Veronica F.

I help SaaS, e-commerce, and service-based businesses improve customer retention, strengthen customer onboarding, and build better customer relationships through proactive Customer Success and customer experience management. My focus is on what happens after a customer makes a purchase or signs up: helping them get started, understand the value of a product or service, overcome challenges, stay engaged, and continue doing business with you. RESULTS FROM MY CUSTOMER-FACING EXPERIENCE - Contributed to a 20% improvement in customer retention through proactive customer engagement and consistent follow-through. - Reduced customer disputes and refunds by 50% by identifying recurring customer concerns and addressing service friction. - Managed 60+ customer interactions daily across email, live chat, and phone. - Maintained 95% SLA compliance while handling customer enquiries and resolutions. - Reduced customer resolution time by 50% through effective issue handling and follow-up. - Supported customer experience operations across 3 Shopify stores. HOW I CAN SUPPORT YOUR BUSINESS 1. Customer Success & Retention - Customer Success Management - Customer Relationship Management - Customer Retention and Churn Prevention - Customer Health Monitoring - Early Identification of Churn Risks - Customer Engagement and Follow-up - Customer Feedback Management 2. Customer Onboarding & Product Adoption - Customer Onboarding Management - New Customer Welcome and Onboarding Communication - Customer Journey Mapping - Onboarding Milestones and Success Plans - Customer Goals and Success Measurement - Product Adoption Support - Identifying Onboarding Gaps and Adoption Barriers 3. Customer Experience & Account Management - Customer Experience Management - Account Management Support - Customer Issue Resolution and Escalation - Customer Communication - SLA Management - CRM Documentation and Account Updates - Customer Feedback and Service Improvement TOOLS & PLATFORMS HubSpot, Intercom, Zendesk, Freshdesk, Gorgias, Shopify, Slack, Monday dot com, Calendly, Zoom, Loom, and Google Workspace. If your business needs someone to improve the customer onboarding experience, monitor customer engagement, identify retention risks, and build stronger customer relationships, send me a "direct message" or "invite" me to your job. I'll respond promptly.