Sakshi Kapoor
Customer Success Manager
New Delhi
Summary
Customer Success Manager- Client Remote Infrastructure & IT Asset management- ITIL V4, SIAM foundation and Blackbelt CX customer success manager certified Computer Science BTech Engineer, with 14+ years’ experience in IT – Client Remote infrastructure management, IT Asset Management and Procurement, Service Delivery, Transition & Project Management on ITIL framework. Handling large sized teams for delivery, incident, change, release, problem & Escalation management.
Overview
15
15
years of professional experience
Work History
Customer Success Manager
Orange Business
08.2022 - Current
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals (W.R.T program)
- Develop strong relationships with key customers to build a trusted partnership by conducting weekly reviews with the Market, understanding their business needs, regular feedback.
- Developed strategies external relationships to implement plans for auctioning recycling or otherwise selling obsolete assets.
- Conducted and reported software asset reconciliation and audit activities on a timely basis including financial licensing warranty maintenance/support contract information.
- Frequent customer engagement to share insights regarding success metrics, workflow and opportunities for growth.
- Explored opportunities for maximizing or exploiting unused or partially used its assets to achieve full efficiency ROI from company resources.
- Awarded by Change maker award, Customer CX champion H2 2025 and Synergy award by Orange business.
Customer Success Specialist
British Telecom
04.2021 - 08.2022
- Supported the transition from a Service model into Customer Success.
- Experienced at managing projects, building and leading top-performing teams, identifying strategies for reducing costs, and negotiating vendor agreements.
- Special expertise in managing hardware and software inventories and overseeing complete technology infrastructures.
- Received a positive NPS score within 6 months through direct customer engagement.
Customer Service Manager
British Telecom
12.2019 - 04.2021
- Monitored team performance, adhered to service level agreements (SLAs).
- Organized ongoing maintenance schedules to boost system performance.
- Organizing One pager review with technical team and submitting the final version on time for P2 raised by application team or on DC outages.
- Organizing RCA review for problem manager with CVC team.
- Tracking regional KPIs and preparing the ad hoc reports.
- Organizing SLA service credit review with Customer and business management team to get it signed off.
- Organizing Daily operations review call with operations team.
- Attending calls with multiple suppliers like Vodacom, Bharti, Zscaler, Singtel, TCL/TTSL etc.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
Capacity Manager
British Telecom
06.2018 - 12.2019
- Provide feedback on the effectiveness and end-to-end Capacity Management Process workflow to the Capacity Management Account Process Lead.
- Identify & deliver key Capacity Management improvement initiatives.
- Provide regular management reports which include current usage of resources, trends and forecasts.
- Represent CTS in our cross divisional Capacity Steering Committee and contribute to strategic development of Capacity Management across the organization.
- Provide recommendations to leadership for strategic vision, process development, monitoring reports, performance measurement, and tool selection.
- Manages special projects and performs other duties as assigned.
- Manages the development, approval, and implementation of capacity plans and models, including strategic plans.
- Awarded by Star award by British American Tobacco Client.
Subject Matter Expert (SME) - Incident Management
British Telecom
10.2014 - 06.2018
- Supported Nestle’s network as a Second line engineer.
- Acting as a shift lead for the team.
- Task delegation and equal workload sharing between team members.
- Effectively managing Incidents Lifecycle. Handling the reporting and analysis of the incidents.
- Closure of incidents by diagnosing the faults in incident reports via BMC Remedy.
- Awarded by R&R award in British Telecom.
Sr. Network Engineer
Aricent
01.2012 - 10.2014
- Role is to troubleshoot the Live Network Issues of ISP’s and business clients.
- I got Best Performer Award for meeting all the KRA's and exceeding customers’ expectation in Aricent ltd.
- Awarded by Snap Award for being the best performer in Aricent ltd.
Systems Engineer
Infosys Limited
03.2011 - 07.2011
- Worked as systems Engineer.
- Got trained on all networking concepts like OSI, TCP/IP, Subnetting, VLAN, VTP and STP.
Education
B.Tech - Computer Science & Engineering
PDM College of Engineering
01-2010
higher school education -
D.L D.A.V Model School Pitampura
01-2006
Completed secondary school education - undefined
D.L D.A.V Model School Pitampura
01-2004
Skills
- IT Service Management (ITSM)
- ITIL v4 framework
- SIAM foundation
- Incident management
- Problem management
- Change management
- Service Desk & Ticketing Tools
- ServiceNow
- Jira Service Management
- SLA & KPI Management
- Monitoring & reporting
- Ensuring compliance
- Process Improvement & Automation
- Workflow optimization
- Continuous service improvement (CSI)
- Root Cause Analysis (RCA)
Additional Exposure
Got experience to work closely with client, as part of this went to on-site for a Business meet in Sydney, Australia in year 2020.
Personal data processing
I hereby declare that the above information is true and correct to the best of my knowledge and belief.
Timeline
Customer Success Manager
Orange Business
08.2022 - Current
Customer Success Specialist
British Telecom
04.2021 - 08.2022
Customer Service Manager
British Telecom
12.2019 - 04.2021
Capacity Manager
British Telecom
06.2018 - 12.2019
Subject Matter Expert (SME) - Incident Management
British Telecom
10.2014 - 06.2018
Sr. Network Engineer
Aricent
01.2012 - 10.2014
Systems Engineer
Infosys Limited
03.2011 - 07.2011
Completed secondary school education - undefined
D.L D.A.V Model School Pitampura
B.Tech - Computer Science & Engineering
PDM College of Engineering
higher school education -
D.L D.A.V Model School Pitampura