Nilamber Ghosh

Dynamic Pre-Sales & Operations Professional with over 6 years of experience in driving customer engagement through product expertise and persuasive communication. Proven track record in handling domestic clients with native-level fluency in Hindi and Bengali, and professional competence in English. Expert in managing high-volume customer lifecycles across Voice, Chat, and Email, with a focus on resolving queries and qualifying leads for revenue growth.

Reactivation Manager at iGaming Platform (2025-03 – 2026-03)

• Managed end-to-end customer reactivation processes, significantly increasing platform engagement and Player Lifetime Value (LTV).
• Handled high-volume live chat and voice inquiries to resolve complex technical and transactional issues.
• Provided accurate product information and promotional insights to educate and re-engage inactive users.

Freelance Customer Support & Pre-Sales Specialist at Customer Umbrella (2024-07 – Present)

• Managing an average of 200-250 calls daily, focusing on product education and swift query resolution.
• Serving as the primary point of contact for domestic clients, clearing product-related doubts and building brand trust.

Presales Consultant at Livspace (2022-12 – 2024-06)

• Conducted deep-dive assessments of customer requirements to qualify leads for the sales department.
• Maintained CRM pipelines to improve conversion rates and coordinated site visits for the sales team.

Presales Consultant & Inside Sales at Byju's (2020-10 – 2022-11)

• Delivered detailed product presentations and guided potential leads through the enrollment process.
• Ensured 100% accuracy in CRM data management to support sales forecasting and lead tracking.

MBA in Master of Business Administration – NIILM CMS (2019)

BCA in Bachelor of Computer Applications – JIS College of Engineering (2017)