Projects that turn scattered work into systems.

Customer data was scattered across inboxes and spreadsheets, follow-ups were inconsistent, and there was no single view of where each lead or customer stood.

CRM implementation lead — platform setup, pipeline design, and process documentation.

Built a stage-by-stage pipeline mapped to the real sales motion, migrated and cleaned contact records, set up tagging and segmentation, and documented follow-up cadences so the team always knew the next action.

A single source of truth for contacts and deals, with repeatable follow-up steps that kept opportunities from stalling.

New customers waited on manual steps to get access, confirm appointments, and receive onboarding information — creating delays and dropped balls.

Automation & workflow builder — journey design, triggers, and notification setup.

Designed automated customer journeys triggered by purchase, granting access, sending timed email notifications, offering appointment booking, and guiding each customer through onboarding steps.

A hands-off onboarding flow that responded instantly to new customers and removed the manual coordination bottleneck.

Tasks lived in chat messages and memory, documentation was outdated, and there was no reliable way to track what was done, what was pending, and what was overdue.

Operations support — workflow design, SOP documentation, and tracking setup.

Created a structured task and follow-up tracker, documented standard operating procedures, and set up operational dashboards so status was visible at a glance.

Clear ownership, visible status, and consistent follow-through across recurring operational work.

Escalations were handled inconsistently, quality was hard to measure, and retention relied on reactive effort rather than a defined process.

Customer experience support — escalation handling, QA, and retention process design.

Defined escalation paths and response standards, introduced quality assurance checks, and built retention touchpoints into the customer journey so issues were caught and resolved early.

A repeatable support operation with measurable quality and a proactive approach to retention.