Priyanka Priyadarsani Panda
Customer Success Specialist
Bangalore
Summary
Successful Executive with over 6 years of demonstrated ability in delivering mission-critical results. Offering outstanding communication and cross-cultural team management skills. Entrepreneurial attitude for optimal profitability. Ambitious team leader adept at creating strategic alliances with organizational leaders and effectively aligning with and supporting key business initiatives.
Overview
7
7
years of professional experience
3
3
Language
Work History
Senior Customer Success Executive
HECTOR BEVERAGES PRIVATE LIMITED
08.2022 - Current
- Owned end-to-end customer success operations, ensuring SLA adherence, faster resolutions, and higher customer satisfaction. Handled and resolved quality-related issues.
- Managed customer creation and onboarding, delivering error-free activation, and a smooth sales handover.
- Supported the Gujarat region’s sales operations, resolving distributor and sales escalations in coordination with ASMs.
- Acted as a single point of contact for distributors (DBs), driving engagement, and reducing DB attrition.
- Resolved complaints and claims via Freshdesk and Freshchat, coordinating with Finance, Logistics, and Operations.
- Implemented Sell Easy for customers, and the Saksham application for sales teams, improving order processing and operational efficiency.
- Implemented Fresh Chat as a communication process, enhancing distributor support and responsiveness.
- Introduced and integrated the Freshdesk platform, improving ticket management and service efficiency.
- Provided training to distributors and the sales team on company applications, leading to improved adoption and efficiency.
- Planned and executed festive and official distributor campaigns, ensuring effective communication, smooth rollout, and issue closure.
- Successfully completed KYC verification for 6,000 distributors, ensuring compliance with company policies and regulatory standards.
Customer Success Specialist
Udaan
01.2020 - 08.2022
- Managed end-to-end collection and credit operations for Udaan, ensuring timely recovery of payments, and maintaining healthy credit cycles.
- Coordinated with internal teams and clients to resolve payment disputes, reducing overdue accounts, and improving cash flow efficiency.
- Monitored credit limits and evaluated customer profiles to minimize risk, and ensure compliance with company credit policies.
- Handled high-volume customer support chat processes for Ola and Swiggy, resolving queries within SLA timelines, while maintaining high customer satisfaction scores.
- Maintained accurate documentation, prepared MIS reports, and provided regular updates to management on collection performance and issue resolution.
Customer Success Specialist
Conneqt Business Solutions
01.2019 - 12.2020
- Managed end-to-end collection and credit operations for Udaan, ensuring timely recovery of payments, and maintaining healthy credit cycles.
- Coordinated with internal teams and clients to resolve payment disputes, reducing overdue accounts, and improving cash flow efficiency.
- Monitored credit limits and evaluated customer profiles to minimize risk and ensure compliance with company credit policies.
- Handled high-volume customer support chat processes for Ola and Swiggy, resolving queries within SLA timelines, while maintaining high customer satisfaction scores.
- Maintained accurate documentation, prepared MIS reports, and provided regular updates to management on collection performance and issue resolution.
- Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
Education
Bachelor’s Degree - Electronics And Telecommunication Engineering
C V Raman College of Engineering
Bhubaneswar, Odisha01-2017
Skills
Customer Success & Relationship Management
Customer Creation & Onboarding
CRM Operation:( Freshdesk and Fresh chat)
Distributor Engagement & Attrition Control
Complaint Resolution & Claim Settlement
Process Implementation & Improvement (Sell Easy and Saksham)
Sales Operations – Gujarat Region
Campaign Management (Festive & Official)
Reporting & Data Analysis
Call Center Operations Oversight
Interests
Reading, Traveling, Cooking
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
odia
Bilingual or Proficient (C2)
Timeline
Senior Customer Success Executive
HECTOR BEVERAGES PRIVATE LIMITED
08.2022 - Current
Customer Success Specialist
Udaan
01.2020 - 08.2022
Customer Success Specialist
Conneqt Business Solutions
01.2019 - 12.2020
Bachelor’s Degree - Electronics And Telecommunication Engineering
C V Raman College of Engineering