Gave a university one place to take a student grievance from intake to resolution.

Student grievances were handled across channels without a single system of record.

No consistent intake, routing or resolution tracking; documents needed secure external storage.

• Built a Service Cloud case management process covering intake, assignment and resolution.
• Integrated AWS S3 via ContentDocument and ContentVersion for secure, scalable document storage.
• Mentored five interns on fundamentals, code quality and agile delivery during the build.