Where the work landed.

Streamlining the documentation process

8 days

Reduced draft-stage timelines by eight days and accelerated overall project delivery.

Collecting comprehensive input from all key stakeholders during development of a new project's specification document.

A BA and PM ran stakeholder workshops with Copilot capturing input in real time, producing a draft specification document as the direct session output, reviewed and approved before handoff to the technical team.

A clearly documented business requirements artefact that fed directly into more accurate, reliable functional specifications.

Automating administrative tasks in a medical clinic

And stronger patient engagement.

Admin staff burdened by labour-intensive scheduling, manual patient documentation and physician referral correspondence - driving operational inefficiency and bad-debt risk.

Implemented a tailored practice management system with automated scheduling and an integrated pre-payment module, deployed AI-enabled clinical scribe technology for structured notes and referral letters, and introduced automated SMS reminders with autonomous follow-up booking.

Streamlined administrative workflows that free up time for deeper doctor–patient engagement.

Automating email responses for an energy sector client

40%

Faster email response time, plus measurable gains in consistency and customer satisfaction.

Agents handling high volumes of customer emails faced slow response times, inconsistent tone and variable quality - impacting handle time and customer satisfaction.

Deployed an AI-driven email assistant built on Einstein Automation, tuned for tone, consistency and accuracy, and scaled to support around 12,000 emails a month inside the agent workflow.

An AI-drafted reply embedded in the agent workflow, reviewed and sent by the human.

A clean Jira operating model, from a messy start

100+

Legacy tickets migrated into a coherent, documented operating model - designed in-house, in days, and ready for engineering to slot into.

A sprawling, ad-hoc Jira - many views, no system, a legacy backlog - needed to become a deliberate model spanning intake, discovery and delivery.

Proposed a three-layer intake → discovery → delivery architecture, configured the JPD board end to end, defined routing for features, tasks, bugs and escalations, and built a triage-first migration plan for 100+ legacy tickets.

A full JPD board spec, routing rules, migration plan and reusable ticket templates - ready for engineering to run with.

Strategy - and the prioritisation engine that runs it

A strategy whose logic is explicit, and a prioritisation engine that holds up under scrutiny.

Define the strategic spine - north star, metrics, vision - and turn it into a repeatable monthly mechanism that ranks initiatives against the goals.

Stress-tested the candidate north star and metrics, applied an input-vs-outcome framework to tidy the metric set, and built a weighted scoring sheet as a live Excel model - catching a mismatch between stated goals and actual weighting before the presentation.

A validated north star, a reworked metrics layer, and a live prioritisation scoring sheet leadership uses monthly.

Embedding 'Working Backwards' as a discipline

A rough brief becomes a polished, on-method PR-FAQ - without scaling the effort.

Adopt Amazon's PR-FAQ method as the standard way to frame every initiative, and make it low-friction enough to use consistently, at scale.

Drafted full press releases and FAQ sets from rough product briefs using the Working Backwards structure, and built a reusable one-page PR-FAQ slide template on the team's design system.

Multiple PR-FAQs, FAQ question banks, and populated one-pagers - produced on a standard template every time.