Summary
Overview
Work History
Education
Skills
Certification
Languages
Projects
Timeline
Generic
Janhvi Kapil

Janhvi Kapil

Senior Customer Success Associate
Haldwani

Summary

Customer Success Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

6
6
years of professional experience
6
6
Certifications

Work History

Senior Customer Success Associate

Rackspace Technology
12.2023 - Current
  • Worked alongside Customer Success Managers to provide customer satisfaction
  • Handled enterprise accounts and managed their end to end implementation
  • Collaborated with cross-functional teams to address client issues promptly, resulting in faster resolutions and increased client satisfaction.
  • Mitigated churn, bringing in renewals and followed up with customer regarding pending invoices
  • Answered in-bound calls
  • Identified upsell opportunities within existing client base delivering customized proposals that resulted in increased revenue for the organization.
  • Assisted in the development of resources such as knowledge base articles and FAQs to streamline customer support processes and empower self-service capabilities.
  • Delivered high-quality training sessions for clients on product usage and functionality, increasing user adoption rates.
  • Supported clients during critical events or emergencies by providing timely assistance and guidance, minimizing potential impact on their operations.

Customer Success Associate

Rackspace Technology
12.2021 - 12.2023
  • Worked on ticket sanitization and queue handling
  • Worked alongside Customer Success Managers to implement key strategies for customer requests
  • Enhanced customer retention through personalized follow-up and proactive outreach initiatives.
  • Supported clients during critical events and created high level reports
  • Worked closely with technical support teams to troubleshoot and resolve complex issues
  • Worked on NPS, renewals and churn towards better customer experience

Service Request Coordinator

British Telecom
01.2019 - 12.2021
  • Responsible for receiving and raising multiple change requests, managing their workflow and completion
  • Oversee and manage the week and month end data reports
  • Conducting the smooth workflow of service requests in an end-to-end journey whilst raising quotes and orders with our suppliers
  • Keeping the stakeholders informed while ensuring quality delivery of our services
  • Supervising the requests alongside a team to ensure customer satisfaction and quality
  • Being pro-active in providing process improvement ideas as well as jeopardy management.

Education

Intermediate -

Cynthia School
05.2016

Bachelor of Arts - English

Galgotias University
05.2001 -

Skills

JIRA

Certification

Agile with Atlassian Jira

Languages

English
Hindi

Projects

Initiated a project in my current company to mitigate various reporting mistakes. 

Initiated a project company wide to work on enhancing and correcting the existing process articles that were rendered expired.

Undergraduate Thesis on contemporary popular fiction.

Worked on Fiverr to create resume for clients around the world.

Worked on Fiverr to create various fitness regimes and diet routines.

Timeline

Senior Customer Success Associate

Rackspace Technology
12.2023 - Current

Customer Success Associate

Rackspace Technology
12.2021 - 12.2023

Service Request Coordinator

British Telecom
01.2019 - 12.2021

Bachelor of Arts - English

Galgotias University
05.2001 -

Intermediate -

Cynthia School

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Janhvi KapilSenior Customer Success Associate