Goal:
To analyze Prosperr.io’s B2C customer operations and identify key operational bottlenecks, scalability issues, and CX gaps, then propose practical fixes to improve onboarding, fulfilment quality, retention, and operational efficiency.

Tools & Technologies used:
Process Mapping · Customer Journey Analysis · Ops Funnel Breakdown · SLA Frameworks · Automation & Rules-Engine Thinking · CRM & Lifecycle Ops Design

What I did?

Mapped the end-to-end B2C operating flow: acquisition → onboarding → advisory delivery → support → retention.

Identified core operational challenges including:

Heavy seasonality (July spike) overwhelming experts and support

High onboarding drop-offs and manual fulfilment

Inconsistent advisory quality due to lack of standardization

Weak lifecycle engagement beyond annual tax filing

Diagnosed root causes across process design, tech fragmentation, expert dependency, and poor early activation.

Proposed ops-first fixes, including:

Lite → Full onboarding to reduce friction

Complexity-based case segmentation (automation vs expert review)

Standardised advisory templates and QA checkpoints

Gig-based expert capacity for seasonal load

Year-round engagement loops to improve retention and LTV

Challenges and learning:

Understanding how small operational inefficiencies compound into CX issues at scale.

Learning to balance compliance accuracy with automation in a fintech ops setup.

Gained clarity on how customer operations directly drive retention, NPS, and cost efficiency.

Result/Outcome:
Delivered a B2C customer operations improvement blueprint that:

Reduces expert and support overload

Improves onboarding completion and advisory consistency

Smoothens seasonal demand

Shifts the product perception from one-time filing to continuous tax optimisation

This demonstrated my ability to diagnose ops problems, design scalable fixes, and think like a Founder’s Office / Ops generalist.

Keywords: Founder's Office Strategy, Business Operations & Operations Strategy, Market & Competitive Analysis, Growth & GTM Strategy, Cross-Functional Execution & Program Management, Data-Driven Decision Making.