San Diego, California | Tijuana, México
hola@annazuniga.com
Important Note: This case study reflects operational work completed during 2021-2022. I ceased all professional association with Multitaskr prior to any public controversies. I did not know about any improper activities at the time of this project. This case study is presented solely to demonstrate my operational and project management capabilities. If you're curious about my experience during my tenure at Multitaskr, click here for my LinkedIn article .
From Detractors to Ambassadors: Smoothing a Bumpy Customer Journey
In the competitive construction industry, innovative ideas often face operational hurdles. Multitaskr, a startup aiming to revolutionize ADU construction with a turnkey solution, found itself struggling to deliver on its promises. As their customer base grew, so did communication gaps and project delays. They needed someone to build operational bridges while transforming frustrated customers into satisfied clients. That's where I stepped in to create their first customer success department.
BACKGROUND
Multitaskr positioned itself as a comprehensive solution for Accessory Dwelling Unit (ADU) construction, covering the entire process from design and financing to permitting and construction with a turnkey approach. Their target audience consisted of homeowners seeking to generate passive income or provide housing for family members. A distinctive feature of their service was allowing customers to experience a virtual reality walkthrough of their future ADU before construction began.
THE JOURNEY WITH MULTITASKR
THE RESULTS
These operational improvements yielded significant measurable outcomes. Customer satisfaction metrics improved by 35% through the implementation of standardized communication protocols and expectation management. Response times to customer inquiries decreased by 60% through clear process documentation and accountability frameworks. Previously dissatisfied customers began providing positive testimonials after experiencing the improved communication system. Cross-departmental collaboration improved, reducing internal miscommunications that had previously caused project delays.
This experience with Multitaskr reinforced several key operational principles that continue to inform my approach. I learned that transparency transcends perfection. Even when facing delays, honest communication builds trust, and customers appreciated clarity about timelines more than unrealistic promises. Cross-functional communication requires translation, as different departments speak different languages, from design to finance to construction. Creating standardized communication frameworks bridges these gaps. Process documentation enables consistency, with comprehensive playbooks ensuring customer experiences remain consistent regardless of which team member they interact with. Finally, operational excellence requires cultural shifts - transforming a construction company into a customer-centric organization requires fundamental changes in how teams approach their work. This project demonstrated how targeted operational improvements and communication frameworks can transform customer experiences even within complex, multi-disciplinary organizations facing significant challenges.
Anna's operational mindset and genuine empathy for our clients created a remarkable synergy between our departments. She never shied away from challenging conversations and always approached problems with a solutions-focused attitude. Even when dealing with the most difficult project delays, she maintained professionalism while being transparently honest with customers."
