Priya Pal

Community and Customer Support professional with 5+ years of experience in member/customer support, relationship management, onboarding, engagement, issue resolution and daily operations. Experienced in creating welcoming experiences, coordinating with internal teams, maintaining organized workflows, managing queries and feedback, and supporting continuous improvements in service quality.

Senior Associate at TLC DigiTech Pvt. Ltd. (2021-12 – 2026-06)

• Oversee day-to-day customer/member support operations across calls, email and chat, ensuring a smooth, welcoming and professional experience.
• Serve as a primary point of contact by building strong relationships through clear communication, active listening, timely assistance and consistent follow-up.
• Manage queries, onboarding-related interactions, cases and escalations from assignment through closure, coordinating with internal teams for timely resolution.
• Maintain organized workflows, accurate records and daily operational tracking in Excel, including workload, case status, pending items and follow-ups.
• Prioritize cases and coordinate workflow allocation to support efficient day-to-day operations and service continuity.
• Prepare monthly operational and performance reports to support management review, service monitoring and process improvement.
• Collect customer feedback and recurring concerns, identify service gaps and support improvements to enhance the overall customer/member experience.
• Maintain SLA/TAT adherence while handling complex issues professionally and ensuring consistent service standards.
• Collaborate with cross-functional teams to facilitate smooth communication, issue resolution and positive customer experiences.

Academic Counsellor at CollegeDekho (2019-02 – 2020-06)

• Handled student queries and provided personalized guidance, building strong relationships through active listening and clear communication.
• Coordinated with students and institutions during admission processes, maintaining timely follow-ups and organized communication.
• Supported engagement by providing timely assistance and ensuring a positive experience throughout the interaction.

Bachelor of Computer Applications in BCA – Maharaja Agrasen University (2020)

Diploma in Computer Engineering in Computer Engineering – HIET, Chennai

Matriculation in 10th – CBSE Board