PORTFOLIO
Proven Success Across Industries
I’ve worked with startups, scale-ups, and enterprises, helping them transform their operations, customer experience, and leadership capabilities. Here’s a glimpse into my impact:
Case Study 1:
Reducing Churn & Boosting Retention for a SaaS Company
Client: B2B SaaS Company (Mid-Market)
Challenge: The company was experiencing a 25% churn rate due to inconsistent customer onboarding and poor engagement. Their customer success team lacked a clear framework for proactive outreach.
My Approach:
✅ Developed a Customer Success Playbook with structured touchpoints
✅ Implemented a data-driven churn prediction model to identify at-risk accounts
✅ Trained the team on proactive engagement strategies & objection handling
✅ Revamped the onboarding process, reducing time-to-value for new users
Results:
📉 Churn dropped from 25% to 12% within six months
💰 Customer lifetime value (LTV) increased by 30%
📈 Renewal rates improved by 40%
🎯 NPS score jumped from 52 to 74
Key Takeaway: A structured customer success framework combined with data-driven insights can drastically reduce churn and increase long-term revenue.
Case Study 2:
Scaling Customer Support from Reactive to Proactive
Client: High-Growth E-commerce Startup
Challenge: The company was drowning in support tickets due to rapid growth. Response times were over 48 hours, and customer satisfaction (CSAT) was below 70%.
My Approach:
✅ Designed a self-service knowledge base, reducing unnecessary tickets
✅ Implemented a tiered support model, optimizing response times
✅ Launched AI-powered chat automation to handle FAQs
✅ Introduced customer feedback loops to continuously improve service
Results:
⏳ Average response time dropped from 48 hours to 6 hours
💡 Support ticket volume reduced by 30% due to self-service adoption
📊 CSAT score improved from 68% to 92% in three months
🚀 Support team efficiency increased by 45%
Key Takeaway: Strategic automation, knowledge management, and process optimization transform customer support into a proactive, high-impact function.
Case Study 3:
Leadership & Confidence Coaching for a VP-Level Executive
Client: VP of Customer Experience at a Fintech Company
Challenge: The client struggled with imposter syndrome despite leading a high-performing team. They lacked confidence in executive-level meetings and decision-making.
My Approach:
✅ Conducted 1:1 mindset coaching to break limiting beliefs
✅ Developed a high-impact executive presence framework
✅ Provided personal branding & communication training
✅ Created a 6-month leadership growth plan
Results:
💼 Promoted to SVP within 9 months
🎤 Became a keynote speaker at industry conferences
📈 Increased confidence in executive decision-making by 80%
💪 Successfully led a $10M business transformation initiative
Key Takeaway: Confidence and leadership presence aren't just personality traits—they're skills that can be developed with the right coaching and strategy.