Anuj Pratap Singh
Senior Manager - Customer Support
Delhi
Summary
Customer-focused and data-driven Support Leader with 6+ years of end-to-end experience at Adda247, from ground-level execution to strategic leadership. Adept at building and managing high-performance teams, driving customer satisfaction (CSAT & NPS), and reducing operational overhead through tech and process interventions. Skilled in CRM platforms, cross-functional coordination, and issue resolution strategies with a proven ability to scale support functions in a fast-paced environment.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Senior Manager – Customer Support
Adda247
Gurugram
04.2024 - Current
- Leading end-to-end customer support operations across all business verticals.
- Developing strategic plans to improve CSAT, NPS, and reduce ticket volumes.
- Collaborating with product, tech, and business teams for workflow optimization.
- Managing a team of 60+ members and mentoring future support leaders.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Implemented and developed operational standards, policies and procedures.
- Consistently met or exceeded annual performance targets set by senior leadership.
Manager – Customer Support
Adda247
Gurugram
01.2023 - 01.2024
- Headed key projects focused on reducing call inflow and improving ticket resolution rate.
- Introduced agent scorecards and audit systems for performance tracking.
- Led automation initiatives with Freshdesk and Ozonetel integrations.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Associate Manager – Customer Support
Adda247
Gurugram
01.2021 - 01.2023
- Oversaw team leads and senior agents, ensuring SLA adherence.
- Designed knowledge base and SOPs for common issue resolutions.
- Drove quality audits and used findings to launch targeted training.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Team Lead – Customer Support
Adda247
Gurugram
01.2020 - 01.2021
- Supervised support team for chat, email, and IVR.
- Conducted weekly training and refresher programs.
- Maintained escalations and ensured complaint closures within TAT.
Customer Support Associate
Adda247
Gurugram
01.2018 - 01.2020
- Worked with students to understand needs and provide requested service.
- Handled all social media (FB, Twitter, Console, etc.) pages of Adda247.
- Responsible for every single response to student complaints on social platforms.
- Managed student discussion portal in Feed section of Adda247 application.
- Monitored social media and online sources for industry trends.
- Handled more than 90 calls per day to address student inquiries and concerns.
- Increased customer satisfaction by resolving student issues promptly.
- Created Google Console reports (MTD) to simplify issue categorization and trends.
Education
Bachelor of Technology - Electronics & Communication
Gyan Vihar University
Jaipur, RJ 07.2011 - 06.2015
12th - Science Stream
Asha Modern School
Saharanpur, UP 04.2009 - 05.2010
Skills
Customer Relationship Management
Call Center Operations
Process Design & Improvement
Quality Audits & Training
Data Reporting & Analysis
Leadership & Team Management
Cross-Team Collaboration
Strategic planning
Talent development
Operations management
Resource allocation
Software & Tools
CRM & Tools Expertise
- Freshdesk
- Kapture
- Zoho CRM
- Ozonetel
- Super Receptionist
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 61 staff members.
- Successfully tested and implemented 7 Days No Question Asked Refund Policy.
- Build whole new customer support team of 40+ members within 6 months for Adda247 in Lucknow office.
Timeline
Senior Manager – Customer Support
Adda247
04.2024 - Current
Manager – Customer Support
Adda247
01.2023 - 01.2024
Associate Manager – Customer Support
Adda247
01.2021 - 01.2023
Team Lead – Customer Support
Adda247
01.2020 - 01.2021
Customer Support Associate
Adda247
01.2018 - 01.2020
Bachelor of Technology - Electronics & Communication
Gyan Vihar University
07.2011 - 06.2015
12th - Science Stream
Asha Modern School
04.2009 - 05.2010