CASE STUDY • DATA & REPORTING
Data, Reporting &
Operational Intelligence
GitHub Education + CORL Technologies
Designing structured reporting workflows, improving data quality, and developing operational dashboards that transform fragmented information into actionable insights across SaaS and technology programs.
THE PRINCIPLE
Collecting data is not the same as creating insight.
Across both Customer Success and Program Operations roles, I have repeatedly encountered the same challenge: organizations often have substantial amounts of data, but the information is not structured in a way that makes decisions easier.
My approach is to begin with the business question—not the dashboard.
I identify what teams and leaders need to understand, determine what information can answer those questions, improve how that information is captured, and then build reporting around the resulting data.
GITHUB EDUCATION
Moving operational tracking beyond spreadsheets.
Program activity was tracked primarily through spreadsheets, limiting the team's ability to consistently identify trends, monitor recurring issues, and evaluate overall program performance.
I redesigned the tracking workflow using Microsoft Lists and SharePoint, creating a more structured approach to capturing operational activity and connecting that information to Power BI.
I developed a dashboard to visualize program activity, identify recurring patterns, and provide clearer operational visibility for leadership and cross-functional stakeholders.
The objective was to make operational reporting a natural output of the work itself rather than requiring repeated manual compilation.
SALESFORCE REPORTING
Using data quality to protect the customer experience.
I identified gaps in existing Salesforce reporting logic that could exclude institutions approaching renewal, creating risks to service continuity and operational accuracy.
Recognizing the downstream impact of incomplete data, I independently developed my Salesforce reporting capabilities and redesigned the report to improve visibility into institutions requiring renewal review.
This strengthened the team's ability to plan renewal activity, prioritize reviews, and make operational decisions using more reliable information.
THE CONNECTION
Data quality → operational reliability → customer experience
CORL TECHNOLOGIES
Building meaningful customer health reporting.
As CORL developed its Customer Success function, I researched approaches to customer health and evaluated how existing systems such as HubSpot and Power BI could support a more structured view of customer engagement and risk.
But defining customer health introduced another question: Were we measuring the things customers themselves actually valued?
When developing the QBR framework, I recommended asking customers directly what information and outcomes were meaningful to them.
When appropriate, those insights could then influence what the organization tracked and reported, creating a stronger connection between internal metrics and customer-defined value.
FROM REPORTING TO ACTION
A dashboard should change what happens next.
Whether I am looking at customer health, renewal activity, support operations, or broader program performance, my goal is not simply to visualize data.
Reporting should help answer questions such as:
Where is risk emerging?
What trends are changing?
Where is the process creating friction?
Which customers or program areas need attention?
Are our interventions working?
What should we do differently next?
TOOLS IN PRACTICE
Different systems. One operating philosophy.
Salesforce
Renewal reporting, operational visibility, data quality, and program monitoring.
HubSpot
Customer lifecycle information, engagement, and Customer Success operations.
Power BI
Developing dashboards that visualize operational activity, highlight trends, and support performance monitoring and decision-making.
Microsoft Lists + SharePoint
Replacing less structured tracking with data that can support repeatable reporting.
BUSINESS IMPACT
Better data creates better operational decisions.
Across GitHub Education and CORL Technologies, I helped transform fragmented operational information into more structured reporting practices that supported visibility, consistency, and informed decision-making.
By connecting business questions with data quality, reporting design, and actionable insights, I helped teams better understand operational performance, identify emerging risks, and prioritize improvements.