At MedTravel.AI, I built the sales pipeline and customer success function from zero, including the initial client base, playbooks, and workflows. I own the customer lifecycle from onboarding through retention and expansion, and connect customer feedback with product priorities.
At Blue Raven, I lead customer experience operations and rebuilt the escalation path, reducing average resolution time from 4.5 to 2.8 days. I also created a weekly Freshdesk dashboard and standardized workflows; repeat contacts and missed follow-ups fell by 18%, while customer satisfaction rose from 4.2 to 4.6.
