SCROLL
Transforming global customer interactions.
INTRODUCTION
I'm a customer-obsessed leader & champion of CX excellence.
ABOUT
Transformative Leadership: Driving CX Excellence for 8 Years.
With over eight years of transformative leadership, I’ve led CX-centric teams to excellence by pioneering AI-enhanced support for 25+ million users globally. My expertise lies in building empowered, high-performing teams and leveraging technology to elevate the customer experience. Through strategic initiatives and innovative solutions, I’ve fostered cultures of continuous improvement and customer advocacy, aligning team efforts with business goals to drive unparalleled customer satisfaction.
ACHIEVEMENTS
CX Wins: My Journey Unfolded
Eight years in, and it’s been a ride! From leading global support heroes to rolling out the coolest AI solutions, my path’s been all about making big waves in customer experience. Check out these highlights
25M Users Delighted
Elevating Global CX Satisfaction
High eNPS Leader
Innovation Drive
AI Integration Maestro
AI Enhancement Leadership
Global Talent Architect
Remote Team Excellence
25M
Users Delighted
High eNPS
Leader
AI
Integration Maestro
Global
Talent Architect
Experience
Remote
2021 — Present
User Happiness Manager
Visme
2018 — 2021
Head of Support
Leading the charge on global CX transformation projects, with a focus on CSAT to drive change and achieve excellence at every customer touchpoint.
Explandio
2016-2018
Customer Support Manager
Boosted performance metrics by fostering strategic initiatives and robust collaboration frameworks.
Project Highlights
Transforming Experiences, Delivering Results
Immersive Solutions
ELEVATE: RETHINKING SAAS PLATFORM SUPPORT
As the lead consultant of this project, I was brought to lead the initiative "Elevate: Rethinking SaaS Platform Support," aimed at enhancing the customer support processes for a digital learning platform. The project focused on identifying and addressing core challenges faced by the support team, optimizing response times, improving collaboration between the Help Center and Support teams, and implementing churn reduction strategies. By introducing specialized roles, cross-functional synergy, and continuous learning frameworks, I contributed to significant improvements in the overall CX and support efficiency.
More
As a senior CX consultant with a decade of experience, I was
engaged by CloudFlow, a growing SaaS company providing project management tools, to address critical challenges in user retention and engagement. Over a four-month period, I led a comprehensive CX transformation initiative that touched every aspect of the customer journey.
My role encompassed:
- Conducting an in-depth CX audit to identify key pain points and opportunities
- Developing and implementing strategies to reduce churn and increase feature adoption
- Redesigning the onboarding process and support systems
- Introducing gamification elements to drive user engagement
- Establishing cross-functional collaboration to embed a customer-centric culture
- Creating feedback loops and a customer advisory board for continuous improvement
This project not only resulted in significant improvements in key metrics such as churn rate, feature adoption, and NPS, but also positioned CloudFlow as a CX leader in the SaaS industry. The strategies and frameworks implemented continue to drive CloudFlow's success, showcasing the long-term impact of strategic CX consulting.
Customer Experience Chronicles
Step into the world of CX through my lens — My Insights and strategies to transform your approach to CX.
CONTACT
Let's Connect & Collaborate!
Want to boost your CX? Email me at ardin@cxlead.co or connect with me on LinkedIn — Let’s make things happen!.