Here are some real-world examples of how I’ve helped businesses build stronger customer relationships, improve service quality, and drive customer satisfaction. Each project showcases my approach, tools used, and measurable outcomes.

PROJECT 1

Designed a Proactive Onboarding Journey to Drive Early Wins for New Clients.

When I joined the team, we were seeing a clear pattern: new clients were excited during the sales process but quickly lost momentum within the first two weeks. Many weren’t activating key features, and some even churned before experiencing value. It became evident that our onboarding process was too reactive, generic, and disengaged.

My mission was to redesign the entire onboarding flow into a proactive, personalized experience that would drive early adoption, increase engagement, and reduce churn without overwhelming the client.

The Strategy: Meet Them Before They Need You
Rather than waiting for users to ask for help, I wanted the onboarding to feel like we were already a few steps ahead of them. Every moment had to feel intentional from the first login to their first success.

I broke the onboarding into five clear stages:

1. Instant Welcome and Human Connection (Day 0–2)

As soon as a client signed up, we triggered an automated yet warm welcome email, giving them a sense of what would happen next.
The real standout was a personalized welcome video I recorded for every new client, using their name and business context. In just 90 seconds, I introduced myself as their point of contact and walked them through what they’d see in the platform. Clients loved the human touch, it immediately broke the "software wall." I also sent a Calendly link so they could book a kickoff call at their convenience. No chasing.

2. Kickoff Call: Aligning on Goals, Not Just Features (Day 2–5)

The kickoff wasn’t just a walkthrough, it was a discovery session. I asked about their specific goals, pain points, and what success looked like to them. This helped me map a custom onboarding plan that I sent right after the call, a clear roadmap with milestones tied to their use case.

We even opened a private Slack channel for high-value clients to ensure instant collaboration. This removed friction, kept them engaged, and made them feel like a partner, not just a user.

3. Activation & First Win (Day 5–14)
This is where the magic happens or doesn’t. I knew if we didn’t get them to their first moment of value within the first week, we were at risk of losing them.

So I created interactive in-app walkthroughs, prioritized based on their goals. I also monitored daily usage data through Mixpanel and set up alerts for inactivity. If someone stalled, I didn’t wait, I sent a short Loom video saying:

“Hi , I noticed you haven’t tried [Feature X] yet. Want a quick walkthrough?”

This small proactive touch dramatically improved feature adoption.

When they completed their first milestone, I sent a congratulatory email, a mix of celebration and subtle nudge toward the next step.

4. Enablement & Training (Day 14–30)

Once they were engaged, I invited the broader client team to a training session and shared a library of cheat sheets, video tutorials, and a full-feature knowledge base.

But I didn’t stop there.

I also started a weekly “Power User Tips” email series, bite-sized, non-overwhelming insights to help them discover features that even our older customers missed.
Around this time, I sent out a feedback form asking:
“How would you rate your onboarding experience so far?”
It gave us insights, and more importantly, it showed we cared.

5. 30-Day Success Review & Expansion Prep
At Day 30, I scheduled a Success Review Call. By then, we had data to show them:

Usage trends
ROI milestones
What features were underutilized

On this call, I reviewed their original goals, highlighted wins, and gently introduced what’s next, integrations, new features, or plan upgrades.
And to close the loop? I sent a “Onboarding Complete” certificate, plus a thank-you note to their team.

The Results

Time-to-first-value: Under 7 days (previously 14+)
30-day activation rate: 92%
Customer Satisfaction (CSAT): 4.8/5 average
Churn reduction within first 60 days: Down by 35%
Upsell-readiness flags: Happening ~15 days sooner

Skills & Tools

Customer Journey Mapping
Lifecycle Automation (IHubspot)
Personalized Video (Loom)
Product Adoption (Userpilot, Mixpanel)
Success Planning & Playbooks
Feedback Loop Management
Stakeholder Communication

PROJECT 2

Streamlined Customer Escalation Process During Peak Season

During EX-STOCK Canada's high-traffic anniversary sales period, our support team faced a surge in escalations across live chat, email, and social media. The lack of a defined escalation framework, unclear ownership, and absence of SLAs led to delayed resolutions and poor customer satisfaction.

To address this, I designed and implemented a 3-Tier Escalation System within 72 hours. This included:

Tiered issue classification with clear ownership and SLA timelines
A visual escalation flowchart embedded in Zendesk macros and Slack
A real-time Slack #escalation-desk for Tier 2–3 case handling
A SLA Tracker Dashboard built with Google Sheets + Zapier
An Agent Empowerment Playbook for faster Tier 1 resolution

Key Results:

Escalation response time reduced from 22 hrs to 5 hrs
Resolution time dropped from 3 days to <24 hrs
CSAT rose from 3.9⭐ to 4.6⭐
Manager-free closures increased from 18% to 67%

Skills Showcased:

Process improvement, SLA management, Zendesk optimization, real-time communication, agent training, and crisis leadership.

This project reflects my ability to drive operational excellence under pressure while delivering scalable, customer-centric support solutions.

MY APPROACH TO REPLYING CUSTOMERS AND TEMPLATES.

1. I Listen Deeply Before I Reply

Before responding, I carefully read between the lines of the customer’s message:

What are they really saying or feeling? (Is it frustration? Confusion? Disappointment?)
What is the main concern vs. secondary emotion?
Are they asking for something, or just needing reassurance?

This matters because a thoughtful response starts with thoughtful attention.

2. I Structure My Replies for Clarity & Flow

I follow a structured writing flow that ensures professionalism and emotional intelligence.

Reply Structure:

Warm Acknowledgment
“Thank you for reaching out” or “I appreciate you bringing this to our attention.”
Empathy + Reassurance
“I completely understand how frustrating this must be.”
“I’m truly sorry for the inconvenience this has caused.”
Clarity & Specific Answers
“Here’s what happened...”
“I’ve looked into your order, and here’s what I found…”
Solution or Next Steps
“Here’s what I’ve done for you…”
“I’ll personally follow up within 24 hours.”
Reinforce Trust
“Please know that we’re fully committed to resolving this for you.”
“We value your experience and are here to make things right.”
Polite Closing
“If there’s anything else you need, just let me know.”
“Warm regards,” or “Kindly,”

3. I Adapt My Tone to Match the Situation

Friendly and cheerful for general inquiries or compliments
Calm and sincere for complaints
Confident and factual for disputes or policy explanations
Reassuring and warm for delays, damages, or product/service issues

I always write in complete, respectful sentences, no jargon, slang, or abbreviations unless it mirrors the customer’s tone and comfort.

4. I Use the Positive Language Technique

Instead of saying:
“We can’t process your refund because it’s past the window.”

I would say:
“While the refund window has passed, I’d be happy to explore a solution that still works for you, perhaps a store credit or replacement.”

This keeps the door open and shows effort even when saying “no.”

5. I Respond Promptly, But Never Rush Replies

I acknowledge within minutes or hours, depending on the channel (chat, email, social).
But I don’t sacrifice thoughtfulness for speed.
I keep the customer informed:
“I’m still working on this and will get back to you with a full update in the next [X time].”

6. I Document Every Interaction Clearly

Every internal note is professional, factual, and complete.
I tag conversations appropriately for future reference and analysis.
This helps the team and builds continuity across touchpoints.

7. I Treat Every Customer as Human, Not a Ticket

Even if it’s a $10 order or a $10,000 account, I believe every customer deserves:

Respect
Clarity
Dignity
Timely resolution
Because behind every message is a real person with an expectation and my job is to not just meet it, but to exceed it.

EMAIL TEMPLATES

Refund Acknowledgement

Post delivery
follow up.

KNOWLEDGE BASE

When I first joined as a Customer Success Lead, our support team was drowning in repetitive questions. Agents were exhausted, and customers were frustrated by wait times. I knew we needed a Knowledge Base, but not just any collection of FAQs, a living, breathing library that solved problems before they hit our inbox.

So, I started by shadowing top agents, noting every "Can I pick your brain?" moment. I grouped repeated issues into categories and used real ticket data to prioritize what mattered most. Then came the tone, I made sure every article sounded like a human, not a manual. Friendly, clear, and direct.

Next, I built a feedback loop: agents could flag outdated content in one click, and customers could rate helpfulness. Every month, I’d review the analytics, retire what didn’t work, and add what customers searched but couldn’t find.

Our ticket volume dropped. Resolution time shrank. And best of all, agents finally had breathing room to focus on complex cases. That’s how I build Knowledge Bases: rooted in reality, guided by data, and written like a conversation.

HOW I REDUCED CHURN RATE AT RED CASTLE TECHNOLOGY

At Red Castle Technology, customer churn was quietly eroding revenue, particularly 4–6 months post-onboarding. I joined the Customer Success team with a mission to reduce churn, increase retention, and turn “quiet exits” into lasting loyalty.

My Strategy & Execution

1. Churn Diagnosis
Conducted a churn analysis by segmenting users by revenue tier and support history. Key insight: customers who hadn’t used core features or contacted support within 45 days were 3x more likely to churn.

2. Proactive Risk Management
Created a Churn Risk Playbook and weekly Watchlist, triggering a 3-step re-engagement sequence:

Personal check-in email or Loom video
Free mini strategy session
Tailored success roadmap based on goals

3. Retention Incentives
Proposed and implemented:

10% loyalty discounts for 6+ month users
20% off annual plans to increase commitment
A flexible Pause Plan for clients with temporary budget issues

Also trained the team on empathetic, value-driven messaging.

💼 Skills Demonstrated

Customer churn analysis
Success planning & lifecycle automation
Retention offer design & negotiation
Stakeholder buy-in
Customer communication (email, Loom, live calls)

This project matters because it shifted Red Castle from reactive churn handling to proactive relationship building proving that thoughtful intervention and personalized value can directly impact retention and revenue growth.

CRM WORKFLOW OPTIMIZATION USING GORGIAS

At Posh Affair, we were drowning in repetitive support queries - “Where’s my order?”, “How do I return?”, “My discount code isn’t working.” Each agent was typing responses from scratch or hunting for past replies. It was costing us speed and consistency.

I jumped into Gorgias and noticed we had over 40 outdated macros, half unused, many untagged, and none mapped to actual ticket trends. So I ran a 7-day tag analysis and found that 62% of tickets fell into just five categories.

I rebuilt our macro library around those five categories. But instead of long-winded replies, I created modular macros short, tone-friendly snippets that adapted based on channel (email vs. live chat). I also added dynamic fields like {{customer.first_name}} and {{order.status}} to personalize at scale.

Then came automation: I set up Gorgias rules to auto-assign, tag, and apply the right macro for common intents. For example, when the subject line included “tracking” and order status was “fulfilled,” Gorgias sent a friendly shipping update before an agent even touched it.

In one week, first-response time dropped by 53%, agent productivity rose, and for the first time, our CSAT hit 4.9⭐ during a sale period.

This wasn’t just about macros, it was about turning data into workflow, and workflow into delight.

E-COMMERCE STORE MANAGEMENT

When I took over management of our Shopify store, sales were stagnant, bounce rates were high, and customers weren’t coming back. I knew we didn’t just need more traffic, we needed a better customer journey, smarter merchandising, and tighter backend operations.

I started by auditing the entire storefront from homepage to checkout. I rewrote product descriptions to focus on benefits, added lifestyle images, and simplified navigation. Then, I implemented smart cross-sells and upsells using Shopify apps, which immediately lifted our average order value by 23%.

Next, I tackled retention. I created segmented email flows in Klaviyo - welcome sequences, abandoned cart nudges, and post-purchase thank-you emails with personalized product recommendations. This alone boosted our return customer rate by 31% in just two months.

On the operations side, I streamlined our inventory management setting up automated low-stock alerts and syncing our suppliers into Shopify. This reduced overselling issues and brought order errors down by 40%.

I also worked closely with customer support to integrate Gorgias, build macros, and analyze ticket trends. We addressed recurring complaints head-on improving our return policy UX and proactively updating customers during peak fulfillment times. Our CSAT score rose to 4.8⭐.

Finally, I used Shopify Analytics + GA4 to monitor traffic sources and optimize ad spend, shifting budget to high-converting channels and reducing CPA by 27%.

In less than six months, we grew monthly revenue by 68%, doubled our email list, and turned our store into a conversion engine.

I didn’t just manage the store, I made it thrive.

PRODUCT LISTING AND SEO OPTIMIZATION

STORE FRONT AUDITING

Customer SEGMENTATION.

FLOWS AND AUTOMATION

SUPPLY CHAIN PROCESS FLOW CHART

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The Strategy: Meet Them Before They Need YouRather than waiting for users to ask for help, I wanted the onboarding to feel like we were already a few steps ahead of them. Every moment had to feel intentional from the first login to their first success.