At Avanquest, I own the cancellation and refund moment across an 8-brand subscription SaaS portfolio. I diagnose where refund flows lose revenue and design save offers for different customer types.
I recovered 67% of refund requests with no increase in chargeback rates. I also classified 26 cancellation and refund reasons to help separate true churn from disputes and plan changes.
I built chargeback-defense and dispute-evidence processes for high-risk cases, partnering with Billing and Risk and Acquiring teams to reduce payment defaults. I track refund, retention, and chargeback KPIs and share root-cause findings with CX leadership.
As Customer Retention Supervisor, I built and managed a retention team and developed processes, rebuttal playbooks, and hybrid human-plus-automation workflows that were later adopted company-wide. I also design and iterate AI retention bot save-offer logic and create SOPs and knowledge base standards.
