Tooling / built in-house
The leadership portal
Leading a team had turned into a scavenger hunt across a dozen scattered spreadsheets, documents,
and half-remembered links. So I leveraged AI and built the thing that should have existed: a single web-based portal
pulling every leadership tool into one place, so a supervisor finds what they need in seconds
instead of asking someone who might not be on shift.
- Consolidated coaching, review, reporting, and reference tools into one interface
- Removed the tribal-knowledge tax on anyone stepping into a leadership role
- Designed, built, and maintained without a development team
People development
Coaching people past the role
Weekly one-on-ones with every direct report, and they are not status meetings. They are where
someone tells me what they actually want, where they are stuck, and what they are afraid they
cannot do — and where we build the plan to get past it.
- Development plans built around the person’s goals, not just the org chart
- Peer-led gap training: team members identify their own skill gaps and teach the sessions
- Feedback framed as a challenge to grow into, not a deficiency to defend against
Process improvement
Turning a failing operation around
Inherited a queue operation in its worst year on record — 32% SLA attainment and customers
waiting days for a first reply. Rather than pushing harder on people already working hard, I built
the framework that had been missing: clear ownership, visible priorities, real handoffs, and
coaching tied to what the data showed.
- SLA attainment from 32.3% to 76.3% in one operating year
- Average first reply from 68.9 hours to 5.5 hours
- Closed a five-year performance gap between two teams to under one point
Standards & fairness
Making expectations visible
People cannot grow toward a standard they cannot see. I built a shared feedback and review
framework so everyone in a role is measured against the same written expectations — which
makes praise credible, criticism fair, and advancement something you can work toward.
- 35-point standardized feedback library covering the full scope of the role
- Agent performance tracker scoring and ranking productivity for data-driven coaching
- Narrative reviews written to be useful to the person, not merely defensible
