Case Studies
Two defining moments. Real problems, real constraints, and results that speak for themselves.
Building an Entire LOB from Zero — 60% to 97% CSAT in One Month
A team, a queue, and a blank page. Nothing else.
I was asked to pilot a new escalation line of business — Technical Resolutions Support — handling repeat callers who had already been failed by standard support. I was given 12 agents and one instruction. No call flow, no playbook, no SOP, no QA rubric. I reported directly to the client.
A full operating system — designed and live in under two weeks.
I diagnosed the core problem: agents were treating symptoms, not causes. I designed a 3-Stage Diagnostic Framework (AAA Phase: Acknowledge, Align, Assurance), wrote the complete Playbook, built the call flow, co-developed QA rubrics, and introduced the ETA behavioural standard (Empathy Through Action) with a 3-Strike accountability rule.
4 Accounts to 16 — Turning Brand Insight into a Growth Engine
Four brands. Four different markets. One week to learn them all.
After onboarding, I was assigned four accounts with different scopes — home improvement (PPC & SEO), a premium bag seller (PPC only), a health brand (full service: SEO, design, PPC, catalogue), and an automotive supplies brand (SEO only). In Week 1 I didn't touch a single campaign — I studied each brand: their market, competitors, and how they appeared outside the platform.
One pattern. One solution. Backed by data.
After two weeks, progress had stalled on three of the four accounts. I went back to my research and noticed one thing: only one brand had a complete Brand Story — and it was the only account improving week on week. That wasn't a coincidence. I ran market basket analyses, pulled competitor benchmarks, and built the case. I also identified that all four brands were missing a growing social commerce channel I knew well from my own work as a TikTok affiliate and UGC creator.
Presented to all four clients. All four said yes.
I presented both the Brand Story recommendation and the TikTok/UGC strategy with full data support. All four clients agreed. Within weeks my performance was noticed at a senior level — when a Brand Manager resigned, my director didn't recruit externally. She expanded my portfolio from 4 to 16 accounts based on the results I'd already delivered.