Eliza P.

Head of Customer Success @Rareborn Tech

Customer Success and Support:• Successfully reduced churn by 65%, implementing tactical initiatives to enhance key metrics and KPIs.• Established and led a world-class customer service department, consistently exceeding client expectations.• Optimized client retention through enhanced engagement strategies, including Social Media promotions, How-To videos, and tutorials.• Developed and maintained department production/performance standards aligning with company goals, resulting in a 45% increase in departmental efficiency.• Collaborated with cross-functional departments to ensure customer satisfaction and alignment with policies and goals.• Executed long-term goals for customer support and tactical initiatives for urgent needs.Project Management:• Reduced production time by 30% through the development of interdepartmental systems and procedures for product development.• Directed overall planning, organizing, directing, and delivery of projects, meeting client expectations and business needs.• Established work plans and multi-disciplinary staffing, ensuring successful completion of projects.• Conducted testing and troubleshooting for all changes made by developers.