A global luxury retail brand's after-sales service requests were handled entirely manually - creating bottlenecks, inconsistent follow through, and pulling staff away from the sales floor.

Partnered with the Regional IT team to architect a custom service request workflow automation. Served as lead for User Acceptance Testing (UAT) and managed the full rollout nationwide.

152 hours of productivity recovered per year - equivalent to $230,700 in value returned to front of house operations. Single-person dependency eliminated across all critical after-sales functions.