A global retail brand's workflows were handled entirely manually - creating bottlenecks, inconsistent follow through, and pulling staff away from revenue generating tasks.

Identified the bottleneck through direct operational observation, mapped the end-to-end workflow, and authored the solution spec. Managed the global rollout as UAT lead - from requirement sign-off through to staff adoption across all ANZ locations.

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 brand operations.