Results, charted
Before-and-after changes from projects I led or analyzed. The charts animate as you scroll to them.
Measured change
Major incident response
Hagerty call center
Supercar quote transfers
Hagerty, moved from a simple form to an integrated system
High performance vehicle quotes
Hagerty, found with SQL and tracked in Tableau
Call center issue triage
Hagerty, ServiceNow dashboards and Slack integrations
Contract management automation
Gordon Food Service, ServiceNow Flow Designer
Quality control checks
Nexteer Automotive internship
Rates I hit
These are outcomes measured as a rate rather than a change.
Integration success rate
Supercar quote transfers
User satisfaction
Monthly release updates, Hagerty
Impacted members called back within 2 hours
Major incident playbook
Missing member emails collected in year one
Email collection reminders
How I got these
The same habits each time: find the real problem with the business, baseline it with data (often SQL and Tableau), write requirements with developers, run UAT with real users, and measure again afterward. The method behind it is Lean Six Sigma (DMAIC).