HOA Violation Workflow Optimization
Manual follow-up was turning a fixable process into avoidable fines.
Read the case study →I find out what is actually breaking before anyone builds the fix.
I am a Salesforce Business Analyst. I work on service operations: customer care, contact centers, case management, field service operations, and the exception workflows underneath them. What I'm good at is making sure the thing getting built is the thing that actually fixes the problem.
Most of what goes wrong was decided before anyone wrote a line of code.
Decision ownership named up front. The process mapped as it actually runs, not just how it's described. The cause agreed on before a fix is proposed. The system correctly diagnosed instead of blamed by default. Confirm these, and the surprises that would have surfaced later get named while there is still time to do something about them.
Every project has a named decision owner
Current state confirmed against how the process actually runs
Root cause agreed on before a fix is proposed
The system correctly diagnosed instead of blamed by default
Requirements, user stories and acceptance criteria that follow from all of it
Every project has a named decision owner
Current state confirmed against how the process actually runs
Root cause agreed on before a fix is proposed
The system correctly diagnosed instead of blamed by default
Requirements, user stories and acceptance criteria that follow from all of it
How I work
I map current state before anything gets scoped. I confirm what is actually driving a problem rather than what was reported. I define who owns which decisions. Then I write the requirements, user stories and acceptance criteria that follow. I run the workshops, I document the process, and I stay through UAT.
Salesforce Service Cloud, case management, case routing, Knowledge, reports and dashboards.
Verticals: single family rental, HOA and property management, financial services.
The nine pillars behind every clean Salesforce engagement
A framework I built from real, sourced situations. The most common patterns, not a claim that nothing else can go wrong.
1
Decision ownership is named before work starts
No unnamed decision stalls the build later.
2
The process is documented, not left to memory
The source of truth matches reality.
3
The cause gets agreed on before a fix is proposed
Fixes target the real problem, not the symptom.
4
Current state gets mapped before a fix is proposed
Scope reflects what actually happens today.
5
The system gets correctly diagnosed, not blamed by default
Salesforce is fixed only when it's actually broken.
6
Documentation actually resolves the issue, not just describes the steps
Knowledge is usable, not ornamental.
7
The real process runs through the system of record, not around it
Work happens where leadership expects it to.
8
Reporting drives the decision it was built for
Numbers lead to action, not more meetings.
9
Knowledge survives turnover and scale
The system keeps working when people move on.
The Right Problem Check applies four of these nine pillars to a single project. I built it as a working diagnostic.
Real work, not theory
AI-Assisted Salesforce Case Routing Analysis
Customers were bouncing between teams, and the fix wasn't the routing rules.
Read the case study →Available now for remote contract work, full time or project based.