01
CX Strategy & Retention Lift
Challenge: High churn and low product adoption after initial launch across residential customer segments.
Action: Led psychographic segmentation and CX audit. Re-designed upsell campaigns aligned with behavioral data and partnered with analytics to optimize targeting, value propositioning, and pricing.
Outcome: Increased product adoption, improved customer lifetime value, and transformed churn-prone audiences into high-retention growth channels.
02
Retail Strategy & CX Design
Challenge: Launching a new mobile product category with fragmented systems and unclear retail experience flow.
Action: Defined the customer journey, mapped retail UX, and operationalized sales and support across digital and retail channels. Re-purposed new and existing tools to unify CX across touchpoints.
Outcome: Delivered cohesive CX across 70% of mobile volume. Successfully launched Cox Mobile with scalable systems and strategic clarity.
03
Customer Experience Turnaround
Challenge: Took over the highest-traffic retail store at a telecom with a negative NPS, low morale, and inconsistent customer experience.
Action: Audited feedback and rep performance to identify friction. Built targeted training, incentives, and real-time coaching systems.
Outcome: Achieved a 77-point NPS lift in one year, with stronger satisfaction, higher upsell revenue, and top-tier sales and service performance.
04
Visual Storytelling & Brand Alignment
Challenge: Disjointed brand assets and unclear founder voice across platforms.
Action: Designed pitch decks, carousel templates, and branded PDFs to align messaging and visual flow.
Outcome: Elevated perceived value (based on customer feedback), improved pitch traction, and created a repeatable content rhythm for founder-led growth.
