Results across automation, migration, and launch readiness
AI-assisted request drafting
Shift repetitive preparation toward review and approval
- Situation
- Each loosely worded request required rebuilding intake checks, business rules, and data files by hand.
- Approach
- Documented standards, brand facts, and recurring patterns. Built an AI-assisted process that turns source data into requests and data-work files while surfacing missing information as questions.
- Outcome
- Used for four brandwide price changes and the largest annual holiday gift-card promotion, saving an estimated week of work in one month.
300K-record billing migration
Move the data while keeping support operational
- Situation
- Customer billing moved to new database software while the support team continued roughly 10,000 weekly interactions.
- Approach
- Consulted on software customization and managed migration of more than 300,000 records. Applied the approach to membership and data transitions for four acquired locations.
- Outcome
- Billing moved to the new system without stopping support operations, creating a reusable model for later acquisitions.
E-commerce launch
Prepare the channels and the people before go-live
- Situation
- A new e-commerce platform introduced chatbot and live-chat support channels.
- Approach
- Directed the customer-experience workstream, wrote the scripts, trained a team of 35, and prepared five managers to lead through launch.
- Outcome
- Support launched with documented guidance and trained staff; the playbook carried forward to later rollouts.
The throughlineThe platform changes, but the leadership pattern remains consistent: document the system, make ownership clear, build quality into the work, and prepare people before the moment of change.