Selected work.
Demonstration project
A service business resolved customer issues inconsistently, with no defined escalation path, no ownership per stage, and issues reaching the founder before the team could act.
A standardized resolution system: a three-tier escalation framework, an end-to-end workflow with clear decision points, SLA expectations, and closure validation, so issues move consistently, whoever handles them.
This demonstration project illustrates the systems thinking and deliverable style used in real client engagements. The business scenario is illustrative; the consulting methodology is my own.
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The problem was not effort. Resolution failed because ownership, escalation thresholds, and the meaning of "resolved" were never made explicit.
WHAT I RULED OUT
The obvious fixes were more training or a new ticketing tool. Neither would have worked. The team already knew how to resolve issues, and a new tool would only have tracked the same unclear handoffs faster. What was missing was an owner at each stage and an agreed meaning of "resolved."
Demonstration project
Lead Intake & Qualification System
A service business handled leads inconsistently: different questions, different quotes, site visits by habit, and prices promised before the information to support them existed.
Lead intake is the organization's first operational decision system. It failed because qualification, information, and authority were never made explicit, so every lead relied on individual judgment.
An intake system: three decision domains (qualify, inform, assess risk), a clean operating path, and pricing authority with a defined escalation rule.
Lead Intake Workflow
Lead Intake SOP
The decision logic, routing, and exception handling behind the intake system.
The procedure a team member follows to run the intake system day to day.
Click the image to view the full SOP
This demonstration project illustrates the systems thinking and deliverable style used in real client engagements. The business scenario is illustrative; the consulting methodology is my own.
Click the image to view the full workflow
Click the image to view the full case study
The obvious fix was a call script or a standard price sheet. Either would have made conversations look consistent while the real gap stayed open: no one had defined when a lead qualifies, what information is enough to quote, or who can approve a price outside the standard range.
WHAT I RULED OUT