Completed Projects (Selected Work)
Our selected projects highlight Sheila’s skills and expertise in quality assurance, data analytics, customer experience, and process improvement. Some also highlight her experience building and training teams of associates, then working together to deliver strong performance and meet client goals.
Project #1: E-Commerce and International Luxury Brands Distribution Company
Reviewed customer interactions and satisfaction feedback against quality standards and KPIs to identify service, compliance, and process improvements.
Tasks:
- Evaluated the quality of calls, emails, social media messages, and CSAT/VOC review responses against KPIs.
- Identified compliance risks and violations, and ensured faults were identified and addressed.
- Created and maintained performance reports and dashboards to monitor team performance.
- Suggested changes and improvements to existing KPIs and processes to support team operations.
- Worked with the supervisor on individual performance feedback and coaching for performance
Result:
- Clear performance KPIs and quality guidelines resulted in improved and consistent performance that is above expectations for the whole team
- Tailored improvements and adjustments to KPIs and workflows fitting business needs
- Constantly monitoring QA, CSAT, and compliance checks allowed efficient resolution of poor performance, addressed pain points, and corrected process and compliance issues
- Customers are more vocal about how they appreciate the outstanding customer service: timely responses, clear and professional communication, efficient and correct resolution, ownership of concerns, setting proper expectations, and overall good customer service experience.
Tools/skills used:
Client Feedback:
Project #2: Real Estate Brokerage Company
Analyzed CRM and customer contact data to uncover customer pain points, CSAT drivers, agent performance trends, and process gaps, then shared insights with leadership to guide improvements.
Tasks:
- Exported all needed data from CRMs and customer contact channels.
- Cleaned up and prepared data to be used for various types of analyses.
- Ran various analyses to identify and categorize customer pain points, CSAT dissatisfiers, AHT concerns, agent performance trends, and departmental process gaps.
- Presented insights through data visualization and performance dashboards.
- Discussed insights and initiatives with leadership for process improvements and implementation.
Result:
- Customer pain points, CSAT dissatisfiers, AHT challenges, agent performance trends, and departmental process gaps were consistently identified and presented to leadership.
- Agent performance was regularly monitored: top agents were recognized and commended, and agents who were found with performance challenges and opportunities for improvement were coached, retrained, and performance managed.
- The top customer pain points and CSAT dissatisfiers were addressed by focusing on improving related processes.
- Departmental process gaps were presented to department heads for review and improvement.
- Systems were created, processes were improved, and work tools and CRMs were updated based on business needs, resulting in an uptrend and eventually leading to outstanding customer feedback scores (above 98%) for the customer service team.
Tools/skills used:
Client Feedback:
Project #3: Healthcare Company
Evaluated outbound call quality against KPIs, tracked team performance, and led coaching and calibration to improve consistency and support agent development.
Tasks:
- Evaluated outbound agents’ call quality against given KPIs.
- Created and maintained performance reports to track team performance.
- Suggested changes and improvements to existing KPIs and processes to support team operations.
- Initiated individual and team coaching sessions to improve performance.
- Conducted regular calibration sessions to address QA scoring gaps and variance within the team.
Result:
- Consistent quality performance improvement for the team.
- Through the reports, leadership identified opportunities for improvement.
- Agents were constantly aware of their performance and were provided support to continuously improve and ultimately excel.
- Reports were effectively utilized by the Operations and Training Departments.
- A streamlined process for endorsing agents for coaching and retraining.
Tools/skills used:
Client Feedback:
Project #4 : Fintech/ Blockchain Technology Company
Built and led a team to evaluate 3D NFT assets against client guidelines, coordinating training, calibration, and progress to complete reviews by the project deadline.
Tasks:
- Created a team to evaluate 3D assets (NFTs) based on given guidelines
- Provided regular progress reports and ensured the team completed all targets within the given timeline of the project.
- Conducted client meetings and regular calibration sessions to ensure all team members were aligned in evaluating the assets.
Result:
- Ten quality associates were hired and trained to evaluate the 3D assets based on the given guidelines.
- Progress reports were regularly submitted to ensure all team members were able to complete their targets within the given timeframe.
- All assets were evaluated and finalized before the set deadline of the project.
Tools/skills used:
Client Feedback:
Project #5 : Bookkeeping – Small Business
Organized and reconciled QuickBooks transactions with receipts and bank statements, improving record accuracy and making financial activity easier to review.
Tasks:
- Organized and categorized bank transactions in QuickBooks.
- Matched transactions to receipts and supporting documents, and organized receipts for easier reference and recordkeeping.
- Reconciled bank activity against account statements.
- Identified and flagged duplicate, missing, or unclear entries for review.
- Prepared clear, up-to-date books for the client’s review.
Result:
- Financial records were more complete and consistent.
- Receipts and transactions were organized, making easier to locate and verify.
- Unmatched or unclear items were identified for follow-up and tagged for thorough review.
- The client had a clearer view of their recorded income and expenses.
Tools/skills used:
Client Feedback:
Project #6: Real-Time Social Media Intelligence Monitoring
Monitored public social media and other open-source signals to identify emerging events with potential relevance to investors and government organizations.
Tasks:
- Monitored digital sources for early indicators of developing events, disruptions, and emerging risks.
- Assessed incoming information for relevance, credibility, urgency, and potential impact.
- Cross-checked key details against additional sources when available.
- Distinguished actionable developments from unverified reports, duplicate posts, and general online discussion.
- Drafted concise, time-sensitive alerts with the known facts, source context, and potential implications.
- Updated alerts as situations evolved and new information became available.
- Applied consistent research and escalation standards to support timely review.
Result:
- Relevant developments were surfaced for review earlier in their lifecycle.
- Decision-makers received concise updates that highlighted what was known and why it could matter.
- Clear source context and follow-up updates supported informed monitoring of fast-changing events.
- Filtering and verification helped reduce noise from duplicate or unsubstantiated reports.
Tools/skills used: Client’s Custom Software
Client Feedback:
Project #7 : Marketing Agency
Reviewed marketing assets against brand guidelines, campaign specifications, and KPIs, providing actionable feedback to resolve issues and ensure materials were ready for delivery.
Tasks:
- Checked assets against brand guidelines, including logo use, colors, typography, imagery, and tone of voice.
- Reviewed copy, visuals, and layouts for consistency across channels and formats.
- Verified each asset against the campaign brief, specifications, required messaging, and delivery requirements.
- Checked calls to action, links, disclaimers, and other required details.
- Evaluated whether the creative and messaging supported the campaign’s KPIs and intended audience.
- Documented feedback and recommended revisions for items that needed updates.
- Reviewed revised assets to confirm requested changes were addressed.
Result:
- Assets were more consistent with the client’s brand and campaign requirements.
- Identified potential issues before materials were published or delivered.
- Teams received clear, actionable feedback to guide revisions.
- Approved materials were better aligned with campaign objectives and KPIs.
Tools/skills used: Client’s Custom Software
Client Feedback:
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Have a project in mind? Let’s talk about how we can help your team improve quality, uncover actionable insights, and deliver better results.