dw.Don WardINDEPENDENT CONTRACTORView relevant experience

RELEVANT EXPERIENCE / AI voice & enabled workflows

A useful call flow goes beyond the conversation.

I 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 experience

WHAT I CAN HELP WITH

WORK FROM PRIOR PROFESSIONAL ROLES

The experience behind the fit.

Illustrative reconstruction based on the workflow I built or managed. No client data shown.

THE TOOLS SUPPORT THE WORK

Practical experience across the stack.

Platforms and systems I've used in the projects shown here. The right choice starts with what your team needs.

01

CRM & customer systems

  • Internal CRM

    Account reporting, product workflows, and vendor tracking.

02

Conversation & voice

  • IVR workflows

    Configured call routing, queues, and CRM lookups.

HOW I WORK

Understand it. Build it. Make it usable.

  1. 01

    Understand the process

    Start with how the work happens today, including the exceptions and manual steps.

  2. 02

    Find the right first fix

    Focus on the repeated work, delays, errors, or unclear ownership that matter most.

  3. 03

    Build and test

    Configure the system and test the whole workflow, including the handoffs.

  4. 04

    Handle the edge cases

    Check missing data, duplicate runs, access problems, and unavailable systems.

  5. 05

    Leave a clear handoff

    Document the setup so your team can run and maintain it after the project.

A FEW COMMON QUESTIONS

Before we get started.

Can you work inside an existing setup?

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.

Can you handle the technical setup and the process around it?

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.

Do you only work in healthcare?

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.

Can we communicate outside Upwork?

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.

A clearer process.
A system that works.

If we connected on Upwork, reply to my proposal there and we can talk through the project.

Explore my project examples

If you found this site through Upwork, please keep project communication on Upwork until a contract is in place.