Vrutika Anjirwala
MS Project Management’25
Project Management Co-op at Massey Service Inc.

What challenge did you tackle during your co-op?

One of the most complex challenges I addressed was transforming a heavily paper-based and manual customer care workflow. Customer inquiries were tracked using physical documents and shared spreadsheets, which led to delays, frequent handoff issues, and risks of data inconsistencies. This process slowed down response times for customers, increased operational effort for team members, and created unnecessary dependency between teams. This challenge affected the inbound customer care team, outbound engagement team, and website operations team. 

How did you approach solving this complex organizational challenge?

I conducted detailed discovery sessions with stakeholders across all three Customer Care teams to understand their pain points, workflows, and interdependencies. I mapped out existing processes end-to-end, identifying bottlenecks, redundancies, and breakdown points in handoffs. From there, rather than recommending new platforms, I took a strategic and cost-conscious approach, researching the capabilities of the organization’s existing tools and identifying underutilized features that could be leveraged to automate approvals, notifications, tracking, and documentation. Once finalized, I presented the proposed framework to senior Customer Care leadership, addressed all stakeholder questions, incorporated feedback, and led the full implementation, including documentation, training sessions for all three teams, and hands-on support to ensure smooth adoption.

What skills did you develop and apply during this experience?

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