Roheet Singh
Customer Experience Executive
Delhi,DL
Summary
Customer-focused professional with over four years of experience in customer support, customer experience, and account management. Adept at handling interactions across calls, chats, and emails. Expertise in managing escalations and nurturing long-term client relationships has resulted in multiple performance awards and significant contributions to process improvements, SOP creation, CRM email drafting, and project management. Proven ability to lead initiatives that enhance customer satisfaction and retention, along with demonstrated skills in contract negotiation and strategic account planning. Committed to leveraging these strengths in a growth-oriented role to deliver exceptional customer experiences while supporting organizational goals.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Key Account Manager
Meesho Process – Insight Solution
02.2020 - 11.2022
- Managed and supported seller accounts, ensuring smooth onboarding and activation.
- Acted as the primary point of contact for sellers, addressing queries, and resolving issues.
- Conducted regular follow-ups to improve seller performance and compliance.
- Guided sellers on platform policies, tools, and best practices.
- Built and maintained strong client relationships, improving seller satisfaction and retention.
- Analyzed market trends, identifying opportunities for expanding product offerings within key accounts.
Customer Experience Executive
Statiq – EV Charging Solutions
11.2022 - 11.2025
- Provided end-to-end customer support via calls, chats, and emails, ensuring timely and effective resolution.
- Managed customer complaints and handled escalations, coordinating with technical, operations, and field teams.
- Maintained accurate CRM documentation of customer interactions, issues, and feedback.
- Ensured adherence to SLAs and service quality standards, contributing to high customer satisfaction.
- Collaborated with internal teams to resolve technical and operational challenges efficiently.
- Assisted in creating and updating FAQs, knowledge base articles, and support resources.
- Played an active role in handling new and challenging processes, adapting quickly to changing requirements.
- I worked on the Hyundai dealership project, supporting dealership-related customer queries and coordination.
- Supported marketing campaigns by handling campaign-related customer responses and issue resolution.
- Created Standard Operating Procedures (SOPs) to improve workflow clarity and team efficiency.
- Drafted professional email templates for CRM communication, improving response quality and consistency.
- Shared process improvement ideas and new inputs with the team for better turnaround time and customer experience.
Education
Bachelor of Arts - B.A – Pass
Delhi School of Open Learning (DU SOL)
Delhi, India 04.2001 -
12th Standard -
CBSE Board
Delhi, India 04.2001 -
10th Standard -
CBSE Board
Delhi, IndiaSkills
Customer experience management
Accomplishments
• Achieved 100% OKRs consistently, meeting and exceeding performance targets.
• Awarded Extra Miles Award – 3 times for outstanding contribution and ownership.
• Recognized as Star Performer of the Team for high-quality customer handling and performance.
• Appreciated by management for proactive support in new project onboarding and process stabilization.
Interests
Listening to Music, Playing & Watching Cricket
Timeline
Customer Experience Executive
Statiq – EV Charging Solutions
11.2022 - 11.2025
Key Account Manager
Meesho Process – Insight Solution
02.2020 - 11.2022
Bachelor of Arts - B.A – Pass
Delhi School of Open Learning (DU SOL)
04.2001 -
12th Standard -
CBSE Board
04.2001 -
10th Standard -
CBSE Board