I designed an automated customer support workflow for a SaaS startup, covering refunds, bookings, and escalations. It reduced first-response time from 4 hours to under 90 seconds, and I defined when issues should go to a human agent.
As a freelance technology consultant, I also built a search tool across 10,000+ pages for a mid-size law firm, cutting document review time by 70%. I’ve supported direct sales and operated a personal Shopify store, and I use Zendesk and Gorgias for customer support.
