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Key Projects

A collection of the most impactful projects I've led across business analysis, data analytics, business intelligence, AI, and digital transformation. From identifying business challenges to delivering measurable outcomes, these projects showcase my approach to solving complex problems through data, technology, and strategic thinking.

Enterprise Practice Management System Transformation  (DaySmart Vet Implementation)

Project Manager • Business Analyst • Digital Transformation Lead

Led the enterprise-wide transformation of Amity Vets' Practice Management System by replacing the legacy Hippo platform with DaySmart Vet following a business-critical vendor discontinuation announcement and an accelerated implementation timeline. Managed the project from requirements gathering, stakeholder engagement, vendor evaluation, and solution selection through data migration, testing, user training, change management, and go-live across multiple departments.
 

The implementation introduced QuickBooks Online, Stripe, IDEXX Laboratory, and PetCare mobile app integrations, streamlined clinical documentation through structured SOAP templates, improved inventory management, enhanced customer self-service capabilities, and modernized day-to-day operations across Clinical, Customer Service, Finance, and Operations.
 

Business Impact:

  • Delivered an enterprise-wide Practice Management System transformation under an accelerated implementation timeline.

  • Selected a solution approximately 15–20% more cost-effective than alternative platforms.

  • Reduced Finance team's manual workload by approximately 40% through QuickBooks Online integration.

  • Reduced payment processing time by 8–10 minutes per transaction through Stripe integration.

  • Improved workflows across Clinical, Finance, Customer Service, Operations, and Inventory Management through integrated digital processes.

  • Enhanced customer experience by introducing a mobile app, enabling self-service appointment booking, online payments, access to medical records and laboratory results, vaccination history, appointment reminders, and improved digital engagement.

Enterprise Business Intelligence & Power BI
Reporting Platform

Business Intelligence Developer • Data Analyst • Business Analyst

Designed, developed, and managed the organization's enterprise Business Intelligence and reporting ecosystem, delivering 16+ interactive Power BI dashboards and numerous ad-hoc executive reports supporting strategic decision-making across Clinical, Finance, Operations, Customer Service, HR, Marketing, Sales, Inventory, and Community initiatives.
 

Established standardized KPI frameworks, automated reporting workflows, and end-to-end data pipelines by integrating data from multiple internal systems and third-party platforms. Managed the Power BI Service environment, including workspace administration, gateway configuration, scheduled refreshes, report deployment, access management, and dashboard governance to ensure reliable, organization-wide reporting.
 

Business Impact:

  • Enabled data-driven decision-making across multiple departments

  • Significantly reduced manual reporting effort, improved reporting accuracy

  • Accelerated executive access to business insights

  • Established a scalable reporting infrastructure that became the organization's primary source of operational and strategic performance reporting.

Customer Engagement & Lead Conversion Automation Platform

Business Analyst • Solution Designer • AI & Automation Lead

Identified a critical customer conversion challenge through lead analytics, discovering that a significant number of inquiries were being lost outside business hours due to limited customer engagement. Conducted root cause analysis using lead conversion data, customer service workflows, and communication patterns to validate the underlying business problem before designing an AI-powered solution.


Designed and deployed a WhatsApp Business API-integrated chatbot supporting 13,000+ clients, automating after-hours customer engagement, appointment booking, medicine and pet food requests, test result inquiries, FAQs, and emergency support. The chatbot intelligently guided clients through booking workflows using doctor availability while directing emergency cases to nearby 24/7 veterinary facilities.
 

Business Impact:

  • Reduced lost leads by 25–30%

  • Significantly improved customer engagement and response times

  • Automated high-volume customer interactions.

  • Reduced Customer Service workload, and enhanced operational efficiency while providing uninterrupted support outside business hours.

AI-Powered Customer Service Quality & Performance Management Platform

Business Analyst • AI & Automation Lead

Designed and deployed Bruce, an AI-powered Customer Service Quality & Performance Management platform that automated the auditing and evaluation of customer interactions across voice calls and WhatsApp conversations. The solution analyzed daily customer interactions, benchmarked performance against the organization's quality standards, generated executive reports for leadership, produced individualized performance reports for Customer Service Agents, and delivered AI-driven coaching recommendations to improve communication quality and consistency.
 

Bruce significantly reduced the manual effort required for quality assurance while enabling continuous performance monitoring, objective evaluations, and scalable coaching across the Customer Service team.
 

Business Impact:

  • Increased Customer Service quality scores from approximately 60–65% to over 90% within six weeks,

  • Automated the auditing and evaluation of customer interactions, significantly reducing the manual effort required for quality assurance and performance reviews.

  • Improved customer experience by standardizing communication quality through AI-driven benchmarking, performance scoring, and personalized coaching recommendations

  • Enhanced leadership visibility with automated executive reports, team performance dashboards, individual scorecards, and actionable insights to support data-driven decision-making.

Service Innovation & Customer Accessibility Initiative

Business Analyst • Product & Service Innovation Lead

Identified a significant customer conversion opportunity through lead analytics by discovering that a large proportion of lost Home Visit inquiries were driven by pricing concerns rather than a lack of demand. Conducted root cause analysis using lead conversion data, customer feedback, and stakeholder discussions, revealing that many clients primarily needed a reliable transportation solution for their pets rather than an in-home consultation.

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Proposed and developed the business case for a new Pick & Drop Veterinary Service, enabling pets to be transported between clients' homes and the clinic at a lower cost than traditional Home Visits. Managed stakeholder discussions, validated the concept through customer research, and implemented a controlled rollout strategy with the Customer Service team to prevent cannibalization of existing Home Visit revenue.

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Business Impact:

  • Transformed customer insights into a new revenue-generating service by identifying and addressing an unmet market need.

  • Improved lead conversion by offering a cost-effective alternative for customers unable to justify Home Visit pricing.

  • Successfully introduced a new service without cannibalizing existing Home Visit revenue, validating the business case through customer research and controlled implementation.

  • Strengthened customer satisfaction and accessibility by providing a convenient, flexible solution for pet transportation and clinic visits.

AI Clinical Copilot for Veterinary Diagnosis & Documentation

Business Analyst • AI & Automation Lead

Designed and implemented Dr In-House, an AI-powered veterinary clinical copilot that acts as an experienced clinical advisor, helping veterinarians make faster and more informed diagnostic and treatment decisions. The solution maintains a dedicated AI workspace for every patient, consolidating medical history, previous SOAP notes, laboratory results, diagnostic reports, imaging, medications, vital signs, and clinical findings into a single contextual record.
 

Combining Generative AI and an extensive veterinary knowledge base, the platform assists with differential diagnosis, clinical reasoning, treatment planning, and knowledge retrieval. It also enables voice-driven documentation through dedicated microphones, automatically generating structured SOAP notes and medical records tailored to the clinic's Practice Management System, while assisting veterinary technicians and nurses with patient summaries and inpatient updates.
 

To drive successful adoption, I established AI usage standards, trained clinicians on effective prompting and voice-driven workflows, and implemented standardized patient chat management. The platform also supports multilingual interactions, allowing clinicians to dictate consultations in their native language while automatically generating standardized English medical documentation.

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Business Impact:

  • Enhanced clinical decision-making by providing AI-assisted diagnostic support, treatment recommendations, and knowledge retrieval using each patient's complete medical history and clinical context.

  • Reduced SOAP note documentation time by over 80%, enabling veterinarians to generate structured clinical documentation in approximately 2–3 minutes through voice dictation instead of 15–16 minutes of manual typing.

  • Standardized AI adoption across the clinical team through user training, governance guidelines, multilingual voice workflows, and consistent patient chat management practices, improving usability and collaboration.

  • Increased clinical productivity by reducing administrative workload for veterinarians, veterinary technicians, and nurses through automated SOAP notes, patient summaries, inpatient updates, and AI-assisted clinical workflows.

​Customer Onboarding Workflow Automation

Business Analyst • Process Improvement Lead

Identified an operational bottleneck within the Customer Service appointment booking process by analyzing agent performance metrics and conversation handling times. Discovered that onboarding new clients required lengthy back-and-forth conversations to collect client and pet information, resulting in average handling times of 10–12 minutes for new customer bookings.
 

Designed and implemented a WhatsApp-integrated digital onboarding solution that enabled Customer Service agents to collect all required client and pet information through a single structured form. The solution integrated seamlessly with the organization's WhatsApp Business API workflow, allowing agents to initiate the onboarding process in just a few clicks while automatically receiving completed submissions, significantly simplifying the booking workflow.
 

Business Impact:

  • Reduced new client onboarding time by 80–90%, decreasing average handling time from 10–12 minutes to approximately 1–2 minutes per booking.

  • Improved Customer Service productivity by eliminating repetitive back-and-forth conversations and streamlining the appointment booking workflow.

  • Standardized the collection of client and pet information, improving data quality while reducing manual effort and follow-up.

  • Enhanced the customer experience by accelerating the onboarding and appointment booking process for new clients.

AI-Powered Customer Service Co-Pilot

Business Analyst • Process Automation Lead

Designed and implemented Lizzy, an AI-powered Customer Service Co-Pilot that acts as an experienced Customer Service representative, helping agents deliver fast, accurate, and consistent customer interactions. The platform centralized the Customer Service department's operational knowledge into a single AI-powered assistant, providing instant guidance on services, pricing, inventory, doctor specializations and availability, branch information, vaccination protocols and packages, diagnostics, surgeries, payment methods, business policies, internal procedures, and digital services.
 

The platform combines Generative AI with an extensive organizational knowledge base to generate context-aware customer responses, recommend appropriate services, suggest timely escalations for complex cases, and guide agents through challenging customer conversations. It also recommends relevant educational resources  and promotes digital services  whenever appropriate, enabling agents to deliver accurate, informative, and personalized customer support. Following deployment, I continuously enhanced the platform by incorporating end-user feedback, expanding the knowledge base, refining prompts, and optimizing AI responses to improve accuracy, usability, and alignment with evolving business processes and customer service standards.

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Business Impact:

  • Improved customer communication quality and consistency by providing AI-generated, context-aware responses aligned with the organization's service standards and brand voice.

  • Increased Customer Service productivity by centralizing organizational knowledge and providing agents with instant access to service recommendations, pricing, policies, operational procedures, and real-time decision support.

  • Reduced response delays by recommending timely escalations for complex customer enquiries, enabling agents to take appropriate action faster and improve the overall customer experience.

  • Accelerated onboarding and improved agent confidence by standardizing customer interactions and providing real-time guidance across a wide range of customer scenarios.

AI-Powered IT Service Desk & Support Assistant

Business Analyst • IT Process Improvement

Identified operational inefficiencies in the organization's IT support process by analyzing employee support requests and interactions with the outsourced IT provider. Employees often struggled to identify the appropriate support vendor and submitted incomplete incident reports, requiring IT engineers to spend significant time gathering basic information before troubleshooting could begin, delaying issue resolution and increasing employee downtime.
 

Designed and implemented Amity Sentry, an AI-powered IT Service Desk assistant that acts as an experienced IT support engineer, serving as the organization's first line of support for software, hardware, and network-related issues. The platform guided employees through structured troubleshooting, identified the appropriate support vendor when required, and automatically generated comprehensive IT tickets, incident summaries, and escalation reports containing issue descriptions, troubleshooting history, system specifications, and other relevant diagnostic information. Based on the severity of incidents and potential business impact, it also generated executive-ready incident reports and escalation summaries for senior management. 
 

Business Impact:

  • Reduced delays in IT issue resolution by providing employees with immediate AI-assisted troubleshooting and clear guidance on the appropriate support channels.

  • Improved the quality and consistency of IT incident reporting by automatically generating structured IT tickets, incident summaries, escalation reports, and executive-ready incident reports with complete diagnostic information.

  • Streamlined collaboration with the outsourced IT support provider by equipping engineers with detailed incident context before engagement, reducing repetitive information gathering and accelerating issue resolution.

  • Increased employee productivity and management visibility by centralizing IT knowledge into a self-service platform while enabling timely escalation of high-impact incidents to senior leadership.

Digital Partner Referral & Appointment Automation

Business Analyst • Workflow Automation • Process Improvement

Identified inefficiencies in the veterinary referral workflow between Amity Vets and Dogwalk Pets Nursery, where Amity Vets served as Dogwalk's preferred veterinary partner. Appointment requests relied on manual coordination between Dogwalk's reception team and Amity's Customer Service team, resulting in communication gaps, missed follow-ups, booking errors, and unnecessary administrative effort.
 

Designed and implemented a QR code-enabled digital referral and appointment booking solution integrated with the organization's WhatsApp Business API. Clients could scan a QR code at Dogwalk to submit their preferred appointment date, veterinarian, and visit details through a structured digital form. Submitted requests automatically entered the Customer Service booking workflow, eliminating manual information exchange, improving coordination between both organizations, and creating a faster, more seamless booking experience for clients.
 

Business Impact:

  • Streamlined the partner referral and appointment booking process by replacing manual phone-based coordination with a standardized digital workflow.

  • Reduced booking errors, missed follow-ups, and communication gaps through structured digital data collection and automated referral submission.

  • Improved operational efficiency for both Amity Vets and Dogwalk Pets Nursery by minimizing manual coordination and accelerating appointment processing.

  • Enhanced the customer experience by providing a faster, more convenient, and reliable appointment booking journey for clients referred through the partner network.

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