At Eversend (Fintech):
Customer Support Overhaul | Early-Stage Fintech
The Situation:
The support team had no documented processes. Every agent handled complaints differently, response times were inconsistent, and there was no escalation framework.
What I Did:
Conducted a full CX audit, mapped the support journey, created a tiered escalation SOP, and built response templates and a tracking system in Notion.
The Result:
<aside> 🤩
Built a high-performing customer support team from the ground up.
Reduced first-contact resolution time by 30%.
Boosted CSAT by 25% </aside>
At LendaStack (Fintech – Lending Infrastructure) Startup
The Situation:
As the company scaled its B2B lending platform, customer issue reporting and resolution lacked a standardized structure. Enterprise clients often reported issues through multiple channels, creating back-and-forth communication between Support, QA, and Engineering, which slowed down resolution and impacted the overall customer experience.
What I Did:
Led improvements across customer success and product operations by introducing structured processes for issue reporting, escalation, and cross-team collaboration. I designed SOPs, created a client issue reporting guideline, and implemented clearer workflows for tracking bugs, client requests, and operational issues.
I also partnered closely with product, engineering, and finance teams to ensure client feedback translated into actionable insights for product improvements and smoother feature rollouts.
The Result:
<aside> 🤩
Built scalable customer success processes, including success plans, churn indicators, and engagement frameworks.
Created clearer visibility into client pain points and product performance, enabling better internal decision-making.
Improved collaboration between Support, QA, and Engineering, reducing back-and-forth communication.
Reduced issue resolution time by 30% through structured escalation and bug-management workflows. </aside>
Product Management Experience: