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
Written Communication
Verbal Communication
Microsoft Office
Client Relationship Building
Feedback collection
Problem-solving abilities
Data Entry
Product Knowledge
Critical Thinking
Active Listening
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