Shreya Nigam

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.

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.

Bachelor of Computer Application - IGNOU (2018)