RITESH KAPILA
Moncton,NB
Summary
Customer Success and Account Management professional with over 10 years of experience delivering exceptional customer experiences across real estate, telecommunications, banking, and hospitality. Recently returned to Canada after a successful tenure as a Client Relationship Manager in India. Proven expertise in customer retention, relationship management, and driving long-term value for high-net-worth clients. Seeking remote Customer Success or Account Manager roles where I can leverage my background in escalation handling and revenue growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Client Relationship Manager
Nextroof Realtor
Noida
11.2023 - 02.2026
- Client Success: Managed a diverse portfolio of high-net-worth clients, providing end-to-end guidance through the property acquisition and investment lifecycle.
- Relationship Building: Developed and maintained long-term relationships with clients and developers to ensure repeat business and high satisfaction scores.
- Account Management: Conducted site inspections and strategic consultations, acting as the primary point of contact to resolve client concerns and facilitate smooth transactions.
- Market Insights: Leveraged data-driven research to provide clients with insights on residential and commercial portfolios, helping them make informed investment decisions.
- Managed department call volume of 350+ calls per day and coordinated department schedules to maximize coverage during peak hours.
- Produced and implemented customer satisfaction guarantee program which directly resulted in 28% increase in sales.
- Directed 18-person team of customer service personnel while helping front-line team members work effectively with over 8-10 daily customers.
Customer Success / Technical Support Specialist
Rogers Communications
Moncton, NB
01.2019 - 01.2023
- Performance: Managed high-volume customer interactions while maintaining strong satisfaction and quality scores.
- Technical Resolution: Resolved complex technical issues involving internet, TV, and connectivity with high first-call resolution rates.
- Retention: Increased customer retention through effective communication and targeted upselling of services.
- Leadership: Coached new hires and improved overall team performance through active knowledge sharing.
- Resolved 35+ technical support inquiries per day.
Operations Supervisor
KFC
Moncton, NB
01.2019 - 01.2019
- Supervision: Managed daily operations and staff performance to ensure high service standards and customer satisfaction.
- Completed bi-weekly payroll for 14 employees.
Operations & Customer Experience Manager
Rock House Slider
Kuwait
01.2016 - 01.2019
- Strategy: Led customer experience strategy and daily operations, improving team productivity and service delivery standards.
- Enhanced customer satisfaction through tailored feedback collection and analysis.
Client Relationship Advisor
ICICI Bank
India
01.2013 - 01.2016
- Client Management: Managed financial client relationships and resolved service issues efficiently to ensure total customer satisfaction.
- Managed department call volume of 50+ calls per day and coordinated department schedules to maximize coverage during peak hours.
Education
B.A. - International Hotel Management
University of West London
UK07.2010
Skills
- Strategic: Customer Success, Account Management, Client Retention, Relationship Building
- Operational: Escalation Management, KPI Management, Problem Solving, Process Improvement
- Technical: CRM Systems, Technical Support, Sales & Upselling, Market Insights
- New hire onboarding
- Customer complaint resolution
- Research and due diligence
Certification
AWS Certified Cloud Practitioner (2021)
Languages
Hindi
Native or Bilingual
Timeline
Client Relationship Manager
Nextroof Realtor
11.2023 - 02.2026
Customer Success / Technical Support Specialist
Rogers Communications
01.2019 - 01.2023
Operations Supervisor
KFC
01.2019 - 01.2019
Operations & Customer Experience Manager
Rock House Slider
01.2016 - 01.2019
Client Relationship Advisor
ICICI Bank
01.2013 - 01.2016
B.A. - International Hotel Management
University of West London