Open to opportunities

Pradyum Shukla

@pradyumshukla

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Premium Support Manager focused on retention, CX, and high-volume issue resolution.

India

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What I'm looking for

I’m looking for a premium support role where I can own KPIs, improve customer engagement and retention, and streamline issue resolution with strong escalation processes—working closely with technical teams to elevate product performance and user experience.

I’m a dynamic, performance-driven Premium Support Manager specializing in customer relationship management, live chat and email support, and client retention. I consistently improve customer satisfaction while resolving complex technical issues and managing high-volume ticketing systems.

In my current role at Adwiwa, I deliver premium support to high-value clients and oversee service delivery and support KPIs. I helped drive a 20% improvement in premium client retention within 6 months and implemented an escalation matrix that reduced issue resolution time by 30%.

Previously at Pin-Up Support, I led premium customer accounts through 24/7 chat and email support, supporting onboarding and resolving issues while updating clients on offers and loyalty programs. I increased customer satisfaction from 82% to 93%, mentored 10+ new hires, and earlier I boosted subscription conversion through user engagement work at WhiteHat Jr (BYJU'S), converting 200+ leads into paying customers.

Experience

Work history, roles, and key accomplishments

Current

Premium Support Manager

Current

Adwiwa

Mar 2025 - Present (1 year 4 months)

Deliver premium support to high-value clients and oversee service delivery while maintaining support KPIs. Improved premium client retention by 20% in 6 months and reduced issue resolution time by 30% by implementing an escalation matrix.

Customer Retention KPIs Escalation Management Technical Troubleshooting Live Chat Support Email Support

Premium Support Manager

Pin-Up Support

Oct 2022 - Mar 2025 (2 years 5 months)

Led a team handling premium client accounts through 24/7 chat and email support, including onboarding and issue resolution. Increased customer satisfaction score from 82% to 93% and mentored 10+ new hires to improve service consistency.

Live Chat Support Email Support Client Onboarding Customer Satisfaction Mentoring Ticketing Systems CRM Tools

Executive - User Engagement

WhiteHat Jr (Byju's)

Sep 2021 - Aug 2022 (11 months)

Engaged prospective users through calls and product demonstrations, following up to improve subscription conversion. Converted 200+ leads into paying customers and ranked among the top 5% executives for engagement conversions while providing post-onboarding support.

User Engagement Lead Follow Up Product Demonstrations Subscription Conversion Customer Onboarding Support Customer Retention Communication Customer Experience (CX)

Customer Care Executive

Maruti Suzuki KTL Pvt. Ltd.

May 2019 - Nov 2020 (1 year 6 months)

Resolved complex customer issues and ensured professional service delivery while maintaining accurate customer records and reports. Reduced recurring complaints by 15% through proactive follow-ups and was recognized with the 'Best Customer Care Executive' award.

Customer Care Technical Troubleshooting Reporting Customer Relationship Management (CRM)