How I Fix Broken Operations

Most operational problems show up as delays, errors, rework, or constant escalation. I identify root causes and build systems that fix them.

Identify the Breakdown
I make workflows visible—mapping processes with the people closest to the work to expose bottlenecks, gaps, and hidden inefficiencies.

Simplify the Workflow
I remove unnecessary steps, reduce handoffs, and clarify ownership before introducing tools or automation.

Automate Where It Matters
I automate repetitive work so teams can focus on what actually matters—improving accuracy, speed, and overall performance without overcomplicating the process.

Build for Scale
I design systems that are sustainable, measurable, and able to scale—built with the controls and visibility needed to maintain performance and prevent breakdowns over time.

Chargeback Process Transformation

This is how I identify, structure, and resolve high-impact operational breakdowns in real environments.

The Problem

Chargebacks were handled inconsistently, leading to weak dispute submissions, low win rates, and ongoing revenue loss.

Root Cause

There was no defined structure for building dispute cases. Agents manually pieced together information, resulting in inconsistent logic, incomplete submissions, and inefficient processing.

Approach

Redesigned the process by creating a standardized, step-by-step framework for dispute submissions. Built a structured, “fill-in-the-blank” case format (PowerPoint-based) that guided agents to construct clear, logical, and complete responses. Integrated required data points to ensure consistency and reduce manual rework.

Challenge

Improving win rates required consistent, high-quality submissions while also increasing throughput. The team needed a way to produce strong, standardized cases quickly without rewriting or rethinking each response.

Impact

  • $6M annual revenue recovered

  • Increased dispute win rates through standardized, high-quality submissions

  • Improved throughput by simplifying case creation and reducing rework

  • Established a scalable, repeatable system for ongoing recovery