THE WORK LIBRARY
Systems, workflows, products, and operating processes I've built or improved in prior professional roles. Some company details are kept general; the work, responsibilities, tools, and results come from my actual experience.
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 directlyHands on HubSpot implementations for healthcare portfolio companies starting without a reliable sales tracking system.
Built directlyPower BI reporting that brought funding, pipeline, burn rate, and shared resource use into a useful operating view.
Built directlyProduct ownership for a paid virtual assistant connecting dealership calls and texts with CRM records and workflows.
Led as product ownerRedesigned the transition from Sales to Implementation so the team could start with the information it actually needed.
Designed the processField mapping and validation for healthcare member and eligibility files, with a clear stop and correction process.
Built directlyAn n8n workflow that reads a destination path, creates date based folders, and routes files into SharePoint.
Built directlyAn inbound IVR and AI voice workflow using CRM lookups to improve lead information and human handoffs.
Configured the workflowA consistent classification and review process for recurring bugs, training needs, and feature requests.
Designed the processVendor and software records inside the studio CRM, with simple flags for overlapping capabilities.
Built directlyLed the design and implementation of a healthcare analytics platform focused on utilization, costs, providers, and outcomes.
Led design & implementationIllustrative reconstruction based on the workflow I built or managed. No client data shown.
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