ANURAG SINGH
Indore
Summary
Dynamic professional with a proven track record at upGrad Education Pvt Ltd, excelling in customer retention and revenue management. Leveraged communication and negotiation skills to generate over $10 million annually, supporting 800+ professionals in achieving their career goals. Specializes in personalized support and business development, ensuring high client satisfaction and loyalty.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Customer Care Executive and SME
Teleperformance India(Flipkart)
Indore
03.2025 - Current
- Managed escalated customer cases and provided resolution support to agents, improving turnaround time and upholding service quality standards.
- Monitored daily ticket queues and assisted team in prioritizing urgent cases, ensuring adherence to response time and customer satisfaction targets.
- Served as point of contact for process clarifications during live operations, enhancing workflow efficiency and minimizing handling errors.
Academic Counsellor
upGrad Education Pvt Ltd
Bangalore
05.2023 - 08.2024
- Delivered tailored career counseling and support to over 800 professionals, helping them navigate their career paths, and providing insightful guidance.
- Reached a significant achievement by assisting in generating $1 million in revenue in a single day through exceptional customer service and support strategies.
- Handled customer queries and issues, supporting revenue generation of over $10 million through effective engagement and support.
- Built and maintained strong client relationships through personalized and responsive care, ensuring satisfaction and loyalty.
- Managed daily interactions with more than 150 clients, ensuring prompt resolution of inquiries, and fostering positive relationships.
- Oversaw customer support for technical programs in Data Science, Full Stack Development, Artificial Intelligence, Machine Learning, and Cloud Computing, providing clients with comprehensive assistance.
Business Development Associate
Quest
12.2022 - 05.2023
- Engaged with over 120 clients daily, addressing inquiries and resolving issues to ensure positive experiences.
- Supported customers in finding paths to achieve professional objectives, ensuring satisfaction through tailored assistance.
- Provided personalized customer support, assisting individuals in identifying goals and guiding toward solutions aligned with aspirations.
Subject Matter Expert
Samsung US
11.2021 - 08.2022
- Provided expertise to team members on specific topics.
- Increased customer return rates by delivering consistent, high-quality customer service.
- Led cross-functional teams to develop innovative product solutions.
- Provided expert guidance on technical specifications and industry trends.
- Conducted training sessions to enhance team knowledge and skills.
Customer Care Executive and SME
Teleperformance India(Flipkart)
Indore
11.2019 - 09.2021
- Achieved promotion to SME (Subject Matter Expert) for strong performance and product knowledge, managing complex customer escalations and ensuring timely resolutions.
- Provided end-to-end customer support via calls and emails, resolving queries on orders, returns, refunds, cancellations, and delivery issues, ensuring accurate resolutions that enhanced customer satisfaction.
- Guided agents on process updates, resolved queries, and assisted new joiners during training, enhancing team productivity and service quality.
Education
Bachelor's of Technology -
Mahakal Institute Of Technology
Ujjain, MP08-2018
New Catholic Mission H.S. School - PCM
New Catholic Mission H.S. School
MP07-2014
Skills
- Client Onboarding
- Customer retention
- Support strategy
- Service Optimization
- Sales forecasting
- Relationship management
- Escalation management
- Personalized support
- Adaptability
- Communication and negotiation
- Ability to work in a team
Certification
Awarded for excellence in customer support and sales, consistently exceeding targets, ensuring customer satisfaction, and driving revenue growth.
Languages
- Hindi
- English
- Hindi
Timeline
Customer Care Executive and SME
Teleperformance India(Flipkart)
03.2025 - Current
Academic Counsellor
upGrad Education Pvt Ltd
05.2023 - 08.2024
Business Development Associate
Quest
12.2022 - 05.2023
Subject Matter Expert
Samsung US
11.2021 - 08.2022
Customer Care Executive and SME
Teleperformance India(Flipkart)
11.2019 - 09.2021
Bachelor's of Technology -
Mahakal Institute Of Technology
New Catholic Mission H.S. School - PCM
New Catholic Mission H.S. School