Amanda Meadows
Business Operations | Simplifying messy workflows
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Portfolio Note: This case study reflects work I completed during my professional employment. Because the original materials and systems are proprietary, the project has been recreated for portfolio purposes using generalized terminology and original visuals. No confidential, customer, or proprietary information is included.
I supported the remediation phase of a large, high-priority compliance initiative involving thousands of affected customer accounts. My role was to help translate the broader project plan into operational execution by securing dedicated investigator capacity, coordinating their day-to-day work, and serving as a liaison between the investigators and the overall project lead.
I secured three investigators who dedicated several hours each day to the remediation effort, provided ongoing support and guidance, helped resolve questions and blockers, and assisted with communications and testing as the work progressed. The remediation phase was successfully completed, correcting the affected accounts and bringing them back into alignment with compliance.
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Portfolio Note: This case study reflects work I completed during my professional employment. Because the original materials and systems are proprietary, the project has been recreated for portfolio purposes using generalized terminology and original visuals. No confidential, customer, or proprietary information is included.
I led an initiative to document and standardize seven core Standard Operating Procedures (SOPs) for a high-risk investigations team. As both a team lead and subject matter expert, I mapped the existing workflows, documented process steps and decision points, and used peer review from fellow team leads to validate accuracy and alignment.
The completed SOPs created a more consistent foundation for investigators while still allowing for professional judgment in processes that were not always black and white. They also gave the audit team a reliable source of truth to streamline and align audit questions with how the work was actually performed.
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Portfolio Note: This case study reflects work I completed during my professional employment. Because the original materials and systems are proprietary, the project has been recreated for portfolio purposes using generalized terminology and original visuals. No confidential, customer, or proprietary information is included.
I was selected to lead a high-priority operational cleanup initiative involving six legacy work queues containing thousands of unresolved cases. The work required more than clearing a backlog—the queues needed to be fully decommissioned so new work could no longer enter them.
I first clarified the scope and success criteria, then created a tracking structure to organize the work and monitor outcomes. I reviewed and dispositioned approximately 4,000–5,000 cases, determined whether each should be closed or transferred, removed obsolete routing paths, and partnered with the content team to update or retire related knowledge articles.
The project resulted in the successful elimination of all six legacy queues and their associated routing paths. I completed the initiative approximately six weeks ahead of the fiscal-year deadline. The cleanup aligned case routing with current team ownership, eliminated obsolete work from operational reporting, and allowed the team to focus its attention on the queues and responsibilities it actively managed.
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Portfolio Note: This case study reflects work I completed during my professional employment. Because the original materials and systems are proprietary, the project has been recreated for portfolio purposes using generalized terminology and original visuals. No confidential, customer, or proprietary information is included.
A customer support workflow relied on a multi-tier escalation process before a request could even reach the team responsible for resolving the issue. If the customer reached an agent who knew the correct escalation path—and stayed engaged long enough to complete it—it could take 1–2 days just to submit the request and up to approximately 7 days for resolution.
I redesigned the intake workflow to allow 500+ frontline agents across all business units to submit requests directly through an existing internal tool. I partnered with Operations, Engineering, Product, and Data teams to design and launch the solution, including prepopulated customer information, duplicate-request prevention, and real-time request status visibility.
The new workflow removed unnecessary escalation steps, expanded access across the organization, and reduced the estimated customer journey from approximately 7 days to 2 days—a ~70% reduction in wait time—without requiring changes to the downstream investigative process.
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