David

CRM and Business Operations Specialist

Services • Freelance

Jul 2026 - Jul 2026 • 0 mos

Worked directly with the operations and client-service teams to improve how the company managed prospects, clients, projects, and internal workflows. My role covered CRM administration, process improvement, workflow automation, reporting, and the integration of business systems used across sales and service operations. I helped structure the company’s CRM environment around the actual client journey, from initial inquiry through onboarding, active service, renewals, and ongoing account management. This included organizing pipelines, custom fields, activities, tasks, client records, ownership rules, and follow-up processes so different departments could work from consistent information. For sales operations, I used Salesforce, Pipedrive, Zoho CRM, and Insightly to organize opportunities, automate follow-up activities, manage assignments, and improve visibility across the pipeline. SuiteDash and Accelo were incorporated into client-management processes where projects and ongoing services needed to connect with customer records. On the project and operations side, I helped manage workflows through Scoro, BigTime, Kantata, Productive, and Workamajig, connecting project activities with deadlines, team responsibilities, client information, and reporting requirements. I also worked on workflow triggers and data movement between systems where integrations were available. A major part of my responsibility was making sure the systems reflected how the company actually worked. I reviewed manual processes, identified repetitive tasks, created automated workflows, tested triggers, cleaned records, mapped fields, and documented procedures for the team. The result was a more organized operating environment where sales, project management, and client-service teams could see the information they needed without constantly switching between disconnected processes.

IT Service Management and Automation Specialist

Vertex Data Consulting • Freelance

Apr 2026 - May 2026 • 1 mo

Worked directly with the service delivery and operations teams to improve how the company handled IT requests, customer accounts, service tickets, projects, and recurring tasks. My responsibilities covered PSA administration, workflow automation, customer management, service processes, reporting, and integrations between the systems used by the business. I helped organize service operations in ConnectWise PSA, Autotask PSA, and HaloPSA, setting up ticket workflows, priorities, statuses, assignments, service categories, customer records, and escalation processes. The goal was to make sure incoming requests reached the right team and that important service activities were not dependent on manual reminders. For endpoint and technician operations, I worked with Atera, SuperOps, and Syncro to connect service activities with customer information, technician responsibilities, alerts, and recurring maintenance processes. I helped structure workflows around ticket creation, technician assignments, notifications, follow-up tasks, and service documentation. I also worked with Zomentum BMS to improve the connection between sales activity and service operations. Lead and customer information was organized so that opportunities could move more smoothly from the sales process into the appropriate client and service workflows. A significant part of the role involved improving the handoff between sales, account management, technicians, and management. I worked on CRM and PSA data mapping, automated task creation, notifications, recurring service processes, pipeline updates, and reporting so teams had better visibility into active work and customer activity. I regularly reviewed existing processes to identify duplicated data entry, missed notifications, disconnected workflows, and unnecessary manual steps. Where supported, I used integrations, APIs, webhooks, and automation tools to connect systems and move information between them.

Accounting and Tax Operations Specialist

Advisory Capital Broker Training • Freelance

Feb 2026 - Feb 2026 • 0 mos

Worked directly with the accounting and client-service teams to improve how the firm managed tax clients, accounting engagements, documents, deadlines, communications, and recurring work. My role focused on organizing client workflows and reducing the amount of administrative work required to keep engagements moving. I helped structure client onboarding and ongoing service processes across Canopy, TaxDome, Karbon, Financial Cents, Ignition, and Liscio. Client information, engagement stages, assigned staff, required documents, deadlines, and follow-up activities were organized into clear workflows so the team could see what needed attention at each stage. For tax and accounting engagements, I helped build processes for new-client intake, document collection, task assignment, deadline reminders, review stages, client communication, and engagement completion. TaxDome and Canopy were used to organize client portals and document-related processes, while Karbon and Financial Cents supported internal task management, recurring work, and team coordination. I also worked with Ignition to improve the process from prospective client through proposal, engagement, and service commencement. This helped connect sales activity with the operational steps required after a client accepted an engagement. For client communication and collaboration, Liscio was incorporated into workflows where secure communication, document exchange, and client follow-up were required. I helped organize notifications and task processes so important client requests did not remain buried in email or informal conversations. The firm also used HubSpot, Zoho CRM, and Pipedrive for business development and relationship management. I helped connect prospect information with the firm's onboarding process, organize pipeline stages, create follow-up tasks, and maintain cleaner handoffs between sales and accounting teams.