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Cabrera Strategy & Solutions partners with organizations during complex, high-pressure moments where outcomes matter. Our work focuses on stabilizing operations, restoring trust, and creating durable systems that support long-term performance. Each case reflects a tailored approach—grounded in strategy, executed through systems, and reinforced by leadership—to address real challenges in real environments.
Case Study 1 : Strategy Pillar
Stabilizing Global Support and Restoring Executive Confidence
For: CIO / VP IT / Head of Technology Operations
Buyer Problem
As a CIO / VP of IT, you’re accountable for uptime, customer confidence, and executive trust — but your dashboards don’t reflect reality. Escalations feel random, leaders lack clarity, and every incident becomes a fire drill.
The Challenge
A global technology organization faced rising escalations, inconsistent regional performance, and eroding confidence from senior leadership. Metrics existed, but they were fragmented, lagging, and disconnected from true business impact. Leaders could not clearly answer:
What is actually broken?
Where should we intervene?
Why do the same issues keep resurfacing?
The Approach
We led a rapid strategic assessment focused on predictability and trust, not volume.
Key actions included:
Redefining severity and escalation criteria based on business impact
Resetting KPIs to reflect outcomes rather than activity
Creating executive-level dashboards with early-warning signals
Delivering a 30-60-90 day stabilization and transformation roadmap
The Outcome
Clear, trusted visibility into operational health
Faster, more confident executive decision-making
Reduced escalation noise
Re-established credibility between IT leadership and the business
Executive takeaway:
You can’t fix what you can’t clearly see — clarity is the first transformation.
Case studies are representative of prior leadership experience. Client details have been anonymized.Case Study 2: Solutions Pillar
Reducing Escalations Without Adding Headcount
For: VP Customer Support / Head of CX / Support Operations Leader
Buyer Problem
As a support or CX leader, you’re under pressure to improve CSAT, reduce escalations, and control cost — all at once. Hiring more people isn’t an option, and process tweaks haven’t moved the needle.
The Challenge
Despite adequate staffing, escalations continued to rise. High-impact issues were identified too late, experts were overwhelmed with low-priority work, and repeat incidents damaged customer trust. Backlog aging was unpredictable and difficult to manage proactively.
The Approach
We redesigned the flow of work, not the org chart.
Key actions included:
Intelligent case routing and prioritization based on risk and impact
AI-assisted triage to detect repeat patterns and escalation triggers
Standardized incident workflows across regions
Improved knowledge signals to reduce rework and reopen rates
AI was applied deliberately — to improve speed and clarity, not replace human judgment.
The Outcome
Faster containment of high-severity issues
Lower escalation volume
Reduced backlog aging
Improved first-contact resolution and consistency across regions
Support leader takeaway:
Escalations drop when expertise meets urgency earlier.
Case studies are representative of prior leadership experience. Client details have been anonymized.Case Study 3 : Leadership Pillar
Leading Through Change Without Losing Momentum
For: COO / SVP Operations / Executive Sponsor
Buyer Problem
As an executive sponsor, you’re driving change — growth, restructuring, or leadership transition — but execution is wobbling. Teams are fatigued, accountability is unclear, and delivery risk is increasing at the worst possible time.
The Challenge
A global support organization faced significant organizational change. Competing priorities, leadership transitions, and uncertainty led to disengagement, slower execution, and rising operational risk.
The Approach
We provided hands-on leadership focused on stability first, then performance.
Key actions included:
Stepping into interim leadership to ensure continuity
Resetting expectations and ownership across teams
Coaching frontline leaders through ambiguity
Establishing consistent communication and decision rhythms
Balancing empathy with accountability to restore standards
The Outcome
Stabilized delivery during a period of change
Improved morale and leadership confidence
Clear ownership and decision-making
Organization emerged aligned and execution-ready
Executive takeaway:
Change fails when leadership presence disappears — stability enables progress.
Case studies are representative of prior leadership experience. Client details have been anonymized.Google Sites
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