Case Study: Building Website Professional Services
Overview
As the Website Specialist, I created and managed a new paid service offering (Website Professional Services) from scratch. I developed end-to-end processes, pricing structures, and tracking systems while managing all client requests as a solo contributor.
Challenge
The company lacked a structured or monetized approach to website services. Projects were inconsistently managed, creating inefficiencies, lack of visibility, and missed revenue opportunities.
Approach
- Conducted market research to benchmark competitors’ pricing and service tiers.
- Designed tiered packages aligned with client needs and revenue goals.
- Built workflows and SOPs across Confluence, Zendesk, and SharePoint.
- Developed an Excel-based tracking system to manage project statuses and requests.
- Created a strategic pitch deck advocating for service expansion and scaling.
- Applied AI diagnostics to solve process and technical issues (e.g., email delivery, ticketing automation).
Impact
- Established a replicable, revenue-generating service line.
- Improved client experience with standardized workflows and visibility.
- Demonstrated ability to translate stakeholder needs into actionable business strategies.
Case Study: AI-Assisted Problem Solving Across Roles
Overview
Across multiple roles, I applied AI tools to diagnose and resolve technical and process challenges, generating actionable insights that supported internal teams, improved workflows, and uncovered opportunities for efficiency gains.
Challenge
Teams faced recurring technical errors and inefficient workflows that slowed productivity. Traditional escalation often led to delays, with fixes deprioritized by engineering. These included:
- CRM emails failing DKIM verification.
- Zendesk triggers misfiring and overwriting initial client communications.
- Jira prioritization misuse, where agents overused “highest” priority.
- Content generation bottlenecks in SaaS implementations.
Approach
- Applied AI-driven diagnostics to email headers, uncovering DKIM body hash mismatches and identifying that Lofty’s system was altering email content post-signing.
- Ran AI troubleshooting for Zendesk triggers, identifying workarounds to prevent template macros from replacing initial client emails.
- Flagged Jira prioritization misuse, proposing new classification guidelines and escalations.
Impact
- Produced actionable technical recommendations (some escalated to engineering teams for review).
- Prevented client communication breakdowns by identifying Zendesk workarounds.
- Demonstrated the ability to bridge business, technical, and AI tools to solve complex problems quickly and effectively.
Case Study: Stakeholder Communication & Business Case Development
Overview
While leading Website Professional Services, I identified the need to scale beyond a one-person operation and developed a business case for expansion. I created a strategic pitch deck that reframed website services as a revenue-generating business line and clearly communicated the opportunity to executives. This case study highlights my ability to translate operational success into a persuasive business case, supported by market research, tiered pricing models, and stakeholder-focused visuals.
Challenge
The company lacked a scalable structure for website services and had no clear strategy for monetization or resource allocation. While I had proven the service model could work as a one-person team, growth required leadership buy-in and a clear articulation of revenue opportunities.
Approach
- Conducted market research on competitors’ service tiers and pricing to establish benchmarks.
- Designed tiered service packages aligned with both client needs and revenue growth opportunities.
- Created visual mockups and process diagrams to illustrate scalability.
- Structured a pitch deck framing the opportunity in business terms: potential revenue, resource requirements, and risk mitigation.
- Presented findings to leadership, tailoring communication for both technical and sales stakeholders.
Impact
- Demonstrated ability to translate operational work into strategic value for leadership.
- Positioned Website Professional Services as a scalable, revenue-generating business line, rather than an ad hoc offering.
- Showcased skills in stakeholder communication, business case development, and strategic planning, core to a Business Analyst role.