PRIYANKA MANDAL

PRODUCT MANAGER
WORK EXPERIENCE

Florence Capital Dec'20 - Present

Assistant Manager, Customer Delight and Loyalty
Framing the policy and framework for customer support.
Drafting FAQs, user query analysis, using which later built user journeys for WhatsApp
chatbot for different user intents.
Putting in place customer delight practices: preparing gift hampers, personalised calls,
CONTACT ME working with the developers team for automated occasional personalised messages
and email etc. to users.
Working with field agents for loan collections policy for Florence Capital.
priyankamandal0987@gmail.com Working with the growth and content team to make videos about user awareness on
best financial practices: maintaining good credit score, covid awareness.
+91-9958333818 Leading a team of 3 people to handle all customer communications through calls,
https://www.linkedin.com/in/priyanka- chats, email etc.
mandal-5a1397110/ Helping the growth team with content strategies and content creation, being the only
person that is in direct contact with the customers.
Maintaining the MIS for Customer service, operations and business.
Detailed portfolio analysis of loans on parameters of employment, location, income etc.
Ensured a disbursal of 50% over the target during the first year of product launch of
EDUCATION
Florence Capital by nudging customers through pre-credit communications.
Building a WhatsApp bot flow for the Florence users for easier access to information.
PGDM-Marketing Management Analysing, reporting cases to help the credit underwriting team for credit assessment
by flagging applications.
J.K Business School- Gurgaon
2015-2017 Product Manager, Athena Education (Florence sister org.)
User research for re-imagining the Athena website for different viewports.
B.COM Working on evolving the dashboard, a counsellor-student interface. Reporting and
Ram Lal Anand College- Delhi University resolving bugs in the dashboard.
2012-2015
Art Housing Finance India Ltd Sep'18-Dec'20
Senior Secondary (Class 12th) Senior Customer Officer
Handling user queries over different channels: Email, chats and calls.
Shiksha Bharati Public School
Customer Delight: Dispatching welcome kits to customers Pan India within the TAT.
2012 User onboarding for large ticket home and LAP loans, login calls, highlighting pain
points of the customers along with risk analysis before loan approval.
Secondary (Class 10th) Consistently achieving high customer retention ranking records, also closing over 95%
Shiksha Bharati Public School of all queries within TAT.
2010 Analysing the ratio of loan closure month wise and publishing the closure MIS to the
management.
Presenting ideas for customer service and customer retention, including cost and time
INTERNSHIP efficiency.
Helping to develop and implement a customer service policy for an entire organisation,
finding ways to measure customer satisfaction and improve services.
California State University (US): Resolved 700-750 queries within a week during the time of the RBI Moratorium.
Global Marketing and International Business Understanding the pain points of the customers and developing the relationship with
(Exchange programme, May-July 2016) them for retention and to increase the organic growth of the organisation through
references.
One of the top 3 students from the college
to get the opportunity. Bandhan Bank Ltd. July'17-Aug'18
Studied FDI in Singapore's Fashion
Customer Relationship Officer (Ass. Manager internal grade)
Garments product
Global marketing: India to Maxico tea export Managing the teller services at the branch exceeding the target FD volumes by 10%
marketing plan while ensuring highest standards of service.
Branch ATM: End-to end balancing and monitoring..
Cross selling of banks’ services like FD, insurance etc. to the customers.
Servicing of HNW accounts (upto ₹50 lakh) and providing them banking solutions.
COURSES Ensuring branch operations cash and non-cash transactions (RTGS, NEFT and DD) as
per guidelines by the bank management
Product Management - Udemy
EXTRA CURRICULAR ACTIVITIES
Microsoft Excel- Beginner to Advance-
Udemy Member of organising team for the college fest “30 hours” and hosted the inter B-
school dance competition.
Bringing and managing investors for the fest.
Build a website product: "Pooja Samagri", a portal to sell ingredients for pooja.