Impact
From Strategy to Tangible Growth
Real impact happens when fragmented systems are aligned with clear objectives. Whether transforming a cost center into a revenue engine or evolving a niche operation into a global fraud defense unit, the goal is always the same: sustainable, scalable growth. These examples demonstrate a consistent track record of building scalable infrastructure that drives tangible financial and reputational impact.
Startup Scaling & Customer Engagement: Building the infrastructure to support hyper-growth. A Series D sustainable water technology company lacked the customer success framework needed to scale. I utilized internal listening posts and product data to prioritize high-impact opportunities, then deployed a global CRM (HubSpot) to streamline inquiries and track service times. Crucially, I recruited and built a customer-first team across the US and Malaysia to support a global user base.
The Result: Secured executive buy-in to launch a dedicated 5-person team. Designed cross-functional processes linking sales, technical service, and support to ensure end-to-end satisfaction. Established key performance drivers, including NPS and time-to-service, transforming customer support from a cost center into a growth engine.
Global Customer Success Standardization: Turning fragmentation into a unified competitive advantage. Following a major organizational restructuring that merged US and International teams, significant service gaps emerged. I led the initiative to listen across borders, identifying pain points and aligning strategies with customer development feedback. By building a comprehensive roadmap across talent, capabilities, and process, I secured funding for critical quick wins and long-term investments.
The Result: Doubled "Recommend to a Friend" scores over three years, significantly boosting Net Promoter Score (NPS). We drastically reduced service cycle times and implemented automation capabilities across top markets, delivering a seamless, easy-to-use experience for customers globally.
Integrated Vendor Partnership & Lead Generation: Building a high-velocity engine to fuel franchise growth. To unlock new revenue streams for a 200-location franchise network, I designed and launched a centralized vendor platform to manage inbound and outbound lead flow. The critical challenge was speed: converting warm inquiries into service appointments before competitors could intervene. I established a dual-channel dialing strategy, authored comprehensive training manuals and call flows, and defined rigorous vendor performance metrics to ensure accountability and quality.
The Result: The initiative increased contacted leads by over 200% and drove a 50% surge in store volume for initial service appointments. By optimizing the intake process, we improved first-contact resolution rates by 100%, transforming the vendor partnership into a primary driver of franchise revenue and customer acquisition.
Credit & Fraud Global Operations: Innovating risk management to protect revenue. Facing a surge in first-party fraud, the organization needed to evolve a niche operation into a robust, multi-site global team of 70. I leveraged internal expertise to standardize processes and training, partnering with compliance to ensure regulatory alignment. I designed a redundant launch strategy across a low-cost proprietary site and experienced US teams, while influencing risk models to reduce false positives and protect good customers.
The Result: Delivered over $100M in loss avoidance in Year 1 through innovative fraud detection capabilities. By Year 2, we optimized the footprint by reducing redundancy and shifting talent to offshore locations, significantly lowering operational expenses while maintaining security.
Now Booking Projects: Email me at tasha@trk.solutions