Real problems I've solved, documented properly.
A 44-FTE L1 service desk moving from 24/7 to 7AM-8PM. Used Erlang C to calculate minimum agents per 30-min slot, built a schedule matrix in Excel, and automated break and lunch constraints so coverage never drops below the SLA floor.
A mechanic shop was losing returning customers with no idea what to do about it. Built a daily automation that checks the database for upcoming vehicle inspections and fires personalised email and SMS reminders — only to customers who haven't already been in.