Selected Case Studies
Every engagement below was grounded in a clear business problem, a practical solution, and a measurable outcome. No company name is listed — confidentiality is a professional standard I hold seriously.
$1M+ Annual Savings
Delivered a rapid 4-week operational assessment of the contact center; analyzed contact demand and outsourcing capacity, identifying workforce management and labor planning opportunities.
Outcome: $1M+ annual cost reduction delivered in 4 weeks
$11B Divestiture
Designed and implemented end-to-end operating models and governance frameworks for an $11B business unit divestiture under an accelerated timeline.
Outcome: Independent service organization launched on schedule
AI Agentic Strategy
Conducted an organizational maturity assessment and architected a strategic roadmap defining how Agentic AI will work alongside human agents to enhance service delivery.
Outcome: Multi-year AI transformation roadmap with phased ROI milestones
CX Multi-Year
Led a multi-year customer service transformation; established an AI-first service strategy and owned a full CCaaS vendor selection process.
Outcome: Future-state vision adopted and vendor selected for enterprise deployment
QSR AI Roadmap
Led a field-first operational assessment of the franchisee contact center ecosystem with side-by-side observational research to architect an AI-forward roadmap.
Outcome: Phased AI roadmap with clear ROI targets and delivery milestones
Gov Readiness Assessment
Assessed organizational readiness and staff maturity for a large public-sector contact center preparing to migrate to a cloud platform.
Outcome: Maturity assessment and adoption readiness framework delivered to executive team