TANUSHREE SANATAN MANDAL
Customer Success Manager - SMB
Navi Mumbai
Summary
Dedicated Banking and Fintech professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
15
15
years of professional experience
4
4
Language
Work History
Customer Success Manager - SMB - SEA
PayPal
05.2023 - Current
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Outreached Merchants to build relationships and managed their account and helped with friction resolution, such as limitations, holds, chargebacks, etc.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Engaged stakeholders and built strong partnerships with internal teams such as Risk and Compliance teams to facilitate merchant transactions.
- Assisted merchants by getting better pricing, reduced reserves and increased RA.
- Identified and engaged with merchants for cross selling and upgrading better PayPal products.
- Engaged with Churned merchants to understand the reason for churn and retain them back.
- Leveraged salesforce to prepare various dashboards & reports to track teams day to day activities for increased productivity.
- Engaged with unmanaged merchants for resolving restrictions on their account.
Customer Success Manager - SMB - NA
PayPal
06.2022 - 04.2023
- Enhanced customer satisfaction by proactively addressing concerns with regards to restrictions on the account.
- Utilized various tools like Admin, Salesforce, Pet for resolving restrictions.
- Generated reports and communicated results to manager to provide insights.
Manager - Segment Service Partner - Unsecured Business
IndusInd Bank Ltd.
5 2021 - 3 2022
- Responsible for Client experience enhancement for Personal Loans.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Analyzed service reports to identify areas of improvement.
Assistant Manager Grade C9
Citibank N.A. Collections
01.2020 - 01.2021
- Responsible for managing Tele collections agency for Mortgage collections.
- Streamlined collections procedures for increased productivity and reduced manual efforts.
- Coordinated legal actions when necessary, working closely with attorneys to ensure proper documentation and representation.
- Set up and updated customer accounts and CRM with interactions, payments and personal information.
- Enhanced team performance through regular training, coaching, and feedback sessions.
Assistant Manager Grade C9
Citibank N.A. Sales & Distribution
10.2015 - 07.2020
- Responsible for Credit Card and Personal loan acquisition through tele calling.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly.
- Mentored new hires on best practices in sales techniques, leading to improved overall team performance.
- Actively engaged with aggregators like bank Bank Bazaar and My loan care for quality leads.
Sr. Executive Grade C05
Citibank N.A. Citi phone West - Liabilities
07.2013 - 10.2015
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Solved customer challenges by offering relevant products and services.
- Generated new sales leads to achieve and exceed monthly sales goals.
Sr. Executive - Marketing
UTEX Exhibitions & Mktg Solns Pvt. Ltd.
03.2009 - 05.2013
- Strengthened stakeholder relationships with regular communication, resulting in improved alignment on strategic initiatives.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Managed senior-level personnel working in marketing and sales capacities.
Education
P.G.D. in Marketing Management -
Welingkar Institute of management, develoment & research, Mumbai
Advanced Diploma in Business Administration - undefined
Welingkar Institute of management, develoment & research, Mumbai
B. Com - undefined
University of Mumbai
HSC - undefined
NCRD's Sterling Institute of Commerce, Arts & Science, Mumbai
SSC - undefined
S.T. Augustine's High School, Mumbai
Skills
Customer Relationship Building
Customer Service
Customer Retention
Customer Account Management
Pipeline Management
Sales expertise
Risk Mitigation
Persuasive Negotiations
Hobby
I love to spend my free time meditating, gardening and taking up new courses to acquire new skills.
Internshipsprojectscertifications
- Marketing SPOC for Mother, Baby & Child Expo 2010 - 2013 with UTEX India.
- Project with Café Coffee Day involving customer satisfaction in year 2013.
- Welingkar's certification in Experiential Learning Programme Alpha Module in 2012.
- Project with Indian Navy for organizing Vikrant Fest 2012.
- Certification in Montessori Course of Teaching Primary Students by Adarsh Balwadi.
- Certification in MSC-IT: Maharashtra State Certificate in Information Technology.
- NISM VA certified
Personal Information
- Date of Birth: 11/27/1987
- Marital Status: Married
Timeline
Customer Success Manager - SMB - SEA
PayPal
05.2023 - Current
Customer Success Manager - SMB - NA
PayPal
06.2022 - 04.2023
Assistant Manager Grade C9
Citibank N.A. Collections
01.2020 - 01.2021
Assistant Manager Grade C9
Citibank N.A. Sales & Distribution
10.2015 - 07.2020
Sr. Executive Grade C05
Citibank N.A. Citi phone West - Liabilities
07.2013 - 10.2015
Sr. Executive - Marketing
UTEX Exhibitions & Mktg Solns Pvt. Ltd.
03.2009 - 05.2013
Manager - Segment Service Partner - Unsecured Business
IndusInd Bank Ltd.
5 2021 - 3 2022
P.G.D. in Marketing Management -
Welingkar Institute of management, develoment & research, Mumbai
Advanced Diploma in Business Administration - undefined
Welingkar Institute of management, develoment & research, Mumbai
B. Com - undefined
University of Mumbai
HSC - undefined
NCRD's Sterling Institute of Commerce, Arts & Science, Mumbai
SSC - undefined
S.T. Augustine's High School, Mumbai