Zoho desk
Prerna Pandey
Customer Support Specialist
Bareilly
Summary
Experienced Customer Support Manager with 9 years of success in supervisory roles. Proficient in mentoring team members for exceptional service and boosting team morale through effective communication and positive feedback. Skilled in resolving customer dissatisfaction and adept at managing competing priorities for superior results.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Manager
Leegality
09.2023 - Current
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
- Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Collaborated on AI chatbot project to improve customer support quality.
- Introduced roster system to ensure maximum support for clients.
- Collaborated with the writing team to ensure good quality help articles.
Senior Product Consultant
Superset
03.2019 - 07.2023
- Lead a team of 10 members to provide the best support to users and resolved 5500000+ tickets under my leadership since 2019.
- Brought down the resolution time from 48 hours to 5 hours. Also, Improved first response time from 22 hours to under 4 hours for tickets.
- Took the initiative of opting for a better tool for customer chat support, hence, cutting support cost by upto 14 lakhs a year.
- Worked on building Help Center for our stakeholders (app.joinsuperset.com/support)
- Involved in all testing procedures and wrote test cases and scenarios for development team. Worked directly with stakeholders and customers to understand competitive landscape.
Product Support Specialist
Superset
02.2017 - 03.2019
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
Application Support Specialist
Zeta
06.2016 - 02.2017
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Monitored system performance to identify potential issues.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Interacted with clients to resolve issues and answer software-related questions.
Education
Bachelor of Technology - Information Science & Engineering
Visvesaraya Technological University
07.2012 - 06.2016
Skills
Customer relations
Empathy and patience
Escalation handling
Training and mentoring
Staff scheduling
Inter-department collaboration
Customer support plan development
Interpersonal skills
Teamwork and collaboration
Problem-solving abilities
Software
Sales IQ
Intercom
Exotel
Zoho Analytics
GitBook
Tawkto
Freshdesk
Kayako
Timeline
Customer Support Manager
Leegality
09.2023 - Current
Senior Product Consultant
Superset
03.2019 - 07.2023
Product Support Specialist
Superset
02.2017 - 03.2019
Application Support Specialist
Zeta
06.2016 - 02.2017
Bachelor of Technology - Information Science & Engineering
Visvesaraya Technological University
07.2012 - 06.2016
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