A look inside the CRM workspaces, support tools, and automations I've built and maintained. Sensitive client data is intentionally blurred.
CRM Management & Lead Operations
HubSpotApollo.ioGoogle Sheets
Client data masked
Organized customer records, sales pipelines, deals, contacts, and lead-generation exports across HubSpot and Apollo – keeping data clean, searchable, and ready for outreach.
Maintained contact, company, and deal records across multi-pipeline HubSpot workspaces.
Built targeted prospect lists in Apollo and exported verified leads to structured Google Sheets.
Created outbound sequences with personalized AI snippets and tracked email delivery.
Logged activities, meetings, and tasks against deals to keep handoffs clear.
Configured a full Freshdesk helpdesk from the ground up – ticket statuses, business hours, skill-based routing, agent groups, and automation rules – so customer requests reach the right agent on time.
Built custom ticket statuses (Waiting on Customer, Resolved, Closed, Pending) with conditional fields.
Defined business hours and holiday schedules to drive accurate SLA timers.
Created skills like Handling Customer Orders and Refund Requests for skill-based routing.
Organized agent groups (Feature Request, Order, Refund) with round-robin and manual assignment.
Real client data – sensitive fields blurred
1 / 5 · Freshdesk – Custom ticket statuses with conditional field sections
Workflow Automation & Process Optimization
ZapierFreshdeskGoogle FormsGmailGoogle Tasks
Client data masked
Designed multi-step automations that turn form submissions and tickets into instant emails, follow-up tasks, and routed work – removing manual handoffs and accelerating response time.
Built a 4-step Zap: Google Forms trigger → conditional filter → Gmail notification → Google Tasks follow-up.
Configured Freshdesk ticket-creation rules that auto-assign by issue type and priority.
Used filter conditions to make sure only qualified leads trigger downstream actions.
Reduced manual follow-up effort and improved consistency of customer response.
Real client data – sensitive fields blurred
1 / 5 · Zapier – Google Forms trigger: Service Inquiry / Discovery Form
Self-Service Knowledge Base, Forum & Canned Responses
Freshdesk
Client data masked
Built a complete self-service experience inside Freshdesk – categorized knowledge base articles, community forum categories, and a library of canned responses so customers get answers fast and agents reply consistently.
Created knowledge base categories (How to Order a Bag, Refund Policy, Wholesale) with step-by-step articles.
Published structured 'How to Order' and 'How to Cancel an Order' articles for customer self-service.
Set up forum categories for Order Questions and Feature Requests with moderated community topics.
Built reusable canned responses (Inconveniences, We Will Respond Soon) to cut reply time and keep tone consistent.
Managed a live Shopify storefront end to end – adding products, structuring collections, and maintaining customer records so the store stays organised and easy for shoppers to browse.
Added and maintained product listings with titles, descriptions, media, pricing, and inventory status.
Created and organised collections (Leather Jacket, Stock Jeans, Women's Classic Denim Jacket) to group products for storefront navigation.
Wrote clear, on-brand product and collection descriptions highlighting features and benefits.
Onboarded new customers, tagged records, and kept CRM-style customer profiles up to date.
