Projects
These are some of the projects I'm most proud of completing in my professional career so far.
Case Management Mobile App
We handle a wide range of cases in animal control, and I kept running into situations where I’d finish a call only to later find out the resident or pet had prior related cases that would’ve changed how I handled it. The only way to check case history was digging through paper files at the office, which wasn’t realistic in the field, was extremely inefficient, and created safety concerns, especially when dealing with repeat issues or residents with extensive histories. To fix this, I designed and built a mobile case management app using Microsoft Dataverse and Power Apps. I created a relational database linking residents, addresses, pets, and case history, allowing officers to quickly search and retrieve prior incidents by multiple criteria. I also streamlined data entry with auto-populated fields and preloaded all town addresses to prevent duplicates and maintain consistency.
I also built out detailed case views that include incident summaries, involved parties, outcomes, and attachments such as citations, quarantines, intake records, and photos.
This gave us immediate access to complete case histories in the field, significantly reducing time spent searching records while improving decision-making, safety, and overall efficiency when responding to calls.
Incident Ticket Creation Automation
One of the biggest pain points for the vendor support team at Staples was the long and tedious manual process of repeatedly creating ServiceNow incident tickets for our vendor users. By collaborating with several cross-functional teams including the vendor support and ServiceNow teams we implemented new site functionality in Staples Exchange that empowered our vendor users to create their own ServiceNow incidents. By deep diving into the main categories of incidents we created a process flow within Staples Exchange that captured all the required data for a ServiceNow incident, automated the creation of the incident ticket and forwarded the ticket to the appropriate team. This saved thousands of man hours per year and freed the support team to work on higher-value initiatives.
Vendor Portal Migration
The vendor portal migration project will always hold a special place in my heart as the project that turned me into a Product Owner. I was brought in mid-project to provide training support for the vendors as the functionality was rolled out to the new website. I created training documentation, video tutorials, and held open office hours. As the main point of contact for our vendors they quickly turned to me to voice concerns and highlight areas of opportunity. In my relentless pursuit of customer satisfaction these comments did not fall on deaf ears. I began meeting regularly with the Product Owner to review issues and come up with solutions. Without even realizing it I was taking on the role of an Associate Product Owner. I became the subject matter expert of the new vendor portal, sending out project timelines to stakeholders, planning site enhancements, partnering with the development team to clarify asks, monitoring project progress and so much more. In the end I trained and migrated over 10,000 users onto the new portal.
Check out one of my video tutorials here.
Tealeaf Dashboard Implementation
While working as an eCommerce Operations Analyst for the Staples Advantage team, I quickly realized our system and processes did not allow us to resolve or troubleshoot issues without engaging our B2B customers to replicate their problems. I knew this was not a good customer experience and often ran into push back from users who did not have the bandwidth to troubleshoot with us. I brought my concerns to my manager who informed me that several years prior she had integrated Tealeaf on the Staples Exchange site and suggested this tool might help with troubleshooting. Initially, I used Tealeaf to monitor the actions of users that reported issues but I quickly realized the potential of the tool. I spent weeks watching tutorials on Tealeaf and reading up on website analytics. Eventually, I had dashboards created for every product team for Staples Exchange, provided training for the POs of each domain on their dashboards, implemented proactive alert notifications for common site errors, and partnered with support to reduce incident resolution times by about 20%.
