Customer Success & Revenue Retention Projects
Revenue Retention & Churn Reduction Initiative
Context
In a high-volume subscription environment, I supported users at critical decision points (cancellations, billing issues, dissatisfaction) where clear communication and fast resolution directly impacted revenue.
What I Did
- Managed email, chat, and phone support using Salesforce, Talkdesk, Jira, and Slack
- Wrote and optimised retention-focused email templates and sequences to address cancellation requests
- Personalised responses using customer history, behavioural cues, and lifecycle stage
- Executed sensitive account actions, including cancellations, refunds, and compliance requests
- Collaborated with Finance to resolve payment discrepancies and refund issues via Moto
Impact
- Maintained 95%+ CSAT while handling high daily volumes
- Converted cancellation requests into continued subscriptions, directly contributing to retained revenue
- Awarded Top Gangstar (2x) for exceptional performance and revenue impact
Multi-Channel Support & Escalation Management
Context
Supported customers across multiple channels while maintaining SLA compliance and consistent quality during peak periods.
What I Did