CRM & systems
01Enterprise Salesforce Transformation & Rollout
Redesigned commercial processes and supported the transformation of a Salesforce environment alongside a large technical implementation team. From business requirements and process design to testing, documentation, rollout and sales team training.
Salesforce · CRM Architecture · Change Management
CRM & systems
02HubSpot Implementation & Optimization
Implemented and restructured HubSpot environments to support evolving sales processes, lifecycle management, pipeline visibility and automation. Translated commercial requirements into practical CRM configurations and workflows.
HubSpot · Sales Operations · CRM Implementation
Revenue lifecycle
03Building Customer Success Operations from Scratch
Established the post-sale operating framework, introducing processes and visibility for customer lifecycle management, renewals, expansion, contraction and churn. Connected teams, systems and reporting to support ongoing revenue management.
Customer Success · Retention · Revenue Lifecycle
Forecasting
04Sales Forecasting Framework & Leadership Enablement
Introduced structured forecasting processes, including pipeline inspection, forecast categories, management cadence and reporting. Trained commercial leadership on the methodology and its use in revenue planning.
Forecasting · Pipeline Management · Sales Leadership
GTM engineering
05ICP-Based Outbound Engine & GTM Engineering
Defined target customer segments and buyer personas, then translated the targeting strategy into practical prospecting workflows. Configured enrichment, account qualification, contact discovery and outbound infrastructure using modern GTM tools.
ICP · Clay · Apollo · Outbound Automation
Data & reporting
06Revenue Data Architecture & KPI Standardization
Partnered with BI and data teams to define revenue metrics, establish reporting logic and connect CRM processes to data warehouse transformations. Aligned operational and management reporting for reliable revenue visibility.
Revenue Analytics · Data Modeling · BI
Quote-to-cash
07Subscription Billing & CRM Integration
Designed business rules and integration requirements connecting subscription billing and CRM systems. Covered new subscriptions, upgrades, downgrades, renewals, cancellations and their impact on revenue reporting and opportunity creation.
Salesforce · Chargebee · Integration Design · ARR
Revenue lifecycle
08Renewal Process Redesign & Automation
Redesigned renewal workflows to distinguish automated renewals from account-manager-assisted negotiations. Defined eligibility, statuses, exceptions, commercial controls and requirements for supporting system automation.
Renewals · Process Design · Automation
In-house role
09RevOps Team Leadership & Transformation
As in-house RevOps Lead, led the revenue operations function through a period of growth and change: set the operational roadmap, prioritized cross-functional initiatives and coordinated delivery across sales, customer success, marketing and finance.
RevOps Leadership · Operational Roadmap · Cross-functional Delivery
Contact centre operations · career start
10High-Volume Omnichannel Customer Operations
Worked in large-scale debt collection operations, supporting high-volume customer engagement across outbound calling, email and inbound chat. Hands-on experience with operational workflows, dialer-based outreach and managing customer interactions at scale.
Debt Collection · B2C Operations · Omnichannel Engagement · Dialers
Sales operations
11Inbound & Outbound Contact Center Infrastructure
Supported the design and optimization of high-volume inbound and outbound customer contact operations, including IVR routing, dialer configurations and telephony workflows. Focused on enabling reliable customer reachability and scalable outbound engagement across a large B2C customer base.
IVR · Dialers · Call Routing · Contact Center Infrastructure
Customer operations technology
12Customer Service Platforms & Workflow Operations
Operated customer service technology and workflows, including Freshdesk, with broader familiarity across platforms such as Zoho. Experience connecting customer communications, service processes and operational requirements to support efficient customer-facing teams.
Freshdesk · Zoho · Customer Service Operations · Workflow Design