Case Studies

Case Studies

Teardown

ALWAYS IN TEARDOWN MODE

ALWAYS IN TEARDOWN MODE

I do teardown naturally. With everything I touched,

I do teardown naturally. With everything I touched.

Apps, Products & Services

Apps, Products & Services

Ride hailing, e-commerce, sales, property management, finance, health tech, logistics, education, aviation, events, B2B software, everyday products, government services, non-profit services, public transportation, hospitals, restaurants, hotels, grocery stores, banks, event venues, coaches, tax professionals

Ride hailing, e-commerce, sales, property management, finance, health tech, logistics, education, aviation, events, B2B software, everyday products, government services, non-profit services, public transportation, hospitals, restaurants, hotels, grocery stores, banks, event venues, coaches, tax professionals

Case studies

Case studies

Contact Center

Contact Center

Hired to build features for agents. Started by understanding the floor. Listened to 2,000 calls, direct data query to database, site visits. Discovered the organization was sitting on a gold mine of customer intelligence

Hired to build features for agents. Started by understanding the floor. Listened to 2,000 calls, direct data query to database, site visits. Discovered the organization was sitting on a gold mine of customer intelligence

Visibility

Visibility

New Mission

New Mission

Startup Operations

Startup Operations

Brought in to bring order out of chaos. First step: understood every function before building the system.

Brought in to bring order out of chaos. First step: understood every function before building the system.

Organizational Baseline

Organizational Baseline

Process Clarity

Process Clarity

Disaster Response

Disaster Response

Deployed to serve. Naturally observed across 6 disasters and multiple roles. Found opportunities to deliver faster, more effectively, better client experience.

Deployed to serve. Naturally observed across 6 disasters and multiple roles. Found opportunities to deliver faster, more effectively, better client experience.

Opportunities

Opportunities

Efficiency

Efficiency

Ride Hailing Driver

Ride Hailing Driver

Drove rideshare to understand the experience from the inside. Observed platform gaps, driver pain points, passenger friction.

Drove rideshare to understand the experience from the inside. Observed platform gaps, driver pain points, passenger friction.

Opportunities

Opportunities

Process Clarity

Process Clarity

Restaurant Operations

Restaurant Operations

Worked as cashier and in the kitchen. Mapped workflows, staffing, customer behavior firsthand.

Worked as cashier and in the kitchen. Mapped workflows, staffing, customer behavior firsthand.

Organizational Baseline

Organizational Baseline

Opportunities

Opportunities

Ombudsman at Nursing Home

Ombudsman at Nursing Home

Advocated for residents by understanding their daily experience, surfacing what wasn't being heard.

Advocated for residents by understanding their daily experience, surfacing what wasn't being heard.

Visibility

Visibility

Right Problem

Right Problem

Systems

Startup Operations

Startup Operations

After tearing down every function, built the operating system in ClickUp. Centralized work, communication, and tracking across all functions.

After tearing down every function, built the operating system in ClickUp. Centralized work, communication, and tracking across all functions.

Centralized System

Centralized System

Process Clarity

Process Clarity

Food Pantry

Food Pantry

Built an Excel/SharePoint/Calendar system for distribution visibility, volunteer coordination, repeatable operations regardless of who shows up.

Built an Excel/SharePoint/Calendar system for distribution visibility, volunteer coordination, repeatable operations regardless of who shows up.

Centralized System

Centralized System

Continuous Improvement

Continuous Improvement

Agile Rituals

Agile Rituals

Set up sprint cadences, standups, retrospectives. Gave teams a way to ship predictably.

Set up sprint cadences, standups, retrospectives. Gave teams a way to ship predictably.

Cadences

Cadences

Accountability

Accountability

Custom Solutions

Custom Solutions

Custom Framework

Custom Framework

9 regions operating independently. Created prioritization framework and regional scoring that unified without flattening local context.

9 regions operating independently. Created prioritization framework and regional scoring that unified without flattening local context.

Framework

Framework

Unified Playbook

Unified Playbook

Task Tracker

Task Tracker

Structured tracking for high-volume follow-ups and deliverables. Automated reminders, interaction logging, and daily digests so nothing slips.

Structured tracking for high-volume follow-ups and deliverables. Automated reminders, interaction logging, and daily digests so nothing slips.

Accountability

Accountability

Centralized System

Centralized System

CRM & Outreach Pipeline

CRM & Outreach Pipeline

Built pipeline systems from first touch to close. Intake stages, automated follow-ups, and a single view of every open opportunity so nothing falls through the cracks.

Built pipeline systems from first touch to close. Intake stages, automated follow-ups, and a single view of every open opportunity so nothing falls through the cracks.

Centralized System

Centralized System

Informed Decision

Informed Decision

Customer Feedback & Advocacy

Customer Feedback & Advocacy

Engaged directly with customers, listened to their experience, closed the loop. Built systems to surface patterns, track resolution, and ensure every customer feels heard, not just surveyed.

Engaged directly with customers, listened to their experience, closed the loop. Built systems to surface patterns, track resolution, and ensure every customer feels heard, not just surveyed.

Visibility

Visibility

Right Problem

Right Problem

Contact Center Agent Reports

Contact Center Agent Reports

Built consolidated performance reports across agent, team, department. First unified view leadership ever had.

Built consolidated performance reports across agent, team, department. First unified view leadership ever had.

Visibility

Visibility

Informed Decisions

Informed Decisions

Website & Product Tracking

Website & Product Tracking

Set up event tracking, conversion funnels, and dashboards that answer specific questions. Actionable signals, not vanity metrics.

Set up event tracking, conversion funnels, and dashboards that answer specific questions. Actionable signals, not vanity metrics.

Visibility

Visibility

Informed Decisions

Informed Decisions

AI & Automations

AI & Automations

Once a process is proven, remove the manual work. AI agents for routine tasks, workflow integrations across tools, automated reporting.

Once a process is proven, remove the manual work. AI agents for routine tasks, workflow integrations across tools, automated reporting.

Efficiency

Efficiency

Scale

Scale

Event Coordination

Event Coordination

Complex multi-stakeholder events with tight timelines. Master timeline, clear ownership, vendor tracking, day-of runsheet.

Complex multi-stakeholder events with tight timelines. Master timeline, clear ownership, vendor tracking, day-of runsheet.

Framework

Framework

Accountability

Accountability

Hiring

Hiring

Structured the full pipeline from sourcing to paid trial. Collaborative scorecards, consistent evaluation criteria, and debrief workflows so hiring decisions are evidence-based.

Structured the full pipeline from sourcing to paid trial. Collaborative scorecards, consistent evaluation criteria, and debrief workflows so hiring decisions are evidence-based.

Culture

Culture

Performance Management

Performance Management