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.