As Head of Customer Experience & Sales at Teachme.to, I inherited a sales operation that lacked structure — leads were handled inconsistently, conversion rates were low, and there was no standardized playbook or formal handoff process between sales and customer experience. After assessing the existing team's performance, I supported the difficult call to replace the sales representatives and rebuild the operation from the ground up with standardized workflows, clear accountability, and a sharper focus on customer experience.
To fix this, I developed comprehensive sales and customer support playbooks covering discovery, consultative selling, objection handling, refunds, and customer communication. I optimized our GoHighLevel (GHL) lead routing system to improve lead distribution, follow-up consistency, and response times, and trained the new team on a consultative sales approach. I also introduced a structured handoff process between Sales and CX to ensure customers experienced a seamless journey from first contact through post-sale support.
The impact was significant and fast: within months of rolling out the new playbooks, team structure, and operational processes, conversion rates jumped from roughly 20% to 40–60%, and monthly revenue grew 30–40% month over month. Critically, these gains held steady even as the company aggressively expanded into new cities, proving the operating model could scale without sacrificing execution quality. Collectively, these improvements helped Teachme.to surpass a $1M ARR run rate within a year.
