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Suraj Agrawal

@surajagrawal1

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Customer Support Manager at Housing.com who cut issue resolution time by 30% and achieved 95%+ customer retention.

India

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What I'm looking for

I’m open to remote and international roles, with flexibility for US, UK, and EU time-zone overlap. I’m comfortable working independently in fully remote, distributed teams.

At Housing.com (REA India), I manage customer support and client servicing for 250+ builder, broker, and enterprise accounts. I cut average issue resolution time by 30%, reduced escalations by 20%, and achieved 95%+ customer retention.

At OYO Hotels and Rooms Pvt. Ltd, I managed support for 120+ hotel partner accounts and onboarded 45+ new clients within 12 months. Regular business reviews and check-ins helped improve resolution time by 23% and client retention to 88%.

At Reliance Jio, I supported telecom and broadband customers across 300+ accounts, improving First Call Resolution by 25%. I also improved overall customer service performance by 60% within one year.

My earlier work includes supporting IndiaMart's B2B marketplace and managing 100+ B2B retail and supplier accounts at UDAAN (Hiveloop Technologies). Across these roles, I’ve worked on account servicing, SLA management, and customer support operations.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Manager

Current

Housing.com (REA India)

Jul 2024 - Present (2 years 2 months)

Manage end-to-end customer support and client servicing for a portfolio of 250+ accounts, achieving 95%+ retention and 90%+ CSAT. Reduced resolution time by 30% and escalations by 20% through proactive support and structured follow-ups.

Salesforce Zendesk LeadSquared CRM MIS Reporting Dashboarding KPI Tracking Multichannel Support SLA Management Escalation Handling Root Cause Analysis Process Improvement Remote Collaboration Slack Microsoft Teams Zoom Google Workspace

Customer Service Manager

OYO Hotels and Rooms Pvt. Ltd

Mar 2022 - Jun 2024 (2 years 3 months)

Managed customer support for 120+ hotel partner accounts, achieving 90%+ CSAT via LeadSquared CRM. Onboarded 45+ new accounts within 12 months, growing portfolio by 40% while retaining 90% of key accounts.

LeadSquared CRM CRM Customer Support Account Management Onboarding Retention Business Reviews TAT Improvement

Client Operations Manager

Reliance Jio

Feb 2020 - Mar 2022 (2 years 1 month)

Provided customer support and key account servicing for telecom/broadband services, managing 300+ accounts via Microsoft Dynamics 365. Achieved 85%+ retention and improved First Call Resolution rate by 25%.

Microsoft Dynamics 365 Customer Support Account Management First Call Resolution Retention Telecommunications

Client Support / Customer Service Manager

IndiaMart Intermesh Ltd

Mar 2018 - Jan 2020 (1 year 10 months)

Delivered end-to-end customer support for IndiaMart's B2B marketplace, managing 300+ trader, manufacturer, and wholesaler accounts. Resolved 60+ queries weekly at 90%+ CSAT and improved client retention by 30%.

Customer Support B2B Marketplace Query Resolution CSAT Retention Portfolio Growth

Customer Support / Service Delivery Manager

UDAAN (Hiveloop Technologies)

Jan 2017 - Jan 2018 (1 year)

Managed complete customer support lifecycle for 100+ B2B retail and supplier accounts, achieving 90%+ client retention. Reduced escalations by 25% and maintained 95%+ SLA compliance.

Customer Support SLA Compliance Escalation Handling Retention B2B