Selected work
Complex problems. Clear systems. Measurable progress.
Every engagement begins with a different business, team, set of constraints, and definition of success. These examples show how thoughtful operational design can improve both the work and the experience it creates.
Some client names and identifying details are withheld to protect confidentiality. Outcomes shown are specific to the engagement described and are not guarantees of future results.
01Telehealth customer experience + operations
Rebuilding speed, clarity, and accountability inside a growing telehealth operation
A fast-growing telehealth company needed stronger coordination across customer support, provider review, pharmacy fulfillment, escalations, policies, and daily decision-making.
- Response time: 12+ hours to approximately 2 hours
- Resolution time: 7 days to approximately 4 hours
- 98% of provider visits completed within 24 hours
- Critical delayed-order backlog stabilized and cleared
Read the case study →02Telehealth launch infrastructure
Designing the customer-experience foundation for an emerging telehealth brand
The engagement turned scattered requirements into a connected build plan for conversations, ownership, AI, human review, medical routing, quality, and compliance-conscious communication.
- Brand voice and service framework
- AI-versus-human responsibility model
- Support-platform configuration requirements
- Escalation, QA, and service-level design
Read the case study →03Hospitality operations
Connecting daily operations across a growing vacation-rental portfolio
Connected tools and repeatable workflows created greater visibility across more than 24 properties.
- Guest-services and owner-onboarding systems
- Inspection, inventory, and maintenance tools
- Team dashboards and communication systems
- Repeatable property-onboarding process
Read the case study →