Case Studies
I lead initiatives that connect AI, systems, and operations to improve customer experience and scale support efficiently. Below are selected examples of impact across automation, systems, and workflow design.
AI & Automation Transformation
Scaling support without scaling headcount
Challenge
Support demand outpaced team capacity, increasing costs and slowing resolution.
Approach
Defined and executed AI and automation strategy across support, including chatbot implementation, workflow optimization, and knowledge alignment.
Impact
- 60% reduction in support cases
- 9-day decrease in resolution time
- Improved CSAT and agent efficiency
- Scaled support without proportional headcount growth
Chat-First Support & Cost Reduction
Replacing call center dependency with real-time support
Challenge
A call center-heavy model and ticket-first workflows created high costs and slow customer interactions.
Approach
Shifted to a chat-first support model by expanding chat entry points, simplifying agent workflows, and enabling real-time resolution over email-based ticketing.
Impact
- 75% reduction in call center dependency
- 12-day improvement in response times
- Increased agent productivity and concurrency
- Lower cost to serve while improving speed
Support Experience Redesign
Improving channel design and customer access
Challenge
Fragmented support channels and poor user experience led to long response times and inefficiencies.
Approach
Redesigned the support website and restructured support channels to improve accessibility, routing, and overall experience.
Impact
- 12-day reduction in response time
- Improved customer experience across channels
- Increased effectiveness of self-service and support flows
Agent Performance & Analytics Framework
Using data to improve team performance
Challenge
Limited visibility into agent performance and inconsistent operational standards.
Approach
Built reporting and analytics frameworks aligned across leadership, defining KPIs and enabling data-driven performance management.
Impact
- 20% increase in tickets handled per agent
- Standardized performance expectations across teams
- Enabled data-driven operational decisions
End-to-End Support System Optimization
Reducing friction across support tools
Challenge
Inefficient tools and workflows created long resolution times and operational friction.
Approach
Led system enhancements across ticketing, chat, phone, and support platforms—streamlining workflows and reducing friction for agents.
Impact
- 9-day reduction in average resolution time
- Improved agent efficiency and system usability
- Strengthened overall support infrastructure
Partner Support Expansion
Building support for a new audience
Challenge
The organization lacked structured support for external partners.
Approach
Led the implementation of ticketing systems and workflows to support partners for the first time.
Impact
- Enabled scalable partner support operations
- Extended support capabilities beyond the core customer base
- Improved consistency and visibility across channels
CRM & Sales Operations Scale-Up
Expanding systems to support growth
Challenge
Sales systems were limited in scope and unable to support organizational growth.
Approach
Expanded CRM usage across departments, optimized workflows, and supported integrations across sales and marketing tools.
Impact
- Increased system adoption across 17 departments
- Tripled overall usership
- Improved alignment across sales operations and leadership
Automation & Workforce Efficiency
Using workflow design to reduce overhead
Challenge
Manual processes and inefficient systems required significant operational overhead.
Approach
Designed and implemented automated workflows and system-driven processes across multiple business functions.
Impact
- Reduced need for 75% of a call center workforce
- Eliminated manual processes across an entire department
- Delivered large-scale efficiency gains within the first months