Prerna Pandey
Customer Experience & Support Leader | Building Scalable Teams | SaaS, AI & SLA Excellence | 9+ Yrs in Customer Support
- Role
- Customer Support Manager at Leegality
- Location
- Bareilly, IN
- LinkedIn followers
- 500 followers
About Prerna Pandey
I am a Customer Support Leader with 9+ years of experience in SaaS, including 5 years leading and scaling high-performing teams. My passion lies in turning customer support into a true differentiator for business growth - by combining empathetic human interactions with smart automation and AI-driven efficiency. Over the years, I have: 1. Built and scaled teams from the ground up, fostering collaboration, accountability, and growth. Improved customer experience metrics (NPS, SLAs, CSAT) through process design, coaching, and automation. Led adoption programs and targeted trainings that drove stronger product adoption and customer retention. Collaborated cross-functionally with product, engineering, and leadership to transform customer feedback into product improvements. I believe great support goes beyond resolving issues - it’s about building trust, advocacy, and long-term relationships. As I look ahead, I am eager to bring my expertise to global opportunities, where I can contribute to scaling customer success and support on a larger stage. Core Skills: Customer Advocacy | Team Leadership | CX Transformation | SaaS Support | AI & Automation | SLA Management | Zoho Desk | Process Scaling
Experience
Customer Support Manager
Sep 2023 — Present · Gurugram, IN
Reduced first response time from 22 to under 4 hours through SLA redesign and team optimization- Implemented AI-based chat support and ticket deflection workflows- Revamped help docs in collaboration with content team, cutting ticket volume- Led team training and roster planning to improve efficiency and agent performance
Education
Visvesvaraya Technological University
Bachelor of Engineering (B.E.)
2012 — 2016
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