4
AI-Powered Email Prioritization and Workflow Automation
As an Escalation Lead, I was added to a distro that generated hundreds of internal emails daily. To improve efficiency and organization, I designed an AI-powered workflow using Outlook, Power Automate, and a spreadsheet tracker.
Workflow capabilities:
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Analyzed incoming emails to determine whether action was required.
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Assigned priority levels based on predefined criteria.
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Automatically sorted emails into corresponding Outlook folders.
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Tracked actionable items in a centralized spreadsheet.
Impact:
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Reduced the time spent manually reviewing emails.
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Improved visibility into outstanding tasks.
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Decreased the likelihood of missing critical requests or escalations.
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Created a more structured approach to managing high-volume communications.
Early AI Adoption
AI-Driven Support Operations and Process Improvement
3
Customer Sentiment and Risk Assessment
The most valuable application of AI was its ability to proactively identify customer risk through sentiment analysis.
AI-driven indicators included:
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Keywords and language patterns
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Changes in customer tone
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Response length
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Response frequency and timeliness
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Overall communication quality
The model also evaluated whether support engineers:
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Responded appropriately to customer concerns.
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Communicated clearly and effectively.
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Demonstrated confidence and ownership.
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Avoided unclear, misleading, or confusing messaging.
Impact:
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Flagged high-risk cases for immediate attention.
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Enabled proactive managerial or technical intervention.
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Reduced escalation risk through early detection and engagement.
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Shifted support operations from a reactive to a proactive model.
2
Trend Detection and Knowledge Sharing
The case-health tool also provided valuable insight into emerging issues and recurring trends.
Key uses:
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Identified related cases tied to developing incidents.
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Detected trends across the support organization.
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Found previously documented solutions and remediation steps.
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Added guidance directly to impacted cases.
Results:
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Reduced duplicate troubleshooting efforts.
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Accelerated case resolution.
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Saved support engineers significant investigation time.
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Promoted consistent resolution practices across teams.
1
AI-Assisted Case Health Analysis and Prioritization
As a Subject Matter Expert, I was responsible for driving resolution of aged and stalled support cases. Our IT team developed an agentic case-health tool that analyzed case logs and assessed overall case status.
Key uses:
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Identified cases progressing normally with no action required.
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Filtered out cases awaiting customer responses or closure approval.
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Prioritized blocked, stalled, or at-risk cases for review.
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Focused limited review resources where they would have the greatest impact.
Impact:
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Managed case review across 350–400 active cases spanning multiple teams.
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Supported an environment with only six Technical Leads and one SME available for case reviews.
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Improved efficiency when only approximately 15% of open cases could be reviewed daily.
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Reduced time spent reviewing healthy cases while increasing visibility into high-risk cases.
See other achievements
Most employees will meet clearly communicated, accountable expectations — a small minority will struggle even with support, and another group will exceed expectations on their own drive. If that's true across the board, the variable isn't effort — it's expectation: what are you setting, and how are you driving it?
Knowledge matters. Ability to effectively share knowledge and teach understanding beyond information on a screen was developed through extensive study of Adult Learning Theory and how people think, and grounded in deep expertise in cloud architecture. Experienced building and managing a scalable learning platform and promoting a culture of learning and environment for knowledge sharing.
Looking beyond the line graphs tracking metrics in a performance dashboard. Digging deep into the numbers to uncover the hidden patterns that others miss and surfacing insight that matters. Relating patterns to behaviors to see "behind the scenes" of the story told by the numbers, and using this insight to drive outcomes and deliver results.
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