CASE STUDIES

Building a 24/7
Global Support Operation

The Challenge
Enterprise pharmaceutical clients relied on mission-critical IoT software. Downtime wasn’t an inconvenience — it was a risk.

The Approach
I built and scaled a 24/7/365 global offshore support organization. We implemented structured incident management processes, defined escalation protocols, standardized documentation, and introduced KPI tracking tied directly to SLA performance.
Cross-functional alignment between support, engineering, and product became mandatory — not optional.

The Outcome

• 100% SLA compliance

• 50% reduction in engineering and support costs

• 90% team retention

• Improved operational predictability
   

This wasn’t just about support coverage. It was about building operational maturity.

Driving 70% Revenue Growth Across 40+ Collegiate Programs

The Challenge
Athletic programs needed stronger fan engagement and monetization through digital campaigns.

The Approach
I aligned campaign strategy across SMS, social, and digital signage while ensuring compliance (FCC, CTIA, TCPA). We treated engagement as a measurable growth engine — not a branding exercise.
I partnered closely with account stakeholders to identify expansion opportunities and align creative execution with revenue objectives.

The Outcome

• 96% client retention

• 70% average revenue growth

• $300K+ annual expansion per major franchise

Creative worked because it was aligned with performance.

Aligning Product, UX, and GTM Strategy for IoT Platform

The Challenge
An enterprise IoT monitoring product required stronger UX clarity and market positioning.

The Approach
I directed UX/UI strategy while aligning product, marketing, and sales messaging. We simplified user flows, clarified positioning, and ensured internal teams were aligned around a unified value proposition.
This wasn’t a design update. It was a strategic alignment initiative.

The Outcome

• Improved product clarity

• Stronger enterprise positioning

• Better alignment across sales and support

Product experience directly impacts revenue and retention. We treated it that way.