I have solved “impossible” problems to transform and scale organizations
I’ve helped dozens of social enterprises address entrenched issues
Reinventing a high-touch social enterprise into a scalable business
CASE STUDY
1
After over a decade in business, this social enterprise's leadership had ambitious plans—dominate the industry and become a major brand. But the harder they pushed, the clearer it became that effort wasn't the answer. The Founder was holding the company together. The team was burning out. Clients were paying premium prices and still dissatisfied. The infrastructure couldn't support growth. It could barely support the company’s existing operations.
I led the organization’s efforts to (1) improve existing services, resulting in a 39% revenue increase and (2) develop a scalable concept to make the organization more profitable and resilient.
Redesigning and scaling a startup social impact consulting firm
CASE STUDY
2
A self-funded social enterprise kept turning away clients because the team couldn't keep pace with demand. The CEO's answer was to hire. Research revealed something more urgent—the firm was losing money on every engagement. The Head of Operations was already holding the entire delivery system together manually, and adding headcount would have made the organization more fragile, not less. The system was the problem.
I led the effort to redesign the organization, resulting in a 10x revenue increase with only a 2x headcount increase.
Redesigning a bottleneck with a human + Al hybrid service delivery model
3
CASE STUDY
A high-touch business required all clients to start with one of its services, creating a bottleneck that impeded revenue growth. The organization did not have enough demand to justify hiring to create additional capacity to deliver the initial service, so it needed another way to address the bottleneck.
I led the service redesign, vetting of the software product used in the redesign, and the experimentation process that resulted in a hybrid service that married the expertise and judgment of the team with the speed of AI. This created an opportunity to increase revenue by 124%, and it reduced labor input for the service by 87% without compromising the quality of the work or client satisfaction.