Here's my biggest success story. I worked with a multi-million dollar pediatric dentist's office to improve their front-office team's productivity. I helped take their 100 administrative team which was broken up into 3 sections (Phone team, Check in team, & Check Out team). from unclear operational processes, conflicting job duties, no accountability, and poor customer service to clearly defined job roles and business processes, improved customer service & buy-in from the CEO after seeing how the administrative team impacts their bottom line.

I did this by helping the company clearly define its customer journey & how the team plays a role in this journey. We restructured their processes and procedures & discussed the ways management could hold the team accountable. 

The second client was a Brand Agency who had just gone through a partnership dissolution.  This client came to me to improve the way the delegated to their team of interns. They also came to me to help them create an automated system for their clients to support requests for design work. 

I first helped them improve their team structure. I helped the client clarify job duties for her Operations Coordinator & her Junior Designer. Doing this helped us understand what work she wanted to keep, and what work needed to be delegated to her senior team leaders, and then the interns. Once this was decided, we used Typeform to create a client submission form for work & then the response ended up on a team board in Trello & from there was vetted by the Jr. Designer to decide if she needed to be involved or if it could go directly to the Interns. This saved her about 20 hrs per week from client calls & she used that time to increase the agency's sales.