation, refunds, document fulfillment, and escalated correspondence, ensuring compliance, risk control, and customer retention. ✔️ Led quality and process improvement initiatives through thorough Root Cause Analysis (RCA) to enhance customer experience and operational efficiency between 85% to 90%

[ Secured and Unsecured Lending Products ( BL, PL, STPL, HL, LAP ) / Retail Assets & Credit Cards ] 🌟Key Responsibilities & Achievements:🌟 ✔️ Drove service quality & complaint resolution across secured & unsecured lending (BL, PL, STPL, HL, LAP, retail assets, credit cards). ✔️ Managed daily banking operations for loan products & credit facilities, ensuring accuracy, compliance & timely servicing. ✔️ Designed & executed customer acquisition and retention programs, aligning with growth objectives. ✔️ Strengthened cost control, compliance & audit readiness across branch operations. ✔️ Streamlined customer lifecycle touchpoints (welcome/service calls, NDC/PDC dispatch, refunds, credit opinions, confidential reports, property document returns) to boost efficiency & customer trust.

[ Credit Cards | Unsecured Lending | Retail Liabilities | Wealth Management & Insurance Products ] 🌟Key Responsibilities & Achievements:🌟 🔹Held multiple critical roles including Phone Banking Executive, Backup Supervisor, Team Trainer, Subject Matter Expert (SME), Service Quality Officer/Coach/Analyst, and Product & Process Trainer. ✔️ Led the Command Centre and executed 7,000+ test cases during Citibank’s national ECLIPSE tech migration, enabling a smooth credit card platform transition to global banking systems. ✔️ Drove CX transformation through SOP creation and contact center training, upskilling 500+ agents and support teams across India to align with quality, compliance, and customer-first delivery. ✔️ Championed service quality across voice operations, launching audits, feedback loops, and process adherence protocols to improve FCR, CSAT, and regulatory compliance. ✔️ Played multiple leadership roles including SME, quality coach, and trainer, empowering teams across wealth, retail lending, and insurance with SOP-aligned operational excellence. ✔️ Improved escalation management and service recovery through contact center performance optimization, RCA-led interventions, and agent coaching frameworks. ✔️ Won 10+ 🏆Performance Awards including BRAVO, Rockstar & GCB Quality Awards ✔️ Delivered end-to-end Customer Service Management across credit cards, unsecured lending, retail liabilities, wealth management, and insurance products with a strong customer-first approach. ✔️ Developed multiple process maps and SOPs adhering to Six Sigma standards, enhancing operational efficiency and quality. ✔️ Promoted channel migration products and automation initiatives, achieving cost optimization while enhancing customer experience and business excellence. ✔️ Monitored and improved Service Quality metrics (92% CSLM scores), customer retention, and fraud incident detection with prompt corrective actions.

G.N. Khalsa College, Mumbai