Delayed-shipment protocol
Authored a regional protocol outlining the information, communication, and follow-up needed when a shipment was delayed.
The questions behind the work.
I have years of experience in customer operations, coordinating complex requests, documentation, exceptions, and follow-through. This portfolio shows how I have extended that experience through analytics, CRM workflow design, and continued practice.
WHAT SHAPED THE WORK
Small details rarely stay small.
An outdated instruction, incorrect quantity, missing approval, or unclear owner can affect the customer and several downstream teams.
My professional experience taught me to check where information came from, keep exceptions visible, and make the next action easier to follow. After leaving my role, I used fictional data I could share publicly to explore those same operational questions through Excel, SQL, Power BI, and CRM workflow design.
The official process matters. So does understanding how information, influence, and decisions actually move through the work.
That became the foundation for these projects: organize the record, check the calculation, show what remains uncertain, and avoid claiming more than the evidence supports.
EXAMPLES FROM PROFESSIONAL EXPERIENCE
Practical improvements developed around recurring operational needs.
AnswerForce decision script
Wrote a scenario-based script for common caller questions so the answering service could route requests consistently when reception was away from the desk.
Kronos cleanup for Workday
Maintained and reviewed the master spreadsheet used to identify title, reporting-structure, duplicate, and record issues during Workday preparation.
These examples describe work I completed; no measured time or cost savings are claimed.
HOW I APPROACH THE WORK
I want someone else to be able to follow how I reached an answer—and to see where the information is missing, conflicting, or still uncertain.
Start with the record.
Check where the information came from, when it was updated, what each row represents, and how the number was calculated.
Keep contradictions visible.
If two records disagree, show the difference instead of choosing the cleaner answer.
Ask the missing question.
Sometimes the most useful result is the question that still needs an answer.
TECHNICAL RANGE
The tools behind the work.
I separate the tools I use most comfortably from the ones I have used in projects, certification work, and continued practice.
MOST HANDS-ONExcel
Pivot tables, lookup formulas, conditional formatting, reconciliation, and structured review workbooks.
PROJECT + CERTIFICATION USEPower BI · Tableau · Salesforce · HubSpot
Used in self-directed projects, certification work, and guided practice with reports, customer records, and workflow concepts.
SUPPORTING USE OF AIStructure · troubleshooting · testing
Used to help structure fictional data, troubleshoot code, and test presentation options. I chose the operational questions, checked the calculations, and set the limits on what the work claims.
PROJECT-BASED ANALYSISSQL · DAX
Used in the portfolio for multi-table analysis, defined measures, and reconciliation checks against source totals.
WRITING
A personal perspective.
One reflection on convenience, AI, psychology, and the difference between a polished answer and an understood one.
I’m interested in work that makes the next step clearer.
I’m especially interested in customer operations work that brings stakeholder needs, CRM systems, analytics, and practical automation together. The goal is to reduce repetitive work so people have more time for the conversations, decisions, and follow-through that matter most. I’m open to customer operations, business analyst, operations analytics, and CRM support roles—remote or Huntsville-area.
In customer operations, I coordinated complex requests, documentation, exceptions, and follow-through across customers and internal teams. I saw how one missing detail or outdated record could create extra work for everyone involved. These projects show how I would organize and check that information using fictional data I can share publicly.