Case studiesWork that had to hold up under real pressure

Clients are anonymized where confidentiality applies. Each story shows the same approach: find what's really stuck, build what fits, and stay until it runs.

Public sector · Operations scale-up

Standing up the eligibility operation for a $1 billion relief program

The challenge

A new state homeowner relief program needed an eligibility operation that could process thousands of applications accurately, starting almost from zero.

What I did

As Deputy Director of Eligibility, I hired and trained the team, wrote the SOPs, and built the Salesforce workflows that moved applications through review.

The result

The team grew from 3 to more than 50 people in a single quarter, and more than 10,000 applications moved through review.

Hospitality · Financial and revenue systems

Building the financial infrastructure of a high-end destination property

The challenge

The property ran on scattered records with no reliable view of income, expenses, bookings, or client balances.

What I did

As executive director, I built reconciliation, income and expense reporting, vendor payments, and booking and CRM systems from the ground up, then ran the marketing. When a utility pipeline project damaged the property, I documented the impact and negotiated with the regional water district.

The result

Qualified pipeline grew to $465K, forward bookings reached 135% of prior years at peak, and the water district agreed to a roughly $360,000 make-whole settlement.

Enterprise · AI adoption

Helping sales teams adopt Microsoft 365 Copilot without missing their numbers

The challenge

Microsoft set a company-wide goal of 60% daily active use for Copilot. Sales teams had to adopt it and keep it in daily use without letting their sales numbers slip.

What I did

As an adoption program manager (vendor engagement), I was one part of that campaign. I worked with sales teams on adoption and refined playbooks for their real work, and helped design an AI reporting agent with human verification.

The result

The teams I supported closed their gaps and hit their thresholds for sustained activation and adoption, while meeting or exceeding their sales measures.

Healthcare practice · Small-business automation

Keeping a veterinary clinic's clients through a change of ownership

The challenge

A clinic was changing hands to a new owner who wasn't a veterinarian. Long-time clients were uneasy, pricing questions were piling up, and inquiries from social media were being answered slowly or not at all.

What I did

Over about three months, I secured and set up the practice's media and marketing accounts, launched the new brand with an email campaign, and built an automated flow that took Instagram inquiries through pre-screening to the appointment calendar, with a staff member confirming every booking before it was final.

The result

The clinic kept its client base through the transition, addressed pricing concerns directly through email follow-up, and saw client visits rise about 10% in the first three months.

Hospitality technology · Implementation rescue

Unblocking a cloud point-of-sale rollout stalled for four months

The challenge

A retail point-of-sale deployment at an international resort had stopped moving, with departments and the vendor each waiting on the other.

What I did

I traced the stall to unclear decision authority, ran requirements and workflow sessions, and set validation checkpoints so each decision had an owner.

The result

Engineering built, tested, and released the fix within days, and the system went live.

Software · Client retention

Growing a $400K software book from existing clients

The challenge

A portfolio of 400 accounts needed growth without relying on new client acquisition.

What I did

I ran structured renewal outreach, identified tier upgrades, and surfaced cross-sell opportunities during renewal conversations.

The result

The book grew 30%, mostly from renewals, upgrades, and cross-sells, and I reached 200% of quota during ramp.

Rebecca J. ClarkPrincipal, Aluminé Consulting

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