Shreya Nigam
Experienced Presales & Customer Support Specialist
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About
Experienced Presales & Customer Support Specialist with 7 years of expertise in SaaS-based CRMs, B2B customer service, and product support. Skilled in lead qualification, CRM management, pipeline coordination, product demos, and resolving customer issues across calls, chats, and emails. Strong in problem-solving, stakeholder communication, and achieving KPIs, SLAs, and high NPS scores.
Experience
Presales & Support Specialist - Anycast Technology Pvt Ltd (One Impression)
(2023-04)
- Qualified leads by understanding client needs, challenges, and buying readiness, improving lead-to-demo conversions.
- Delivered value-driven product demos aligned to client pain points.
- Maintained accurate CRM records ensuring clean forecasting and smooth coordination with sales teams.
- Handled customer inquiries via Zendesk chat and email with timely and empathetic support.
- Coordinated influencer and brand collaboration requests.
- Updated knowledge base articles to improve customer self-service.
- Escalated complex cases and ensured complete resolution.
- Met KPIs, SLAs, and maintained high NPS scores.
Student Support – Senior Associate - Gradestack Learning Pvt Ltd (GradeUp)
(2021-08 - 2023-03)
- Handled 120+ calls, chats, and emails daily related to subscriptions and payment issues.
- Managed 150+ Freshdesk tickets daily with high accuracy.
- Worked with CRM tools including OGMA and Studio.
- Processed payments via Razorpay, Paytm, and PayU.
- Maintained daily data reports and handled escalations.
- Ensured high learner satisfaction.
Customer Service Representative - Suez Water Solutions and Technologies (India)
(2019-12 - 2021-08)
- Managed 60+ customer calls daily related to service issues.
- Delivered customer support via chat, email, and calls.
- Maintained detailed records of customer interactions.
- Contributed to service efficiency and satisfaction.
- Collaborated with management on operational goals.
Customer Support Manager - EduGorilla Community Pvt Ltd
(2017-10 - 2019-11)
- Provided product details and usage recommendations.
- Managed voicemails and returned calls promptly.
- Escalated technical concerns to internal teams.
- Updated customer records and suggested product improvements.
Education
Bachelor of Computer Application - IGNOU (2018)
