Open to opportunities

Jasmine Kaur

@jasminekaur3

Message

Customer Success leader driving retention and loyalty for B2B SaaS clients.

India

Message

What I'm looking for

I seek a customer-success role in a growth-oriented SaaS company where I can lead retention, improve onboarding, and drive loyalty using analytics and cross-functional collaboration.

I am a Customer Success professional with 7+ years of experience across B2B SaaS, CRM, customer service, and loyalty programs serving markets in the US, Canada, EMEA, APAC, and India.

At Capillary Technologies I deliver SaaS support with a 95% resolution rate, 98% satisfaction, and 100% client retention, and I drove a 35% sales increase and 20% satisfaction boost through loyalty initiatives.

Previously I resolved high-volume customer queries at Amazon with strong CSAT and FCR metrics, supervised retail operations to grow sales and productivity, and performed QA analytics to reduce errors and rework.

I am pursuing an MBA with a focus on International Business Management & Business Analytics and hold certifications in data analysis and Excel; I combine analytical rigor with cross-functional collaboration to improve onboarding, reporting, and client outcomes.

Experience

Work history, roles, and key accomplishments

Current

Senior Executive – Customer Success

Current

Capillary Technologies

Jul 2022 - Present (3 years 2 months)

Delivered SaaS support across EMEA, India, and APAC with a 95% resolution rate and 98% satisfaction; drove 35% increase in sales and 20% boost in satisfaction through loyalty programs and proactive account management.

Customer Success Loyalty Programs Onboarding Salesforce Jira Data Analytics Cross Functional Collaboration

Customer Service Associate

Amazon

Sep 2020 - Jul 2022 (1 year 10 months)

Resolved 100+ customer queries daily for US/Canada with 95% CSAT and 90% FCR, handled 87% of escalations, and mentored new hires to improve onboarding efficiency.

Customer Support CSAT Mentoring Remote Support CRM Escalation Management Communication

Retail Supervisor

Madame

May 2018 - Aug 2020 (2 years 3 months)

Supervised a 5-member team, increasing productivity by 20% and achieving 30% sales growth through upselling and customer-focused operations management.

Team Supervision Sales Growth Upselling Inventory Control Scheduling Operations Management Customer Service

Junior Analyst – Quality Assurance

eClerx Services

Feb 2017 - Apr 2018 (1 year 2 months)

Conducted QA checks achieving <1% SLA error over 12 months, created dashboards that reduced rework by 20%, and led quality initiatives that improved satisfaction by 25%.