📊 Case Studies

🚀 CRM & Billing Integration – Rhino

Challenge: Billing exceptions and lifecycle tracking errors were slowing down revenue operations. Action: I launched and configured CRM + billing integrations, then implemented auditing procedures to monitor performance. Result: Reduced billing exceptions by 10% and improved system uptime, enabling smoother customer billing and reporting.

🤝 Escalation Management – Wonolo

Challenge: Repeat complaints and slow resolution times were hurting customer satisfaction. Action: I redesigned escalation policies, coached support reps, and maintained CRM health with weekly reports. Result: Cut repeat complaints by 20% and improved resolution times, leading to higher CSAT scores.

📅 Workflow Optimization – Lead the Way Fitness

Challenge: Scheduling errors and onboarding delays were affecting daily operations. Action: I streamlined CRM scheduling processes and documented SOPs for coaches and admin staff. Result: Improved scheduling accuracy and reduced onboarding time for new hires, boosting team efficiency.

💳 Transaction Success – WorldRemit (Zepz)

Challenge: Escalated transaction failures were impacting payment success rates. Action: I investigated issues, identified process gaps, and collaborated with compliance, engineering, and customer service teams. Result: Increased payment success rates and reduced rework, strengthening trust with customers and partners.