Sylvia Adidi

Developed a 90-day recovery plan for an 800-employee retail chain facing an NPS drop from +38 to +5. Closed the champion gap via targeted stakeholder outreach. Automated a Customer Recovery Playbook using Zapier + HubSpot. Restored 100% store participation; projected 160% increase in weekly logins

Designed a 45-day onboarding journey for a luxury skincare brand’s e-commerce transition. Conducted a Success Readiness Assessment and built a 12-month $50K revenue roadmap. Mitigated churn risk with a proactive inventory risk register and structured communication cadence

Manage a diverse portfolio of retail accounts, driving product adoption and account expansion. Serve as technical point of contact, resolving blockers and improving user satisfaction. Use CRM data to track account health and inform product feedback.

Developed brand identities and storytelling strategies to boost engagement and loyalty. Aligned marketing content with customer success goals cross-functionally.

Identified and qualified high-fit B2B leads, managing early customer journey stages for long-term retention. Optimized lead hand-off workflows for seamless account transitions

Managed high-stakes customer interactions, resolving complex needs through tailored solutions early groundwork for customer success and retention strategy. Implemented performance monitoring systems that improved engagement and cut onboarding/checkout time. Trained a team of 5 on efficiency and accuracy standards, strengthening service delivery and customer satisfaction outcomes

Provided technical and administrative support to clients, resolving inquiries with clear communication and timely follow-up through foundational experience in customer onboarding and issue resolution that later shaped my CSM approach.

Completed IT Support training with a focus on customer service support and call center operations.