RELEVANT EXPERIENCE / Customer operations & support
Support operations need clear ownership and useful reporting. I have built intake automation, account level support reporting, and Zendesk classification workflows.
View relevant experienceWHAT I CAN HELP WITH
WORK FROM PRIOR PROFESSIONAL ROLES
Connected Zendesk activity with CRM accounts to show which customers needed more support, training, or attention.
Built directlyAn automated intake workflow that asked the missing questions before a support rep picked up the ticket.
Built directlyA consistent classification and review process for recurring bugs, training needs, and feature requests.
Designed the processIllustrative reconstruction based on the workflow I built or managed. No client data shown.
THE TOOLS SUPPORT THE WORK
Platforms and systems I've used in the projects shown here. The right choice starts with what your team needs.
Built branching logic for automated support intake.
Retrieved account level support and call data.
Reporting, classification, and knowledge workflows.
Classified phrases in incoming support requests.
Configured call routing, queues, and CRM lookups.
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.