Case Studies

Context

Applied for Support Manager role at FieldStack, a SaaS retail platform company. I created a comprehensive 90-day implementation plan demonstrating how I would build their support operations from the ground up.

Outcome

Didn't get the role. Sent them the plan anyway. Here's what they missed.

Plan Highlights

• Modular components (flexible, not sequential)
• Team empowerment focus (no hero culture)
• Documentation & training infrastructure
• Metrics framework & data strategy
• Cross-functional collaboration design
• Scalability planning (7→15+ analysts without proportional headcount)

What This Demonstrates

Problem

44% of new agents quit within 90 days. High turnover costs in recruiting, training, and team morale. Leadership was focused on "finding better people" and "more intensive training."

Root Cause Analysis

Training focused on theoretical knowledge vs. actual job requirements. Disconnect between what we taught and what agents needed to succeed. The problem wasn't the people—it was the system.

Solution

• Partnered with Training department for curriculum redesign
• Mapped actual job requirements vs. training content
• Eliminated theoretical fluff, focused on practical skills
• Built feedback loops to continuously improve

Outcome

44% → 25% attrition rate

Lessons

• Root cause ≠ obvious symptom — wasn't about "better people" or "more training"
• Collaboration > dictation — worked WITH Training, not around them
• Measure what matters — attrition is outcome, training quality is input

Problem

Teams constantly escalated issues to leadership. Created bottlenecks, reduced team autonomy, wasted leadership time on routine decisions.

Root Cause Analysis

Teams lacked authority AND tools to solve problems independently. Escalation was safer than ownership. The system incentivized passing problems up rather than solving them.

Solution

• "Agent Ownership" initiative: trained teams to resolve directly
• Eliminated unnecessary escalation pathways
• Provided tools, information, and authority
• Trusted frontline staff to make decisions

Outcome

80% reduction in leadership escalations

Lessons

• Teams didn't need more management — they needed less
• Autonomy requires both capability AND permission
• First-call resolution improved when teams owned outcomes
• Leadership time freed up for strategic work

Problem

Traditional resumes don't demonstrate systems thinking—they just describe it. How do you prove operational capability without just listing accomplishments?

Solution

Build a professional site that IS an operational system—modular architecture, clear dependencies, functional design. The medium demonstrates the method.

What This Demonstrates

Technical Stack