Open to opportunities

Arya Suresh

@aryasuresh

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Senior customer service professional specializing in banking escalations and retention.

India

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What I'm looking for

I seek a customer-focused role in banking or BPO where I can lead escalations, improve CSAT, ensure SLA compliance, and drive process improvements.

I am a results-driven senior customer service professional with over eight years' experience across banking and BPO environments, combining strong escalation handling, complaint resolution, and multichannel support skills.

At HDFC Bank I served as Deputy Manager (Feb 2021–Jan 2025), resolving 90%+ issues at first contact, improving customer satisfaction by 15–20%, managing escalations within SLA timelines, and conducting root-cause analysis to inform internal teams.

Previously, I worked at Sutherland Global Services (Apr 2016–May 2020) delivering voice, chat, and email support—handling 80+ interactions daily—maintaining high CSAT, troubleshooting technical issues, and using CRM and ticketing tools such as Sprinklr, Talisma, Zendesk, and Bliss.

Experience

Work history, roles, and key accomplishments

Deputy Manager

HDFC Bank

Feb 2021 - Jan 2025 (3 years 11 months)

Managed daily customer interactions and escalations for retail banking, resolving 90%+ issues at first contact and improving customer satisfaction by 15–20% while ensuring SLA and regulatory compliance.

Customer Escalation Complaint Resolution SLA Root Cause Analysis Customer Retention CRM Data Security Multichannel Support

Associate, Customer Support

Sutherland Global Services

Apr 2016 - May 2020 (4 years 1 month)

Delivered high-volume voice, chat, and email support, handling 80+ interactions daily and maintaining high CSAT by troubleshooting service issues and adhering to quality KPIs and SLAs.