Proof
Case studies.
Selected work turning HR operations challenges into delivery models and systems that can scale.
The challenge
HR support ran through a single email inbox. The team was receiving around 2,000 questions a month, with no distinction between types of questions or how quickly each one deserved a response. Answers took days, or missed their SLAs.
The approach
I applied my method to the project: mapping the process from incoming question to completed answer to surface the bottlenecks and pain points hiding in the flow, then building a service delivery model around the employee experience rather than the team's convenience.
What I did
- Self-service hub and AI chatbotOn-demand answers for common questions, so people get help without waiting in a queue.
- A prioritization modelQuestions triaged by urgency and need, so the pressing ones move first.
- A ticketing toolThe shared inbox replaced with owned, trackable requests and clear response expectations.
- A continuous feedback loopEmployee feedback keeps tuning the model as needs change.
The result
- Inquiry volume dropped by 50%+
- Tier 1/2 response time cut in half
- 3,000+ employees migrated in under 60 days
- Employee satisfaction score of 4.2 out of 5
Facing something like this in your organization?Let's Talk
Led by Jillian Hintz, 20+ years in HR leadership.
Your next move
A better delivery model starts with the real bottleneck.
Let’s talk through what is slowing the work down and what a stronger operating model could unlock.