Work

Case studies from real business problems — framed as problem, data, analysis, solution, result. Not screenshots of dashboards, but the reasoning behind them. Client and account names are always left out.

• The 8 Points Hiding Behind a Third-Party Booking

  How cross-referencing FCR, CSAT, and CES instead of watching FCR alone surfaced a single fixable process gap.

• When the Real Problem Wasn't the Language

  An agent with the lowest NPS on a German-language team was fluent in German. The root cause was perceived comprehension, not actual comprehension.

• Why "Points Lost by Fail Rate" Was Quietly Wrong

  A proportional attribution method looked reasonable and was structurally wrong — fail-all attributes were understated by up to 3x until the model was rebuilt at the evaluation level.