Case Studies
Three programs that represent the type of work I do: complex, cross-functional, and delivery-focused. Each one is structured around the problem, my approach, and the outcomes achieved.
Led a global content optimisation initiative to improve internal knowledge efficiency for Customer Service Associates worldwide. The goal was to reduce contact handling times by lowering “Time-on-Page” metrics, while improving content quality and lowering operational cost.
Leveraging Gen-AI, the program delivered measurable efficiency gains, and generated ~$1.2M in annual operational savings.
A publishing platform failure caused widespread navigation breakdowns across Amazon’s global Customer Service knowledge base, disrupting associate workflows at scale.
I led a time-critical effort to identify the true scope of impact, stabilise operations, and implement automated remediation, restoring platform reliability and preventing recurrence.
An ongoing global content accessibility remediation program was at risk and senior management pressure was increasing. I was brought in mid-program to take ownership, diagnose the causes of delay, re-baseline resourcing, and recover execution.
Despite the challenging scenario, I was able to bring it back on track and ultimately deliver one month ahead of the original schedule.
