Key Achievements
Key Achievements
These are the deeper project stories: what the situation was, what I designed or led, how the solution worked, and what changed because of it.
End-to-end migration of a customer service team off a legacy system onto a modern, automated platform designed for operational speed and scalable growth.
Why it mattered
The customer service team was working on an outdated legacy platform that required manual workarounds, siloed data from the rest of the business, and offered zero visibility into operational performance. They needed a system that reduced friction while giving leadership the data required to understand our operations.
What the work involved
A solo-built customer feedback platform designed to capture immediate post-visit CSAT signals, connect them to operational and customer data, and give the business a scalable survey capability without relying on an expensive external SaaS product.
Why it mattered
The business needed to move beyond delayed, limited NPS-style measurement and introduce a simpler, more actionable feedback loop. We wanted customers to respond while their experience was still fresh, connect that feedback to existing contact and service data, and give managers live visibility into issues they could correct in the moment.
What the work involved
An enterprise-wide learning and onboarding transformation that introduced a dedicated LMS, redesigned onboarding by role, and automated compliance and admin processes across a workforce of more than 5,000 employees.
Why it mattered
Before this work, learning and onboarding were fragmented, manually managed, and highly dependent on local spreadsheets and inconsistent processes. The business lacked enterprise visibility over training completion and compliance risk, and there was a clear opportunity to make learning a more structured and engaging part of the employee experience from day one.
What the work involved
A full redesign of the business continuity and disaster recovery operating model, supported by a custom incident management app and integrated communications workflows for executive leadership.
Why it mattered
The existing continuity plan was outdated, overly complex, and not embedded in day-to-day leadership practice. During incidents, communication was fragmented, responsibilities were unclear, and decision-making was slow when it mattered most.
What the work involved
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