01 — The problem
Support articles lived across Google Docs, Slack pins and one agent's notes. Customers were sent conflicting instructions and nobody owned updates.
02 — What I did
Audited and de-duplicated 60+ articles, defined a single article template and naming convention, rewrote the top 25 by ticket volume, and assigned an owner and review date to every page.
03 — Result
- 60 scattered documents consolidated into 38 owned articles
- Ticket deflection on the top 5 topics improved measurably within two months
- Quarterly review cadence adopted with owners named per article
04 — Related sample document
DOC-004 · Back-Office OperationsWeekly Back-Office Runbook & Process Map
A recurring operations runbook: daily and weekly task cadence, data-entry quality rules, escalation paths and a reporting handoff to management.
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