Manikanta Tadepalli
Bengaluru
Summary
Results-oriented customer experience leader with a proven track record of driving transformative growth and delivering exceptional customer satisfaction in the FinTech industry. Specializing in leveraging data-driven insights, I create innovative customer journeys that consistently exceed expectations. My expertise in service level management and team leadership allows me to effectively tackle complex challenges and build high-performing teams, resulting in outstanding outcomes. Passionate about fostering long-term customer relationships through exceptional post-sales support and operational excellence.
Overview
7
7
years of professional experience
Work History
Team Lead
MPOWER Financing
04.2023 - Current
- Directed the customer experience strategy across multiple communication channels (phone, email, chat), delivering exceptional service to potential borrowers and applicants, guiding them through the loan process, and addressing issues proactively
- Built the prioritization and workflow for a team of Relationship Managers, including establishing daily and weekly performance targets, resolving conversion obstacles, and monitoring SLAs and KPIs to achieve organizational volume and revenue objectives
- Developed and implemented conversion-focused initiatives, including targeted call and email campaigns, to enhance conversion rates
- Worked closely with tech and product teams, using escalated customer concerns and applicant feedback to drive product enhancements, streamline the loan application process, and significantly improve the overall user experience
- Collaborated with Quality Assurance, Training, and Analytics teams to drive overall team performance and growth
- Supervised operations to ensure consistency across shifts, maintained team accountability, and delivered high-quality support to both customers and internal stakeholders
- Provided coaching and mentorship to team members, fostering a culture of continuous learning and development, and supporting their long-term professional and personal growth.
Senior Relationship Manager
MPOWER Financing
04.2022 - 04.2023
- Driven portfolio growth and excellence in student loan customer relationships, consistently exceeding targets for satisfaction, retention, and revenue growth through strategic management and personalized support
- Successfully resolved complex customer escalations by providing in-depth process knowledge and implementing effective solutions
- Served as a subject matter expert, providing guidance and support to the team on complex process-related queries
- Contributed to process optimization by identifying bottlenecks and implementing enhancements, leading to increased efficiency.
Relationship Manager
MPOWER Financing
04.2021 - 04.2022
- Maintained strong relationships with the existing customer base and ensured the highest quality of service; understood customers' needs at various stages of the customer journey through an MPOWER loan and supported re-engagement initiatives even after the loan was closed
- Collaborated with marketing and business development to nurture new relationships with leads and/or potential customers, as well as with the Credit, Servicing, and Funding teams to ensure a smooth flow of customer operations and experience
- Proactively identified the right opportunities for customers and guided them through the appropriate products and services - taking into account their long-term aspirations and goals
- Owned the customer experience by delivering superior service through multiple channels (phone, email, chat, etc.) to both responsively and proactively connect with potential borrowers and applicants, helping them navigate the loan process or troubleshoot issues.
Renewal Specialist
BYJU'S
08.2019 - 03.2021
- Worked on improving the quality of the product and developing new ideas to overcome the decline in user numbers
- Enhanced the product quality and made it more engaging for users
- Was an integral part of students' learning journey with BYJU'S
- Regularly interacted with users to ensure they had a seamless and effective learning experience
- Took ownership of customer issues and followed problems through to resolution
- Maintained 100% system compliance by monitoring and tracking the various TATs and SLAs defined at each customer interaction point.
Business Development Associate
BYJU'S
11.2018 - 08.2019
- Driven the Sales with a focus on achieving predefined sales targets and growth across the region
- Forecasted and planned monthly and quarterly sales targets, executing them within the given time frame
- Generated leads by identifying prospective clients
- Analyzed the latest marketing trends, tracked competitors' activities, and provided valuable inputs for fine-tuning sales and marketing strategies, thus initiating market development efforts
- Managed activities related to negotiation and finalization of deals for smooth execution of sales and order processing
- Managed customer-centric operations, ensuring customer satisfaction by meeting delivery timelines and service quality norms, and gave presentations and demonstrations to customers.
Relationship Officer
Kotak Mahindra Bank
11.2017 - 11.2018
- Handled the portfolio of HNI Customers and acted as a Personal Banker
- Cross-sold all Third Party Products in addition to Liability and Asset products
- Gained excellent knowledge in customer interaction and relationship management, devising and executing strategies to bring in profit for the company
- Acted as the SPOC between clients and the bank
- Adhered to strict compliance and audit standards
- Acquired and developed long-term relationships with High Net Worth Individuals
- Designed financial portfolios according to customer requirements
- Prepared reports for sales campaigns, interpreted them for managers, and suggested measures to improve the effectiveness of sales campaigns
- Handled day-to-day branch activities and Siebel requests.
Education
Post Graduate Diploma In Relationship Banking - Banking and Financial Support Services
Manipal Academy of Higher Education
11.2017
Bachelor's degree Mechanical Engineering -
Saveetha School of Engineering
11.2016
Skills
- Service Levels
- Analytical Skills
- FinTech
- Customer Success
- Escalations Management
- Operations
- Mitigation Strategies
- Team Management
- Attention to Detail
- Customer Support
- Post-Sales
- Escalation Process
- Project Management
- Product Development
Languages
English
Hindi
Tamil
Telugu
Timeline
Team Lead
MPOWER Financing
04.2023 - Current
Senior Relationship Manager
MPOWER Financing
04.2022 - 04.2023
Relationship Manager
MPOWER Financing
04.2021 - 04.2022
Renewal Specialist
BYJU'S
08.2019 - 03.2021
Business Development Associate
BYJU'S
11.2018 - 08.2019
Relationship Officer
Kotak Mahindra Bank
11.2017 - 11.2018
Post Graduate Diploma In Relationship Banking - Banking and Financial Support Services
Manipal Academy of Higher Education
Bachelor's degree Mechanical Engineering -
Saveetha School of Engineering