Real engagements. Real operational outcomes.

Business Challenge

Leads were scattered across email, spreadsheets, and disconnected tools. There was no consistent owner per lead, no SLA, and leadership had no real pipeline visibility.

Solution Designed

Designed and deployed Freshworks CRM end-to-end. Lifecycle stages were mapped to how the business actually sells, with routing, ownership, and reporting baked in from day one.

My Role

• Stakeholder discovery across departments
• Lifecycle and pipeline architecture
• Workflow and automation configuration
• Team onboarding and adoption tracking

Implementation Activities

• Mapped business processes to CRM stages
• Configured custom fields, roles, and permissions
• Built routing and notification automations
• Ran enablement sessions for each user group

Business Challenge

Reps were losing hours per week to manual data entry, stage updates, follow-up triage, and ad-hoc reporting.

Solution Designed

Built a layered automation system covering stage transitions, task generation, follow-up reminders, and pipeline hygiene rules.

My Role

• Audit of manual rep activities
• Automation design and prioritization
• Build and QA of workflows
• Change management with the sales team

Implementation Activities

• Documented repeatable manual workflows
• Built trigger-based automations and SLA timers
• Standardized stage-exit criteria
• Created reporting tied to automated activity

Business Challenge

Website inquiries were being captured manually, routed slowly, and frequently lost before any follow-up could occur.

Solution Designed

Designed an API integration mapping chatbot fields to CRM records, with validation, deduplication, routing, and instant assignment.

My Role

• Integration requirements with vendors and developers
• Field mapping and validation rules
• Routing and assignment logic
• QA across edge cases

Implementation Activities

• Authored API specs with the web team
• Built deduplication and validation rules
• Configured routing and SLA timers
• End-to-end test scenarios and monitoring

Business Challenge

High lead volume with low MQL-to-SQL conversion. Sales was burning time on poor-fit prospects while qualified leads aged.

Solution Designed

Integrated an AI scoring layer with CRM workflows to auto-qualify, prioritize, and route only sales-ready leads.

My Role

• Qualification criteria design
• AI model integration with CRM
• Routing and prioritization logic
• Closed-loop measurement

Implementation Activities

• Defined scoring inputs and thresholds
• Connected scoring outputs to CRM workflows
• Built priority queues and rep dashboards
• Tuned the model against closed-won data

Business Challenge

Years of unstructured entries created duplicates, inconsistent fields, and reporting nobody trusted.

Solution Designed

Ran a structured cleanup followed by a lightweight governance model — required fields, picklists, and ownership rules.

My Role

• Data audit
• Cleanup execution
• Governance design
• Stakeholder alignment

Implementation Activities

• Profiled duplicates and field-level quality
• Standardized picklists and required fields
• Built deduplication and merge logic
• Defined ongoing data ownership

Business Challenge

Leads were sitting unassigned or landing with the wrong rep, and accountability was unclear.

Solution Designed

Built a routing matrix with fallback rules, SLA timers, and escalation paths tied to ownership.

My Role

• Routing design
• SLA and escalation rules
• Reporting
• Rep enablement

Implementation Activities

• Mapped territory, product, and intent rules
• Built round-robin and load-balanced queues
• Implemented SLA and escalation logic
• Created routing health dashboards

Business Challenge

A capable CRM was technically live but underused — reps reverted to spreadsheets and email threads.

Solution Designed

Built a role-specific enablement program with guided playbooks, training cohorts, and adoption tracking.

My Role

• Adoption analysis
• Enablement design
• Training delivery
• Manager coaching

Implementation Activities

• Diagnosed adoption gaps by role
• Designed role-specific playbooks
• Ran live training cohorts
• Tracked usage and follow-up metrics

Business Challenge

Forms across pages and campaigns captured different fields with different rules — CRM data was inconsistent.

Solution Designed

Standardized lead capture schema, validation, and CRM mapping across every website surface.

My Role

• Schema design
• Validation rules
• Web developer coordination
• QA

Implementation Activities

• Audited every public lead capture surface
• Designed a unified schema and required fields
• Mapped fields end-to-end into the CRM
• Implemented validation and error handling

Business Challenge

Forecasts were anecdotal — leadership could not tie pipeline movement to rep activity.

Solution Designed

Designed activity capture, stage-exit criteria, and pipeline reports tied directly to forecast methodology.

My Role

• Activity model design
• Stage criteria
• Reporting build
• Forecast cadence

Implementation Activities

• Defined the activity model per role
• Standardized stage-exit criteria
• Built reps, manager, and exec dashboards
• Ran a weekly forecast cadence

Business Challenge

A mature CRM was leaking leads and frustrating users, but no one could pinpoint where.

Solution Designed

Ran a structured audit across lifecycle, automation, data, and adoption, then sequenced fixes by impact and effort.

My Role

• Audit framework
• Diagnostic interviews
• Roadmap design
• Executive readout

Implementation Activities

• Audited lifecycle and pipeline configuration
• Reviewed automations and integrations
• Assessed data quality and ownership
• Built a 30/60/90 fix roadmap

Business Challenge

Marketing and sales argued about lead quality while qualified leads aged or disappeared between teams.

Solution Designed

Co-designed a shared MQL definition, handoff SLA, and feedback loop with reporting that exposed where the funnel broke.

My Role

• Cross-team facilitation
• MQL definition
• SLA design
• Feedback loop reporting

Implementation Activities

• Aligned marketing and sales on MQL criteria
• Defined handoff SLAs and ownership
• Built shared funnel and feedback dashboards
• Ran a recurring funnel review

Business Challenge

Each channel had its own intake path, format, and routing — making attribution and follow-up unreliable.

Solution Designed

Built a normalized intake layer that ingested every channel, validated and enriched data, and inserted into the CRM with consistent routing.

My Role

• Channel inventory
• Normalization layer design
• Routing rules
• Monitoring

Implementation Activities

• Catalogued every active intake channel
• Designed a normalized lead schema
• Implemented enrichment and routing
• Built channel-level health monitoring