Portfolio demonstration with synthetic data

Resolving lead-routing ownership

A fictional inbound lead qualifies for a regional queue and a specialist queue. Replay the same records before and after a precedence change.

My role

I redesigned Government/Defense and geographic lead-routing rules, resolved ownership conflicts, and validated changes before and after release.

How I would test the routing change

Identify eligible routes
Set ownership precedence
Replay in staging
Verify the released rule

Test a routing conflict

Routing policy

Expected and actual assignments
Lead	Eligible queues	Assigned queue	Expected queue	Check

Checks before and after launch

Before launch, test common and unusual assignments in staging. After launch, sample actual assignments and check whether more leads are going to manual review than expected.