AI & voice / Customer support · PRIOR PROFESSIONAL WORK

Call routing with the customer context attached

An inbound IVR and AI voice workflow using CRM lookups to improve lead information and human handoffs.

MY ROLE

I configured IVR menus, call transfers, CRM lookups, AI voice prompts, call queues, and lead routing logic.

The problem

Automotive sales and support calls needed faster routing and better context before a person took over.

What I did

Used CRM lookups to identify sales callers, vehicles of interest, and existing salesperson relationships.
Looked up the associated client and prior support contact history for support calls.
Configured AI voice prompts to collect additional information before transfer.
Sent gathered details to the CRM as a lead, with users deciding whether to update existing records.
Routed new leads to a general pool and returning customers to their existing salesperson when identified.

How the team used it

Preserve customer context across sales and support calls.
Give staff better lead information before they take over.

WHAT CHANGED

Improved lead quality, call routing speed, and context available before human handoff.

Relevant services

CONNECTED EXPERIENCE

More work to explore.

AI & voice / CRM

Bringing CRM context into the conversation

Product ownership for a paid virtual assistant connecting dealership calls and texts with CRM records and workflows.

Led as product owner

Roughly 15% higher sales conversions

Internal CRM

Reporting & data / Customer support

Making the real cost of support visible

Connected Zendesk activity with CRM accounts to show which customers needed more support, training, or attention.

Built directly

Google Apps Script · Zendesk API · Internal CRM

Automation / Customer support

Giving support a better starting point

An automated intake workflow that asked the missing questions before a support rep picked up the ticket.

Built directly

About 50% less time to resolve an issue

Power Automate · Dialogflow · Email intake

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

LET'S MAKE THE WORK EASIER.

A clearer process.
A system that works.

Have a workflow that needs a better way? Start with the work that looks closest to yours.

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