Leading Online Learning Company serving Latin America, US, Turkey, and Russia - $100M Rev
Owned and managed company-wide project roadmap and quarterly timeline based upon business priorities and strategic resource management.
Led implementation of all product and process improvements including quick wins, the creation of upsell products, customer service product changes, and usage-based customer improvement strategies.
process and project leadership
Designed and automated within Salesforce.com all business processes throughout the customer lifecycle including sales, sales recovery, service, collections, retention, renewal, and finance back office.
Led team of process excellence managers, project managers, and customer experience personnel to manage all process and technical projects from objective through development and implementation.
customer journey and feedback
Created customer journey, product effectiveness analysis, full activity data collection model, and customer data set for predictive analytics regarding churn.
Created full complement of customer feedback mechanisms and daily management of responses back to customer or into continuous improvement activities - NPS, Service Cases, Inbound and Online Chat Satisfaction, Cancellation.
Designed full product refresh of desktop and mobile applications including product structure and UI/UX.
Designed and implemented improved customer activation and onboarding process.