Open to opportunities

Simran Singh

@simransingh5

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Senior Customer Experience Executive improving satisfaction with data-driven customer success and support operations.

India

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What I'm looking for

I’m looking for a senior customer experience/customer success role where I can lead support operations, use CRM and ticketing analytics to improve KPIs, and grow teams through training and process optimization.

I’m a results-driven Senior Customer Experience Executive with 3.5+ years of expertise in educational technology, e-commerce, and customer success management. I focus on enhancing customer satisfaction, building efficient support processes, and driving business growth through customer-centric strategies.

In my roles, I’ve spearheaded customer experience initiatives that increased satisfaction scores by 15%, reduced average response times by 20%, and improved escalation outcomes with a 25% reduction in escalations. I also lead training and performance management for support teams (including 10+ executives), while leveraging tools like Salesforce, Zendesk, Tidio, ShipStation, and WooCommerce to deliver reliable, measurable customer outcomes.

Experience

Work history, roles, and key accomplishments

Senior Executive - Customer Service

Dhawan Processors

Feb 2025 - Feb 2026 (1 year)

Managed end-to-end customer support operations, billing processes, and WooCommerce e-commerce management for a yarn and fabric dyeing company. Streamlined ticketing and live chat workflows using Zendesk and Tidio, supported logistics via ShipStation, and led a team of 4 while serving 50+ global premium clients.

Customer Support Operations Zendesk Tidio ShipStation WooCommerce E Commerce Operations Billing Systems Ticketing Systems Team Leadership

Senior Customer Experience Exec

Flyinghigh Paradise Pvt Ltd

Aug 2023 - Feb 2025 (1 year 6 months)

Improved customer satisfaction by 15% through personalized support strategies and data-driven decision-making. Reduced average response time by 20% by optimizing support workflows, trained 10+ executives for faster onboarding, and decreased escalations by 25% while maintaining a 98% first-contact resolution rate.

Response Time Improvement B2B SaaS Support De escalation First Contact Resolutions Customer Satisfaction Data Driven Decision Making

Customer Success Executive

BYJU'S

May 2022 - Jul 2023 (1 year 2 months)

Designed personalized customer onboarding, improving initial customer satisfaction by 40% and reducing early-stage churn by 25%. Managed 200+ premium customers, maintained 90% retention through proactive engagement, and achieved 100% SLA compliance while increasing positive customer feedback by 35%.

Customer Onboarding Customer Success Management Customer Retention SLA Customer Relationship Management Customer Engagement Account Management