Rashmi Yellappa
Bangalore
Summary
Dynamic Senior Relationship Manager with a proven track record at MPOWER Financing, enhancing client retention and driving revenue growth. Expert in Salesforce and client onboarding, I successfully mentored teams, achieving a 95% CSAT score while boosting conversion rates. Skilled in cross-selling strategies, I thrive in delivering exceptional client experiences.
Overview
12
12
years of professional experience
Work History
Senior Relationship Manager
MPOWER Financing
06.2021 - Current
- Cultivated and maintained relationships with over 2000+ international students and assisted them in securing education loans, resulting in a 5% increase in annual revenue
- Engaging with global business partners daily to drive Top-of-Funnel (ToFu) growth by efficiently closing leads within a 24-hour turnaround time
- Owning the customer experience by delivering superior service through multiple channels (phone, email, chat, etc.) and consistently achieved a 95% CSAT score throughout my tenure
- Developed and executed strategies that boosted the conversion rate from 60% to 72%
- Enhanced team performance by mentoring junior relationship managers on best practices in client service, sales techniques, and product knowledge which reduced the training period by 20%
Asst. Manager - CRM
Sodexo SVC India Pvt. Ltd.
09.2018 - 05.2019
- Intensively involved in retention and account renewals of SMB clients (600+ business accounts) and maintained a retention rate of 97% and more, by collaborating with multiple teams (accounts, tech, marketing, support teams)
- Communicated value propositions to key stakeholders and C-level executives, ensuring alignment on success outcomes.
- Successfully implemented cross-selling and upselling strategies, increasing the number of gift card clients from 25 to 80 within four months, contributing to the net ARR.
- Provided product and implementation training to clients and onboarded them during the transition phase, which reduced the queries by 30%
Customer Relationship Manager
Home First Finance Company
01.2016 - 06.2018
- Managed and retained the customer base of assigned portfolio (net worth INR 1000+ cr)
- Played an integral part in loan disbursement and documentation (legal and technical checks) which increased the loan disbursement for the assigned portfolio by 30% in 1 year
- Managed escalation control and post sales services, successfully resolving over 20 customer issues per day which aided in improving the customer satisfaction scores to 95%
Script Writer
Prime Focus Technologies
09.2013 - 06.2014
- Delivered high quality content for 5 television shows adhering to the character limits and also conducted quality checks of developed content of 150 shows contributing to a 98% improvement in the content accuracy and consistency
Education
MBA - Marketing
PES University
07.2016
Bachelors of Engineering - Computer Science
BTL Institute of Technology
07.2013
Skills
- IBM SPSS software
- Salesforce
- Gainsight
- Zendesk
- HubSpot
- MS Excel, Powerpoint, MS Office
- Account Renewals
- Client onboarding and engagement
- Team training
- C-Level Stakeholder Communication
- Cross-selling and upselling strategies
- Client retention
Websites
Languages
- Tamil, Intermediate
- Kannada, Native
- Telugu, Fluent
- Hindi, Fluent
Timeline
Senior Relationship Manager
MPOWER Financing
06.2021 - Current
Asst. Manager - CRM
Sodexo SVC India Pvt. Ltd.
09.2018 - 05.2019
Customer Relationship Manager
Home First Finance Company
01.2016 - 06.2018
Script Writer
Prime Focus Technologies
09.2013 - 06.2014
MBA - Marketing
PES University
Bachelors of Engineering - Computer Science
BTL Institute of Technology
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