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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.

Your product may be powerful, but if users cannot understand it, adopt it, or integrate it, poor documentation is costing you customers and increasing support tickets. I help SaaS companies, software teams, and technology businesses turn complex products, features, workflows, and APIs into clear documentation that users can follow, developers can trust, and support teams can rely on. With over 10 years of technical writing experience, I create accurate, structured, and scalable documentation for SaaS platforms, APIs, B2B software, technical products, and internal systems. Whether you are launching a new product, documenting an API, building a help center from scratch, improving outdated content, or preparing documentation for a new feature release, I can manage the process from discovery and planning to writing, review, publication, and ongoing maintenance. WHAT I CAN HELP YOU CREATE ✓ API Documentation REST APIs, GraphQL, OpenAPI, Swagger, webhooks, authentication, endpoints, SDKs, integrations, request and response examples, error messages, and code samples ✓ SaaS Product Documentation Onboarding guides, feature documentation, product tutorials, release notes, configuration guides, and administrator documentation ✓ Help Centers and Knowledge Bases Well-structured, searchable, and user-focused content designed to improve self-service support and reduce repetitive support requests ✓ User Manuals and Product Guides Installation guides, operating instructions, setup manuals, troubleshooting guides, FAQs, maintenance instructions, and end-user documentation ✓ Developer Documentation Quick-start guides, integration tutorials, technical references, internal documentation, developer portals, and implementation guides ✓ B2B Software Documentation Documentation tailored to enterprise users, administrators, technical teams, stakeholders, and nontechnical decision-makers ✓ System and Process Documentation Architecture overviews, workflows, standard operating procedures, deployment guides, hosting instructions, and internal processes ✓ Video Tutorials and Explainers Product demonstrations, visual walkthroughs, onboarding videos, feature tutorials, and troubleshooting videos MY DOCUMENTATION PROCESS 1. Product and Documentation Discovery I assess your product, users, workflows, technical requirements, support challenges, and available source materials. If documentation already exists, I identify missing information, outdated content, duplication, inconsistencies, navigation problems, and opportunities for improvement. If you are starting from scratch, I create the documentation plan, information architecture, content structure, and deliverables from the ground up. 2. Audience and Content Planning I organize documentation around user goals, common tasks, product workflows, technical requirements, support questions, and business objectives. 3. Technical Research and Collaboration I work closely with developers, engineers, product managers, subject-matter experts, customer success teams, and support teams to collect and verify accurate information. 4. Writing and Production I create clear, concise, and logically structured documentation supported by screenshots, diagrams, examples, code samples, and tutorial videos where appropriate. 5. Review and Quality Assurance I review every document for technical accuracy, completeness, consistency, usability, readability, grammar, terminology, and adherence to your brand or style guide. 6. Publication and Maintenance I can publish content directly to your documentation platform and continue updating it as your product, API, features, and user requirements evolve. TOOLS AND PLATFORMS ReadMe, GitBook, Docusaurus, Swagger, OpenAPI, Postman, MadCap Flare, Notion, Markdown, GitHub, Confluence, Camtasia, and Adobe Premiere Pro. WHY CLIENTS WORK WITH ME ✓ Over 10 years of technical writing experience ✓ Strong understanding of SaaS, APIs, and software documentation ✓ Clear writing for technical and non-technical audiences ✓ Dependable communication and complete project ownership ✓ Accurate, searchable, and maintainable documentation ✓ Ability to work with developers and subject-matter experts ✓ Support for one-time projects and ongoing documentation needs ✓ Written and video documentation from one specialist I do not simply rewrite technical information or fill pages with content. I create documentation that helps users complete tasks, understand features, solve problems, integrate systems, and become confident using your product. Send me a message with your product, target users, current documentation challenges, and project goals. I will help you determine the best documentation structure and approach for your project.

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 am a multidisciplinary technology and transformation professional specialising in Business Analysis, Project Management, Product Ownership, Data Analysis, Data & AI Governance, AI Engineering and IT Service Management. With 8+ years of experience across digital transformation and technology-enabled change, I help organisations analyse complex business problems, define requirements, design solutions, manage delivery and establish the governance required to operate technology, data and AI responsibly at scale. My capabilities span the full transformation lifecycle: Business Analysis & Transformation — requirements elicitation, stakeholder workshops, process modelling, gap analysis, business cases, customer journeys, functional requirements and UAT. Project & Product Management — project planning, delivery governance, product strategy, roadmaps, backlog management, user stories, acceptance criteria, Agile/Scrum delivery, risk management and stakeholder reporting. Data Analysis — data exploration, business intelligence, KPI development, data quality analysis, reporting, requirements analysis and evidence-based decision support. Data & AI Governance — data governance frameworks, data quality, data ownership, privacy-by-design, AI governance, responsible AI, risk controls, policy development and governance operating models. AI Training & Engineering — AI data annotation, prompt and context engineering, AI workflow automation, generative AI applications and agentic AI solution design. IT Service Management — ITSM, ITIL practices, service improvement, incident/problem/change management, service transition, operational governance and continual improvement. Digital Transformation — CRM transformation, Microsoft Dynamics 365, process automation, operating-model improvement, technology implementation and organisational change. I am particularly effective in engagements requiring someone who can operate across business, product, project, data, AI and technology teams, translating strategic objectives into structured requirements, governed solutions and measurable business outcomes.

Digital Business Analyst & Project Manager | Agile Delivery • Process Optimisation/Automation • Transformation Specialist. I’m a results-driven Digital Business Analyst and Project Manager with over 5 years’ experience delivering tech-enabled transformation across sectors. I specialise in streamlining workflows, optimising processes, and launching user-centred digital products that align with business goals. Skilled in Agile, Waterfall, and PRINCE2 methodologies, I’ve led full project lifecycles — from requirements gathering and stakeholder workshops to process mapping (BPMN 2.0), backlog grooming, and user acceptance testing. I collaborate closely with cross-functional teams, executives, and developers to deliver scalable solutions across CRM systems, SaaS platforms, and mobile apps. Key Highlights: ✔️ Delivered a digital loyalty app 50% faster through Agile backlog management and UI/UX alignment ✔️ Improved stakeholder engagement by 95% using structured communication and RACI matrices ✔️ Boosted sprint efficiency by 45% through backlog optimisation ✔️ Redesigned business workflows, improving operational performance by 30% Certified in Agile Project Management and Scrum, with practical simulations completed with JPMorgan, Accenture, and Cognizant. I’m proficient in Jira, Confluence, MS Projects, Trello, Visio, Miro, and automation tools. If you’re looking for a transformation specialist to optimise operations, lead agile delivery, or guide your product to launch — I’m here to help you drive measurable results.

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.