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.