Experience That Delivers Results
A look at the client success, digital operations, CRM workflows, and operational support I've provided across different industries.
Case Study Overview
Hands-on experience supporting client relationships, CRM systems, digital operations, and lead management across multiple industries.
iHeartMEDIA
Client Success & Campaign Operations
Managed client accounts and advertising campaigns, coordinated with internal teams, handled campaign requests, and helped ensure accurate and timely delivery.
Focus Areas
Client Success • Campaign Operations • Communication
CGI Digital
Digital Operations & Client Success
Managed digital platforms, CRM requests, client workflows, and operational tasks while keeping projects organized and moving forward.
Focus Areas
CRM • Digital Operations • Client Management
Healthcare
• Confidential Client •
Patient Journey & Lead Conversion
Managed inquiries, follow-ups, scheduling, and CRM processes to improve response times and create a better customer experience.
Focus Areas
Lead Management • Follow-Up • Customer Experiencent
iHeartMedia
Client Success & Campaign Operations
Supporting campaign execution, client communication, and day-to-day digital operations
I supported iHeartMedia’s campaign and client operations by managing requests, coordinating with internal teams, tracking campaign details, and helping ensure accurate and timely delivery.
Focus Areas:
- Client Success
- Campaign Operations
- Internal Coordination
- Campaign Tracking
- Communication
- Digital Operations
THE CHALLENGE
Managing multiple campaign requests requires strong organization, attention to detail, and consistent communication. With different campaigns, deadlines, creative assets, and internal teams involved, keeping everything aligned is essential for accurate and timely delivery.
KEY OPERATIONAL PRIORITIES
01 — Keep Requests Organized
Track incoming campaign instructions and required changes.
02 — Coordinate Teams
Make sure campaign requirements reached the appropriate internal teams.
03 — Maintain Accuracy
Review campaign details, dates, assets, and instructions carefully.
04 — Stay on Schedule
Track campaign timelines, rotations, changes, and deadlines.
MY ROLE
Client Success & Campaign Operations Support
I supported iHeartMedia’s campaign and client operations by managing requests, coordinating with internal teams, tracking campaign details, and helping ensure accurate and timely delivery.
Managing multiple campaign requests requires strong organization, attention to detail, and consistent communication. With different campaigns, deadlines, creative assets, and internal teams involved, keeping everything aligned is essential for accurate and timely delivery.
Campaign Requests
Reviewed and processed incoming campaign instructions and updates.
Client Support
Supported campaign-related requests, questions, and follow-ups.
Internal Coordination
Communicated campaign requirements to the appropriate teams.
Campaign Tracking
Tracked campaign dates, rotations, changes, and delivery requirements.
Creative Updates
Coordinated updated audio and other campaign assets.
Quality Control
Reviewed details to help ensure accurate implementation.
HOW I WORKED
Review
Understand the request, campaign details, dates, and required changes.
Verify
Check the information carefully and clarify anything that needs additional information.
Coordinate
Communicate the request to the appropriate internal teams and ensure requirements are clear.
Track
Monitor the request through completion and follow up when necessary.
Confirm
Verify that the requested change or campaign task was completed correctly.
EXAMPLES OF CAMPAIGN OPERATIONS
Commercial Updates
Replacing existing commercials with updated spots according to campaign instructions.
Rotation Instructions
Managing requests regarding equal rotation and campaign scheduling.
Campaign Dates
Tracking campaign start dates, end dates, and requested changes.
Audio & Creative Assets
Coordinating updated audio files and ensuring the correct creative was associated with the campaign.
Tracking Requirements
Following up on tracking tags and confirming implementation requirements.
Internal Communication
Communicating changes clearly and following requests through completion.
TOOLS & SYSTEMS USED
Campaign & Traffic Systems
Managed campaign scheduling, rotations, updates, and delivery requirements.
Email & Communication
Handled campaign requests, follow-ups, updates, and internal communication.
Microsoft 365
Used for documentation, organization, communication, and daily operational tasks.
Google Workspace
Used for collaboration, documentation, and information management.
CGI Digital
Digital Operations & Client Success
Supporting websites, CRM workflows, client requests, and day-to-day digital operations.
I supported CGI Digital’s digital operations and client success by managing website and CRM requests, coordinating updates, organizing client tasks, and helping keep digital projects moving forward.
Focus Areas:
- Digital Operations
- CRM Management
- Client Success
- Website Management
- Task Coordination
- Workflow Management
THE CHALLENGE
Managing digital operations requires keeping multiple client requests, website updates, CRM tasks, and internal workflows organized at the same time. With different priorities and deadlines moving simultaneously, clear communication, accurate tracking, and consistent follow-through are essential.
KEY OPERATIONAL PRIORITIES
01 — Organize Client Requests
Keep incoming requests, updates, and tasks organized and easy to track.
02 — Coordinate Digital Updates
Make sure website, CRM, and operational requirements are communicated clearly.
03 — Keep Projects Moving
Track outstanding tasks and follow up on items that require action.
04 — Maintain Accuracy
Review requests and details carefully before changes are completed.
MY ROLE
Digital Operations & Client Success Support
I supported the day-to-day digital operations by managing client requests, coordinating website and CRM tasks, tracking ongoing work, and helping ensure projects and requests moved forward efficiently.
Managing digital operations requires keeping multiple client requests, website updates, CRM tasks, and internal workflows organized at the same time. With different priorities and deadlines moving simultaneously, clear communication, accurate tracking, and consistent follow-through are essential.
Client Requests
Reviewed and organized incoming client requests, questions, and updates.
Website Management
Supported website-related requests, updates, and digital content changes.
CRM Support
Managed CRM-related requests and helped keep client information and workflows organized.
Task Coordination
Coordinated tasks between client needs and the appropriate internal teams.
Project Tracking
Tracked outstanding requests, updates, and operational tasks through completion.
Quality Control
Reviewed details and requirements to help ensure accurate implementation.
HOW I WORKED
Review
Understand the client request, requirements, and desired outcome.
Verify
Break the request into clear tasks and identify what needs to be completed.
Coordinate
Communicate requirements with the appropriate team or stakeholder.
Track
Monitor progress, follow up on outstanding items, and keep work moving.
Confirm
Review completed work and confirm that the request was handled correctly.
EXAMPLES OF DIGITAL OPERATIONS
Website Updates
Managing website-related requests and coordinating updates to digital platforms.
CRM Requests
Supporting CRM changes, client information, and workflow-related tasks.
Client Communication
Managing questions, requests, updates, and follow-ups to keep clients informed.
Task Management
Organizing multiple operational requests and ensuring important tasks stayed visible.
Digital Content
Supporting updates to website content and other digital assets.
Internal Communication
Communicating requirements clearly and coordinating work with internal teams.
TOOLS & SYSTEMS USED
CRM Platforms
Managing client information, requests, workflows, and operational tasks.
Email & Communication
Handling client communication, requests, updates, and follow-ups.
Microsoft 365
Used for documentation, organization, communication, and daily operational tasks.
Website Platforms
Supporting website updates, content changes, and digital operations.
THE IMPACT
My support helped keep digital operations organized and ensured client requests, CRM tasks, website updates, and operational needs continued moving forward.
Organized Workflows
Helped keep multiple client requests and operational tasks structured and trackable.
Better
Follow-Through
Tracked outstanding tasks and followed up when action was needed.
Stronger Communication
Helped connect client requirements with the appropriate internal teams.
Reliable Client Support
Provided consistent communication and operational assistance.
Improved Efficiency
Helped keep digital and CRM-related work organized so tasks could move forward efficiently.
SKILLS DEMONSTRATED
Digital Operations
Managing websites, platforms, content, and day-to-day digital tasks.
CRM Management
Supporting client information, requests, and workflow-related activities.
Client Success
Maintaining clear communication and responsive client support.
Project Coordination
Organizing multiple requests and keeping tasks moving.
Attention to Detail
Reviewing requirements and completed work carefully.
Follow-Through
Tracking requests from initial submission through completion.
Healthcare — Confidential Client
Patient Journey & Lead Conversion
Supporting patient inquiries, scheduling, CRM workflows, follow-ups, and day-to-day client operations.
I supported a confidential healthcare client by managing patient inquiries, coordinating follow-ups, organizing scheduling and CRM activities, and helping ensure leads and patient requests were handled efficiently.
Focus Areas:
- Patient Communication
- Lead Management
- Follow-Up
- Scheduling Coordination
- CRM Management
- Client Support
THE CHALLENGE
Managing patient inquiries and leads requires timely communication, accurate information, organized follow-ups, and consistent tracking. With multiple inquiries and scheduling needs happening simultaneously, keeping every lead moving forward while maintaining a positive patient experience is essential.
KEY OPERATIONAL PRIORITIES
01 — Respond to Patient Inquiries
Help ensure incoming questions and requests were addressed promptly.
02 — Keep Leads Organized
Track inquiries, follow-ups, and lead information within the appropriate systems.
03 — Coordinate Scheduling
Help organize scheduling requests and ensure relevant information was communicated clearly.
04 — Maintain Consistent Follow-Up
Track outstanding inquiries and follow up when additional action was needed.
MY ROLE
Patient Journey & Lead Conversion Support
I supported day-to-day patient and lead operations by managing inquiries, coordinating follow-ups, supporting scheduling activities, maintaining CRM information, and helping ensure prospective patients received timely assistance.
Patient Requests
Managed incoming patient questions and requests.
Lead Management
Organized lead information and helped keep opportunities moving through the proess.
Follow-up Coordination
Tracked outstanding inquiries and followed up when necessary.
Scheduling Support
Coordinated scheduling-related requests and information.
CRM Management
Maintained client and lead information within CRM workflows.
Communication
Helped ensure patient and internal communications were clear and timely.
HOW I WORKED
Review
Understand the inquiry, request, or lead information.
Verify
Check details and identify what action or information is needed.
Coordinate
Communicate with the appropriate team or stakeholder.
Follow Up
Track outstanding requests and follow up when necessary.
Confirm
Verify that the inquiry requests, or next step was properly handled.
EXAMPLES OF PATIENT & LEAD OPERATIONS
Patient Inquiries
Managing incoming questions and requests from prospective or existing patients.
Lead Follow-Up
Following up with leads and keeping communication moving forward.
Scheduling Requests
Support appointment related requests and coordinating information.
CRM Updates
Maintaining accurate lead and patient-related information.
Communication
Keeping patients and internal teams informed throughout the process.
Lead Tracking
Monitoring inquiries and follow-ups from initial contact through the next step.
TOOLS & SYSTEMS USED
CRM Platforms
Managing lead information, patient-related requests, and follow-up activities
Email & Communication
Handling inquiries communication, and follow-ups.
Scheduling Systems
Supporting appointment and scheduling-related activities
Microsoft 365
Used for documentation, organization, communication, and daily operational tasks.
THE IMPACT
My support helped keep patient inquiries, lead follow-up, scheduling requests, and CRM activities organized while helping ensure prospective patients received timely and consistent communication.
Organized Lead Management
Kept inquiries and lead information structured and trackable
Timely Follow-up
Helped ensure outstanding inquiries received appropriate follow-up.
Better Communication
Supported clear and responsive patient communication
Improved Coordination
Helped connect patient needs with the appropriate internal processes.
Smoother Patient Journey
Helped keep prospective patients moving through the process efficiently.
SKILLS DEMONSTRATED
Patient Communication
Managing inquiries and providing responsive communication.
Lead Management
Organizing and tracking prospective patient information.
CRM Management
Maintaining accurate lead and client resords.
Follow-Up
Tracking inquiries and ensuring appropriate next steps.
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Our Services
Customer Success
CRM & Automation
Digital Operations
Process Improvement
Client Experience
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