Performance Consulting

Challenge

A request for $51K in external project management training was submitted to address high ticket resolution times. Initial analysis suggested a possible skills gap, but the actual root cause wasn't clear yet.

What I Built

Cross-system root-cause analysis across multiple tools
Standardized documentation practices and workflows
Consolidated project tracking into a single system
Targeted enablement resources to drive adoption
Employee goals designed to reinforce adoption.

Impact

$51K in unnecessary training spend avoided
$80K in productivity gains
Customer NPS up 40%
Improved operational clarity and consistency.

How It worked

I analyzed workflows across Salesforce, Microsoft Project, and HubSpot and found that fragmentation and inconsistent documentation, not a skills gap, were the actual root cause. Instead of training, I standardized workflows and documentation practices, consolidated tracking into a single system, and established clear expectations and accountability.

Result

Performance improved through process clarity, not training, avoiding unnecessary cost while still delivering measurable gains.

Page updated

Report abuse