Priyanka C
Head of Customer Support @Akshayakalpa Organic
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WORK HISTORY
Head of Customer Support @Akshayakalpa Organic
IN
Lead the support and onboarding functions, managing calls, chats, and tickets through different apps(Freshdesk, Yellow.ai, Kapture)* Built and standardized SOPs to streamline issue resolution for delivery, refunds, and app/order queries.* Drove CRM automation by developing call scripts, chatbot journeys, escalation flows, and reporting dashboards.* Strengthened onboarding processes across app, WhatsApp, and farm visits to enhance customer engagement.* Implemented QA frameworks, scorecards, and coaching programs to uplift service quality and consistency.* Analyzed key performance metrics (TAT, FCR, CSAT, NPS, AHT) to drive continuous improvement.* Collaborate with cross-functional teams to close feedback loops and improve customer experience.
EDUCATION
Government High school
Government First Grade College
ABOUT PRIYANKA C
Results-driven and seasoned professional with 10+ of diverse experience in operational…
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