CONNECTED THROUGH UPWORK?
I'm Don, an independent contractor working across automation, CRM, reporting, AI, and technical operations. These pages bring together the most relevant work so you can quickly assess the fit.
I build automation around the process that already exists, then remove the repeated steps without making the stack harder to manage.
View relevant experienceI work on the parts of CRM projects that usually create the most problems: the data, the workflow, the handoffs, and the integrations around the CRM.
View relevant experienceI can help with the collection, cleanup, storage, and reporting so your team does not have to rebuild the same spreadsheet every week.
View relevant experienceApproved knowledge, conversation logic, structured intake, system connections, and human handoff should work together. My background includes conversational CRM products and automated support intake.
View relevant experienceI can help design AI voice around CRM context, routing, record updates, and a clear human handoff. My background includes inbound IVR configuration and conversational CRM product ownership.
View relevant experienceSupport operations need clear ownership and useful reporting. I have built intake automation, account level support reporting, and Zendesk classification workflows.
View relevant experienceI have worked where healthcare operations and technology meet, from member and eligibility data validation to CRM implementation and portfolio analytics.
View relevant experienceI can help connect the project plan, technical implementation, testing, and operating process. My experience includes product ownership and redesigning the sales to implementation handoff.
View relevant experienceA FEW STARTING POINTS
Connected Zendesk activity with CRM accounts to show which customers needed more support, training, or attention.
Built directlyHands on HubSpot implementations for healthcare portfolio companies starting without a reliable sales tracking system.
Built directlyRedesigned the transition from Sales to Implementation so the team could start with the information it actually needed.
Designed the processIllustrative reconstruction based on the workflow I built or managed. No client data shown.
HOW I WORK
Start with how the work happens today, including the exceptions and manual steps.
Focus on the repeated work, delays, errors, or unclear ownership that matter most.
Configure the system and test the whole workflow, including the handoffs.
Check missing data, duplicate runs, access problems, and unavailable systems.
Document the setup so your team can run and maintain it after the project.
A FEW COMMON QUESTIONS
Yes. A lot of the work I take on starts with something that already exists. I review the setup, understand what works, and improve the part causing problems without rebuilding everything by default.
Yes. My background includes technical implementation and operations. I can work on the automation, CRM, data, or integration while looking at how the team actually uses it.
No. Healthcare is a large part of my background, but I have also worked in SaaS, venture backed companies, CRM products, support operations, and business systems.
If we met through Upwork, project communication needs to stay on Upwork until a contract is in place. After that, we can use the tools that make sense for the project.
LET'S MAKE THE WORK EASIER.
If we connected on Upwork, reply to my proposal there and we can talk through the project.
If you found this site through Upwork, please keep project communication on Upwork until a contract is in place.