Problem

The Academic Health focused company struggled with knowledge management and sharing among employees. The existing environment featured multiple siloed systems, inconsistent documentation, and manual workflows that resulted in delayed ticket resolution, recurring errors, and limited workforce scalability.

Solution

Designed and launched a centralized knowledge-hub of 30+ SOPs, quick reference guides and process maps to standardize workflows across teams.

Built integrated Smartsheet dashboards that pulled data from Salesforce and Zendesk, enabling real-time visibility of operational metrics and bottlenecks.

Collaborated with stakeholders in product, operations and content teams to redesign ticketing escalation workflows, automate data triage steps, and reduce escalations for root issues.

Delivered training sessions and documentation to ensure adoption, supporting the transition from legacy systems to new workflow models.

Manual Images - Free Download on Freepik

Impact

15% reduction in ticket resolution time within six months.

25% decrease in onboarding time for new team members due to standardized guides.

20% decrease in data discrepancy rate across CRM and partner systems.

Enhanced cross-team collaboration and increased operational throughput while maintaining accuracy and compliance.

"Teara created user guides that made our training easier to follow and tasks easier to complete. The guides are straightforward and walk us through all of the needed steps to complete tasks efficiently." -New Hire 23'

Performance & Impact

Consistently exceeded team KPIs, ranking in the top 3 out of 10+ specialists for ticket resolutions, comments, and workflow updates.

Recognized by management for leadership, accuracy, and client sensitivity on complex accounts like the University of California System.

Trained and mentored nearshore team members to ensure quality and service continuity.

Updated internal training guides and SOPs, helping clarify key processes and improving performance across the team.
(See internal dashboard excerpt and supervisor feedback below)

Promotion to Client Experience Specialist III

Operational Process Optimization in Healthcare