Selected work

Case Studies

Company

Series D ed-tech company working to scale a 1:1 tutoring offering

Problem

Despite normally achieving "inbox zero," the customer support team had a sudden backlog of 10,000 open Zendesk tickets and didn't know what was causing it.

Diagnostic Tools

  • Reviewed existing processes

  • 1:1 interviews

  • Analyzed available data

  • Read sample tickets

Solutions

  • Implemented a categorization system for ongoing visibility into ticket topics

  • Created real-time dashboards so key metrics could be consistently monitored

  • Instilled a culture where metrics were reviewed & discussed daily to prevent spikes

  • Consistently communicated to senior leaders throughout project to instill confidence and improve morale

Company

Series D ed-tech company working to scale a 1:1 tutoring offering

Problem

Despite normally achieving "inbox zero," the customer support team had a sudden backlog of 10,000 open Zendesk tickets and didn't know what was causing it.

Diagnostic Tools

  • Reviewed existing processes

  • 1:1 interviews

  • Analyzed available data

  • Read sample tickets

Solutions

  • Implemented a categorization system for ongoing visibility into ticket topics

  • Created real-time dashboards so key metrics could be consistently monitored

  • Instilled a culture where metrics were reviewed & discussed daily to prevent spikes

  • Consistently communicated to senior leaders throughout project to instill confidence and improve morale

Company

Luxury vacation rental company in Joshua Tree, California

Problem

The CEO decided to leave the company, and its founders were scared that all employees and clients would leave once the news became public.

Diagnostic Tools

  • Anonymous surveys

  • 1:1 interviews

  • Observed team meetings

  • Reviewed org chart & job descriptions

Solutions

  • Crafted and executed a multi-step communications plan

  • Reframed the change as an opportunity to take on more responsibility

  • Re-designed the organization structure by promoting high performers

  • Coached newly-promoted managers through the transition

Company

Luxury vacation rental company in Joshua Tree, California

Problem

The CEO decided to leave the company, and its founders were scared that all employees and clients would leave once the news became public.

Diagnostic Tools

  • Anonymous surveys

  • 1:1 interviews

  • Observed team meetings

  • Reviewed org chart & job descriptions

Solutions

  • Crafted and executed a multi-step communications plan

  • Reframed the change as an opportunity to take on more responsibility

  • Re-designed the organization structure by promoting high performers

  • Coached newly-promoted managers through the transition