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I design, optimise, and automate customer support and CX operations so they scale cleanly, consistently, and profitably. With 20+ years across B2B SaaS, enterprise support, customer success, and operational transformation, I specialise in CX systems architecture, workflow automation, and customer operations design. I take fragmented workflows, bloated backlogs, manual processes, weak reporting, disconnected tools, and reactive support environments and turn them into structured operating models that teams can actually run. My work covers the full customer operations stack: • CRM • support platforms • onboarding workflows • contracts and e-signature • payments and refunds • knowledge and self-service • chat and AI escalation • automation and reporting If your team relies on spreadsheets, manual updates, disconnected systems, inconsistent macros, or individual knowledge, I redesign the system underneath it. What I deliver • CX and support operating model design • Zendesk architecture, triggers, macros, forms, routing, fields, and reporting • Intercom workflows, product tours, tooltips, help content, chat flows, and self-service • HubSpot CRM setup, companies, contacts, deals, properties, pipelines, and onboarding workflows • DocuSign workflow design, template structure, field mapping, signing flows, and CRM handoff • Stripe-related payment, refund, and support workflow design • Make and n8n automation using APIs, webhooks, and middleware • Manual process reduction across support, refunds, bookings, onboarding, and escalations • Backlog health analysis and capacity modelling • AI escalation and chatbot failure analysis • Knowledge systems aligned to KCS principles • Data-led reporting that surfaces risk early Platforms and systems Hands-on experience across: • Zendesk • Intercom • HubSpot • DocuSign • Stripe • Make • n8n • Jira • Oracle RightNow • Google Sheets and operational trackers • CRM, booking, support, contract, payment, and internal tool integrations Tools are implementation layers. The goal is operational clarity, cleaner workflows, less manual effort, and reliable data. Typical outcomes • Reduced ticket handling time and manual rework • Fewer duplicate, noisy, or avoidable tickets • Cleaner automation and macro architecture • Better routing and escalation control • Stronger CRM and support data quality • Clearer onboarding, contract, payment, and support handoffs • Reduced dependency on spreadsheets and individual knowledge • Better backlog control and utilisation visibility • Early warning indicators for churn, service risk, and operational drift AI escalation and automation leakage I also help teams understand where AI, chatbots, and support automation are failing. This includes analysing AI-escalated conversations to identify where the bot lost intent, missed a handoff request, failed to classify the issue, or created a poorly structured ticket. Typical findings include: • avoidable human escalations • missing intent capture before handoff • poor field population • weak routing or classification • chatbot loops and fallback failures • automation leakage where the customer still ends up in a manual journey The output is a practical improvement plan covering bot flows, routing, ticket fields, triggers, macros, knowledge content, and reporting. Signals I am also the creator of Signals, a CX health analysis engine that detects operational risk signals such as backlog stagnation, routing delays, silent tickets, ageing escalations, and automation leakage before they impact customers. Engagement approach Most engagements begin with a CX systems diagnostic. This reviews your customer journey, CRM structure, support workflows, automation maturity, backlog health, AI escalation quality, manual process load, and reporting integrity. The output is a clear improvement roadmap with prioritised actions. From there, I implement the highest-impact changes first. Structured. Data-led. Practical. If you want to redesign how your customer experience operation actually functions, not just configure software, we should talk.

Technical & Content Writer for SaaS Platforms | Documentation, Knowledge Base | B2B Content I create documentation and content for SaaS and digital platforms, grounded in experience owning complex enterprise systems. My background is in the management and ownership of complex enterprise DAM / PIM / omnichannel systems. In these roles I created documentation and other content to support the training of global stakeholders. This included written documentation and screen-recordings to support rapid onboarding of global user groups. I’ve worked in environments where product data and assets move across multiple integrated enterprise systems and approval workflows before reaching customer-facing platforms. My work spans: • User guides and knowledge base documentation • SaaS blog and thought-leadership content • Admin and workflow documentation • API and technical content • Training materials for global teams If you need technically literate content, from documentation to long-form articles, I’d be happy to collaborate.

Businesses often struggle with scattered data, unclear requirements, inefficient processes, and projects that exceed budgets or timelines. I help organizations transform complex information into actionable insights through Business Analysis, Data Analysis, and Project Management. Whether you need Market Research, Financial Analysis, Requirements Gathering, Business Strategy, Dashboard Reporting, or end-to-end project delivery, I provide structured, data-driven solutions that enable confident decision-making and measurable business growth. With 5+ years of experience in Business Analysis, Project Management, IT consulting, and strategic advisory, I specialize in helping companies identify opportunities, optimize operations, evaluate investments, and successfully execute projects. My expertise includes Market Research, Competitive Analysis, Financial Modeling, Business Process Improvement, Risk Assessment, Vendor Management, Stakeholder Management, and Project Coordination across industries including technology, fintech, healthcare, real estate, infrastructure, and energy. I work closely with executives, founders, product teams, and investors to gather requirements, define business objectives, analyze data, and translate complex needs into clear functional solutions. My experience covers Requirements Elicitation, Business Case Development, Technical Documentation, UML Diagrams, User Acceptance Testing (UAT), Agile Project Management, Scrum, workflow optimization, and business transformation initiatives. By combining traditional analytical methodologies with modern AI-assisted research and reporting tools, I can efficiently process large datasets, uncover meaningful trends, and deliver executive-ready reports, dashboards, and recommendations. My approach focuses on accuracy, transparency, and practical business outcomes, ensuring every recommendation is commercially viable and aligned with organizational goals. Core Services: • Business Analysis • Data Analysis & Dashboard Reporting • Project Management & Project Coordination • Market Research & Competitive Intelligence • Financial Analysis & Financial Modeling • Business Strategy & Growth Planning • Requirements Gathering & Documentation • Business Process Re-engineering • Risk Assessment & Mitigation Planning • Stakeholder & Vendor Management • UAT Testing & Solution Validation • Executive Reporting & Decision Support I take pride in delivering high-quality work within agreed timelines and budgets while maintaining clear communication throughout every engagement. My goal is simple: provide actionable insights, efficient project execution, and strategic guidance that help businesses make better decisions and achieve sustainable growth. Keywords to find me: Business Analyst, Product Manager, Product Owner, SaaS Business Analyst, FinTech Business Analyst, Product Management, Business Analysis, Agile Business Analyst, Agile Product Manager, Requirements Gathering, BRD, SRS, User Stories, Backlog Prioritization, Sprint Planning, Jira, Confluence, UX Research, Wireframes, Figma, MVP Development, ERP Systems, API Integration, Process Mapping, Business Process Optimization, KPI Dashboards, Data Analysis, SQL, Excel, Stakeholder Management, Software Documentation, UML, BPMN, Scrum, Digital Product Strategy.

I specialise in developer and end-user documentation for enterprise software, hardware, and IP products. Skills • Product and API Documentation • DITA, Information Mapping • Editing, Proofreading • Interaction Design, UX Writing • Standard Operating Procedures Writing • GenAI Prompting and AI-Assisted Content Creation Domain Experience • Cloud Networking and Virtualisation (Cisco) • Semiconductor Interface IP and Verification IP (Synopsys) • Enterprise Integration, Middleware, and RDBMS (Oracle) Tools and Technologies • API Documentation → Postman, Swagger • Authoring → Adobe FrameMaker, XMetaL Author Enterprise, Confluence, Oxygen XML Author, MadCap Flare, GitBook, Microsoft Word, Google Docs, Docs-as-Code workflows (working knowledge) • Content, Version, and Project Management → Astoria On-Demand, Adobe Experience Manager, Documentum Web Publisher, SharePoint, Jira, Rally, Perforce, GitHub • Graphics → SnagIt, Microsoft Visio, Canva • Markup and Programming Languages → Markdown, HTML, XML, C++, Visual Basic, Python • Web Development → Adobe Dreamweaver, WordPress • AI and Prompting → Generative AI tools and prompt designing for content ideation, summarisation, and quality checks Deliverables • User Guides, Installation Guides, Configuration Guides, Quick Start Guides, Upgrade Guides, API Guides, Developer Guides • Release Notes • ReadMe Files • Online Help • Standard Operating Procedures Education and Certifications • M.Sc. in Information Technology • Bachelor of Arts (English Literature) • Introduction to Microprocessors, Arm Education, Coursera • API Documentation Learning Path, Postman Academy • Git and GitHub for Writers, Udemy • Technical Communication Essentials, Coursera • Fundamentals of UX Writing, UX Content Collective • Proofreading and Editing Diploma, Center of Excellence • How to Write Effortless Quality Procedures & SOPs for ISO, Udemy • Three-Year GNIIT Diploma in Systems Management, NIIT • Microsoft Certified Solution Developer, Microsoft Core Strengths • Quality-driven and detail-oriented • Responsive and reliable • Organised and process-oriented • Collaborative and adaptive

I help busy leaders turn disorganisation into organisation, cost into profit, uncertainty into clarity by designing and managing scalable operations. As Operations Manager I will fix what is broken, improve what needs to improve, act as your strategic partner. + BUSINESS ADMINISTRATION & OPERATIONS MANAGEMENT: I confidently handle the day-to-day administrative tasks, team coordination, project management and change management to free up your overstretched time. + INFORMATION SYSTEMS ADMINISTRATION: Many years’ experience are backed up by a master’s in information systems management. I will ensure your systems are strategically aligned to business goals. I will ensure data is accurate and GDPR compliant. You will have usable systems, secure data, and operationally efficiency. + PROCESS OPTIMISATION: My training and experience cover: o Analytics, efficiency, productivity, benchmarking, best practice, gap analysis o Process Mapping | Value Stream Mapping | Hierarchical SOPs | Lean Six Sigma o Process Data Mining (descriptive analysis – what’s happening) o Simulation (predictive analysis - what happens when changes are introduced) Clear ownership and responsibility; process optimised and maintained, minimising waste, rework and bottlenecks; streamlined, creating repeatable and efficient systems. + ENTERPRISE KNOWLEDGE MANAGEMENT: Experienced and qualified I capture tacit knowledge (the secret sauce) and create accessible, searchable process and knowledge documents stored in knowledge bases (taxonomies, tagging, metadata), averting organizational memory loss, sharing expertise, and ensuring seamless onboarding.

If you have a B2B (I specialise in IT, fintech, cyber security, HR) website, product, or channel that needs content for conversions or technical/knowledge base copy (with and without AI), do read on. Help yourself to 10+ years of getting results for SaaS clients across in-house, agency, and freelance. From developing brand voice and content strategy, to writing and knowledge bases. ► Conversion copywriting Words that sell, nudge and persuade, bundled with guidance/collaboration with designers on layout and page optimisation for users and SEO ► UX/in-app product copywriting Helpful and human words and microcopy to guide and keep your product accessible and easily understood ► Technical content Writing and managing guides, brochures, knowledge bases (experienced with Zendesk, Help Scout, BetterDocs, and Intercom), app store descriptions, SaaS onboarding and walkthroughs ► Content creation, content, marketing, and content strategy Experienced with creating ebooks, white papers, industry reports, blogs, thought-leadership LinkedIn pieces (helpful, human, and with your preferred tone of voice, including ghostwriting for CEOs and senior leaders), content calendars, competitor audits, plus AI-based workflows that speed up content creation, boost SEO/GEO/AEO, and position you above competitors. ► Emails Onboarding, upselling/freemium-to-paid, community building with newsletters, experience in Mailchimp and HubSpot ►Conversational design Writing chatbot messages, developing chatbot tone and personality, creating chatbot journeys, developing user personas, mapping user journeys ► Landing pages Including optimisation, wireframing, PPC ads to make sure the whole funnel is consistent ► Brand storytelling Strategic narrative and positioning, going beyond talking about your features and instead how to make your customer the star/hero so they can succeed in this wild world (but only when they choose your business), tone of voice (ToV) and voice strategy ►Website management, launches and relaunches Taxonomy, SEO, content strategy, with loads of CMS experience including WordPress, Umbraco, Drupal ►AI copywriting and editing Your editor for optimising, prompting, checking facts, and managing content strategy at scale ►Results with start-ups, scale-ups and global brands ►Experience of working directly with business owners, agencies, and product teams ►Offering support to define a brief to understand your product and audience See my reviews to see why people say things like: "Steve would be a great asset for any organization. He was very diligent and took great care in learning about our business. Steve has the rare ability to take in unstructured information, organize it, and deliver elegant content. We look forward to working with Steve again for our website writing needs." "Steve is an absolute pro! Delivered on time and his work is A++. Looking forward to working with him on my next job." Read enough? Got more questions? Get in touch and let's start doing great things.