Tanushree Mandal
Navi Mumbai
Summary
Dynamic Onboarding & Growth Manager with a proven track record at PayPal, driving swift activation and revenue generation for High Value SMB merchants. Expert in Salesforce CRM and data analysis, I excel in optimizing KPIs and fostering strong client relationships, achieving significant performance improvements through strategic collaboration and growth initiatives.
Overview
17
17
years of professional experience
Work History
Onboarding & Growth Manager
PayPal Payments Pvt Ltd
06.2022 - Current
- Led onboarding and growth initiatives for High Value SMB merchants at PayPal, ensuring swift activation and revenue generation.
- Optimized KPIs, including authorization rates and transaction volumes, to enhance merchant performance.
- Collaborated with Sales, Risk, Compliance, Product, and Operations teams to streamline processes and promote growth.
- Utilized Salesforce CRM to manage merchant pipelines and derive actionable insights for strategic decisions.
Manager – Segment Service Partner
IndusInd Bank
07.2021 - 03.2022
- Achieved 95% complaint resolution rate within three days by overseeing timely closures.
- Conducted comprehensive reviews of digital platforms and communication strategies to enhance client experience.
- Collaborated with teams to refine SOPs, ensuring consistent service quality through effective training.
- Played a pivotal role in improving customer service for personal loan clients at IndusInd Bank.
Assistant Manager Grade C9
Citibank N.A. Collections
08.2020 - 07.2021
- Managed Tele-agency for mortgage collections, ensuring operational excellence and accountability.
- Led a team focused on collections for minor delinquency accounts, driving performance improvements.
- Supervised collectors and clerical staff, enhancing skills through ongoing training initiatives.
- Established effective communication with regional stakeholders to align on performance targets.
- Conducted audits to maintain service standards and ensure team compliance.
Sr. Executive Grade C05
Citibank N.A. Sales & Distribution
10.2015 - 07.2020
- Achieved personal loan and credit card acquisition targets through strategic tele calling.
- Coordinated with regional stakeholders to enhance appointment tracking and improve closure rates.
- Delivered comprehensive product and service information, maintaining high customer service standards.
- Managed aggregator leads and generated MIS reports for senior management analysis.
Sr. Executive Grade C05
Citibank N.A. Citi phone West
07.2013 - 10.2015
- Addressed customer queries and consistently achieved sales targets at Citi.
- Maintained average call handling time below 300 seconds to enhance efficiency.
- Achieved 100% Net Promoter Score on email contractor surveys, reflecting high customer satisfaction.
- Recognized consistently for top performance in sales conversion for Loan on Phone products.
Sr. Executive – Marketing
UTEX Exhibitions & Mktg Solns Pvt. Ltd.
02.2009 - 07.2013
- Transformed B2B exhibitions and product launches through strategic initiatives.
- Developed and executed marketing strategies to meet revenue targets.
- Managed onsite operations to optimize workflow and efficiency.
- Addressed client grievances promptly, resulting in enhanced customer satisfaction.
- Collaborated with media partners to strengthen promotional campaigns and brand visibility.
Education
P.G.D. - Marketing Management
Welingkar Institute of management, develoment & research
Mumbai01.2013
Advanced Diploma - Business Administration
Welingkar Institute of management, develoment & research
Mumbai01.2012
B. Com -
University of Mumbai
Mumbai01.2008
Skills
- Onboarding strategy
- Customer relationship management
- Data analysis
- Salesforce expertise
- Growth optimization
- KPI development
Timeline
Onboarding & Growth Manager
PayPal Payments Pvt Ltd
06.2022 - Current
Manager – Segment Service Partner
IndusInd Bank
07.2021 - 03.2022
Assistant Manager Grade C9
Citibank N.A. Collections
08.2020 - 07.2021
Sr. Executive Grade C05
Citibank N.A. Sales & Distribution
10.2015 - 07.2020
Sr. Executive Grade C05
Citibank N.A. Citi phone West
07.2013 - 10.2015
Sr. Executive – Marketing
UTEX Exhibitions & Mktg Solns Pvt. Ltd.
02.2009 - 07.2013
P.G.D. - Marketing Management
Welingkar Institute of management, develoment & research
Advanced Diploma - Business Administration
Welingkar Institute of management, develoment & research
B. Com -
University of Mumbai
Personal Information
- Date of Birth: 11/27/87
- Marital Status: Married
Hobbies and Interests
- Gardening
- Painting
Internships Projects Certifications
- 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.
Languages
- English
- Hindi
- Marathi
- Bengali
Personal Information
- Date of Birth: 11/27/87
- Marital Status: Married
Hobbies and Interests
- Gardening
- Painting
Internships Projects Certifications
- 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.