Your team is growing faster than your processes. I build the workflows that close the gap.

Context

A regional brokerage kept marketing assets and resources across several platforms. New-agent onboarding was handled inconsistently.

What I did

• Coordinated a staged migration of marketing assets and resources from Basecamp to Canva over one month.
• Wrote a reference guide showing where every resource lives after the move.
• Built an onboarding checklist covering shared resources, email signatures, agent web pages, marketing collateral, key contacts, and core systems.

What changed

• Agents have a centralized resource library and reference guide, so they can find marketing materials on their own.
• The checklist and guide gave agents a consistent reference point instead of informal guidance.

Lesson

A checklist built for newcomers helped existing staff as well, so I now design for the widest likely audience.

Context

While reviewing client accounts at a home care agency, I found four to five clients with no caregiver assigned. The path from first contact to caregiver assignment wasn't consistently documented.

What I did

• Reviewed client records to find where clients were falling through.
• Built a checklist that guides the team from first contact through caregiver assignment.
• Turned an informal sequence into documented stages, each with an owner.

What changed

The team works from one shared path instead of individual memory. Client details stay out of the checklist so it can be shared safely.

Context

A ride-hailing company's corporate accounts team managed about 100 business clients on service level agreements (SLAs). As customer retention manager, I saw renewals slipping past their dates. CRM records were updated inconsistently, so no one could say with confidence which agreements were current.

What I did

• Built one central tracker listing every client's SLA with its start and end dates.
• Set a renewal flag one month before each end date, giving the team time to reach the client and renew.
• Used the tracker as the single place to confirm each client record was current, instead of relying on individual CRM habits.

What changed

• Renewals were planned a month ahead instead of discovered at expiry.
• The team checked one source for SLA status across all 100 clients.
• At-risk agreements surfaced early, while there was still time to act.

Lesson

The renewal dates were in the contracts all along. What was missing was one place that showed them early enough to act.

Context

Intake, assignment, tracking, and status updates for marketing orders were manual. As volume grew, orders stalled and nobody had a clear view of work in progress.

What I did

• Built a ClickUp workspace with a Fulfillment Board and an Order Pipeline view.
• Defined five stages, from New Order to Sent to Agent, with a review and approval step before delivery.
• Added repeatable subtasks per order type and mapped where automation fits: intake routing, assignment, review alerts, and handoff.

Status

Built and ready for pilot. No live orders have run through it yet, so there are no results to report. First metrics to track: turnaround time and orders waiting in review.