ANKITA SINGH
Bengaluru
Summary
Customer Support Professional with 3+ years of experience in SaaS-based environments, specializing in end-to-end issue resolution, product troubleshooting, and delivering exceptional customer experiences, cross-functional communication, and support optimization, which have provided me with a diverse range of skills in planning, managing, coordinating, testing, and analyzing data.
Proven ability to manage high-volume support queues, collaborate cross-functionally with Product and Engineering teams, and maintain deep product expertise. Adept at working in fast-paced and time-sensitive environments while consistently meeting SLAs and customer satisfaction goals.
Proven track record of driving operational efficiency and improving customer satisfaction (CSAT). Adept at collaborating with stakeholders, mentoring teams, and leveraging tools like Zendesk, Excel, and Agile methodologies to deliver timely and quality results.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Product Support Representative
Pluralsight
Bangalore
04.2024 - 06.2025
- Engaged in conversation with customers to understand needs, resolve issues, and answer product questions, with an average CSAT rate of 95%.
- Assisted with troubleshooting customer inquiries and resolved product-related issues via emails.
- Contacted customers about potential service upgrades, new services and account changes.
- Supported new feature rollouts by capturing and relaying customer feedback to the product team for iterative improvements.
- Authored and updated over 20 help center articles, thereby reducing repetitive queries.
PROJECT MANAGEMENT ASSOCIATE
BYJU'S
Bangalore
02.2021 - 03.2024
- Plan, coordinate, and initiate projects on essential products and initiatives, ensuring timely delivery, meeting project goals, and vision.
- Mobilize and coordinate efforts between various business teams and project stakeholders to work together effectively and accurately.
- Accelerated progress by continually reviewing performance and project timelines.
- Maintained clear communication with precise technical writing to document and inform critical processes.
- Made decisions independently and collaboratively on various project-related challenges.
- Mentored and trained over 10 junior team members, fostering a high-performing, collaborative team environment.
- Led project teams through the design, construction, and launch process.
- Plan and coordinate projects based on essential products and initiatives, ensuring timely delivery and meeting project goals and vision.
Education
Master of Science - Statistics
Banaras Hindu University
Varanasi, UPBachelor of Science - Physics, Mathematics & Statistics
Banaras Hindu University
Varanasi, UPSkills
- SaaS customer support
- Product troubleshooting and root cause analysis
- CRM tools (Zendesk, Salesforce, Jira – adaptable)
- Customer feedback analysis
- Product support
- Product knowledge
- Stakeholder communications
- Process documentation
- Product and project management
- Agile methodology
- UI/UX testing and documentation
- Data-driven decision making
- MS Excel, G-Sheets, Jira
- Staff training and mentoring
Certification
CAPM Certification from KnowledgeHut Training Institute, 02/01/23
Languages
- Hindi
- English
Timeline
Product Support Representative
Pluralsight
04.2024 - 06.2025
PROJECT MANAGEMENT ASSOCIATE
BYJU'S
02.2021 - 03.2024
Master of Science - Statistics
Banaras Hindu University
Bachelor of Science - Physics, Mathematics & Statistics
Banaras Hindu University