Hire the Best Omnex Systems Problem Solver Specialists
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Take your operations to the next level - it CAN be easier! Behind every growing business is an Alfred. Businesses reach a point where scaling isn't possible without organizational structure for the next phase. That's where I come in. You might know exactly what you want, or you might have a general sense of unease. Many business owners know there are things they can do better, but they aren't sure where to start and don't have the time to figure it out. I've spent years honing a carefully curated (but extensive) skill set with invaluable insights into different industries, processes, tools, and departments. I've worked on hundreds of projects, which has allowed me to analyze businesses and develop custom solutions. I've also worked hard to become comfortable with as much technology as possible. I'm certified in GoHighLevel, Hubspot, Asana, Notion, Make, QuickBooks, Trainual, and Gorgias. I'm expert-level in ClickUp, Trello, Monday, ProcessStreet, Jira, Confluence, Hubstaff, Harvest, Front, and many more. Some of my specialty areas include: - Day-to-day direct executive support, project management, or operations management - Acting as team communication leader and project manager, ensuring efficient information sharing - Process development - Analyzing, streamlining, and automating workflows - Tool recommendations, data migration, setup, and training - Financials (QuickBooks, data transfers, budgets, action plans). I am a certified QuickBooks ProAdvisor! I am certified to help you optimize your usage of QuickBooks. - I specialize in choosing, setting up, and executing project management software. I am well-versed in all major options. I am an Asana Together Certified Pro and Notion Certified. - Developing, launching, and leading initiatives regarding efficiency, organization, team building, marketing, hiring, and more. - Resource management, including HR, payroll, and employee engagement - Long-term goal planning and breaking down those goals into achievable projects with specific steps and due dates - Putting out fires, reducing bottlenecks, and keeping things from falling through the cracks Certified in: GoHighLevel, HubSpot, Asana, Notion, Gorgias, Make, Trainual, and QuickBooks Experienced in: Airtable Calendly Canva Clickup Clockify Confluence Dubsado Etsy GoHighLevel Google Data Studio Google Products Harvest Hector Hexnode Hive Hootsuite Hubspot Hubstaff Insightly Loomly Monday Office/Microsoft Products Paymo Post Affiliate Pro Processstreet Reclaim Shopify Sortly Sunsama Todoist Trello Various form tools (Google Forms, TidyForm, Notion Forms, etc.) Various email marketing tools (Mailchimp, Infusionsoft, Constant Contact, Keap, etc.) WordPress Wrike Zendesk Zoho And even more industry-specific software (NutriAdmin, ServiceNow, ConnectWise, etc.)

I help businesses turn disconnected tools, inconsistent processes, and scattered information into practical operating systems supported by AI, automation, and clear documentation. My work combines AI workflow design, business process improvement, system integration, operational governance, and training. I build and teach solutions using Claude Cowork, Claude Projects, ChatGPT, Gemini, Microsoft Copilot, APIs, CRMs, Microsoft 365, Google Workspace, and the tools a business already relies on. Current consulting work: • Building an AI-assisted prospecting and workflow system for a New York City real estate business, including owner research, CRM and API integrations, spreadsheet analysis, lead prioritization, and market research workflows • Building a private executive AI workspace for an active investor, including market and investment research, legal and fund-document analysis, correspondence drafted in his voice, and reusable voice-driven workflows • Supporting an operational infrastructure program for a multi-state healthcare services company, including company-wide policies, SOPs, process governance, compliance documentation, approval structures, and standardized operating frameworks • Helping an e-commerce business improve AI adoption, analytics reporting, conversion tracking, and cross-platform visibility across Shopify, Google Analytics, Google Ads, and Amazon Before launching Haven Point Consulting, I led complex operational initiatives at Microsoft supporting Fortune 500 customers and high-value commercial operations. Enterprise operations highlights: • Supported more than $2.5 billion in commercial pipeline during a single fiscal year • Supported $420 million in commercial deal operations during a single quarter • Designed and improved workflows across teams, systems, and business processes • Managed high-stakes operational work where accuracy, documentation, and follow-through were essential How I can help: • AI workflow design and implementation Build Claude, ChatGPT, Gemini, and Copilot workflows for research, reporting, knowledge management, content development, client-facing websites and marketing, client operations, and repetitive administrative work. • Business-system integration Connect AI with CRMs, Microsoft 365, Google Workspace, APIs, databases, and existing business tools. This can include custom MCP solutions when appropriate. • AI consulting, coaching, and training Create practical AI workspaces, reusable processes, and team training so you understand how to use and maintain the system after implementation. • Operations and workflow improvement Analyze current processes, identify duplication and gaps, redesign workflows, document SOPs, and create scalable operating systems. • Operational documentation and governance Develop policies, procedures, process documentation, approval structures, and governance frameworks that create consistency and support long-term growth. I am a Prosci Certified Change Practitioner, so adoption and usability are built into my approach. I do not simply introduce another platform. I determine how the work should flow, what each system should own, and where AI, automation, or clearer documentation will create meaningful value. If you need help connecting your tools, redesigning a workflow, building an AI-supported operating system, strengthening your operational foundation, or training your team to use AI effectively, let’s discuss your project.

Customer support platforms get messy fast. Bad ticket routing, no automation, agents answering the same questions 50 times a day. I fix that. Zendesk, Intercom, and Gorgias specialist. 16 years in support operations and 500+ helpdesk implementations shipped. Founder of Smart Instinct (Zendesk Advanced Tier Partner, Gorgias Solutions Partner, Intercom Solution Partner) and the senior consultant on every engagement. Recent clients: SF Marathon (56% chat deflection on Zendesk), StraighterLine (online education, 150,000+ learners), Blockchain (crypto platform), ThighPro, and Genesis Digital (Intercom + custom Discord). I first ran support teams for ecommerce and SaaS companies, then moved into platform implementation full-time. That background matters because I have sat in the chair your agents sit in. I build systems for how your team actually works, not how a vendor's demo makes it look. What I do Zendesk, Intercom, and Gorgias implementation and migration. Full implementations and configurations for Zendesk, Intercom, Gorgias, Freshdesk, Freshservice, Help Scout, Helpshift, Tidio, RingCentral, and Aircall. Data migrations between platforms, multi-channel integration across email, chat, SMS, and social, and clean handoffs with documentation your team can actually use. Workflow automation and ticket routing. Custom automation rules, smart ticket routing, SLA management, escalation workflows, macro and template libraries, and business rules built around your real support volume patterns, not generic templates. AI implementation and chatbot development. Set up and training for Zendesk AI, Intercom Fin, Gorgias AI Agent, and Pylon AI. Intent mapping, conversation design, brand voice tuning, and AI-enhanced routing that handles the repetitive stuff so your agents focus on the work that actually needs a human. Help center and self-service. Knowledge base builds, FAQ optimization, customer portal customization, and deflection rate improvement. A well-built help center is the cheapest ticket you've ever had to answer. Team training and ongoing support. Agent onboarding, platform training, process documentation, and retainer-based optimization for teams that want a long-term partner instead of a one-time contractor. Results clients see - 30-50% reduction in ticket volume through automation and self-service - Faster first response times from routing that actually routes correctly - Higher CSAT from workflows that stop making customers repeat themselves - Less agent burnout because the system handles what the system should handle - Reporting visibility that finally tells leadership something useful How I work One-time projects like migrations, new platform setups, and optimization audits. Ongoing retainers. Emergency troubleshooting when something breaks, and you need it fixed today. To get started If your support platform feels like it is working against you instead of for you, send me a message with what you are dealing with. I will tell you honestly whether I can help and what it would take.

User experience is my focus when I build a solution. I listen to the details of your requests but I always keep the big picture in mind. What are we trying to achieve? What are the business outcomes you want to achieve? What tool best fits the job? Expert level skills in: Microsoft 365 administration, Business Process Automation, Teams, Planner, Planner Task Rollup Across all Plans, Microsoft Flow, Power Automate, Power Apps, Project Online, SharePoint Online and On Premises, Search Configuration. I've helped clients with requests such as: Automatically create tasks in the Planner based on keywords in the subject line of the email Migrate their content from On Premise SharePoint to SharePoint Online Quality Management System ( QMS ) built on SharePoint platform with approval routing of documents Rollup all Planner tasks into one view for management, department heads Build Automation to check a facility list for upcoming inspections, certifications, audits, renewals Automatically send a text message when the client's boss sends an email Automate data entry from an email to SharePoint list, using power automate flow Build a customer database in the cloud and track all interaction/marketing attempts Purchase Order Requisition application with flow approval Physician Network Adequacy app Custom project site templates in teams Document Center approach to SharePoint rather than individual, document libraries Implement Microsoft Teams and provide best use scenarios

If your business runs on files saved in forgotten locations 🗂️, endless email searches 📧, and Karen having the only copy of THAT spreadsheet 🤦‍♀️, then you’ve probably waited too long to talk to me. Scattered information. Clunky processes. Complicated projects. Disconnected teams. Systems nobody quite understands. And temporary workarounds that somehow became permanent. My career has taken me into many corners, but curiosity has always been the common thread. I want to understand how things work, why they work that way, and whether there’s a better way to do it. 🏋️‍♀️ HOW I CAN HELP 🏋️‍♀️ You don’t need a perfectly defined project or a 12-page scope of work. Bring me the big operational headache, the half-built system, or the document that makes you cringe every time you open it. I’m equally happy untangling something complicated or knocking out the smaller thing that’s been driving you nuts. MAYBE YOU NEED: 🎨 A messy form, document, presentation, PDF, or piece of marketing collateral cleaned up, branded, formatted, and made a whole lot nicer to look at ⚙️ A clunky workflow untangled or a process that takes 14 steps turned into 5 🧩 An Airtable, SharePoint, CRM, automation, or system built, cleaned up, or made easier to actually use 📋 SOPs, documentation, checklists, training materials, or a knowledge base that gets important information out of people’s heads and somewhere everyone can find it 🎟️ A complicated project or event wrangled back into submission: timelines, logistics, vendors, approvals, ticketing, partners, teams, and approximately 700 moving parts that all need to happen by Tuesday 📣 A marketing campaign, promotion, website, or customer journey that needs a fresh set of eyes on the messaging, calls to action, execution, or what happens AFTER someone clicks 🤝 Teams, vendors, partners, and moving pieces coordinated so everyone knows what the hell is happening Or maybe you just need someone to look at the whole thing and say: “Okay. HERE’S the problem.” Sometimes the answer is a new tool or system. Sometimes it’s a better process, cleaner data, clearer communication, or documentation people can actually use. And sometimes “we’ve always done it this way” is precisely what belongs in the office bonfire. 🔥 I’m here to make the work WORK BETTER for the humans actually doing it. 🧾 A FEW RECEIPTS 🧾 📊 Built Airtable into an operational backbone for a team, eventually managing 20 active bases, 50+ automations, role-based interfaces, and integrations with Zapier, SharePoint, Outlook, and Etix. 🗂️ Helped turn 1TB+ of scattered business data into something people could actually find and use as part of a company-wide move to a unified SharePoint environment. 🎟️ Took 40+ large-scale events from idea to doors open, owning talent booking, marketing plans, ticketing, vendors, partnerships, logistics, communications, and show-day execution. 🎫 Supported the marketing, ticketing, systems, and customer journey behind 1,000+ concerts, building processes for show reps and stepping into onsite leadership for larger shows. 🍺 And yes, sometimes “operations” meant coordinating 170+ breweries and 65 restaurants across five markets in a single season. Because apparently I enjoy logistical puzzles with alcohol involved. 😂 🏋️‍♀️ WHY YOU CAN TRUST ME WITH THE MESS 🏋️‍♀️ For 15+ years, I’ve been the person teams hand the complicated stuff to. I’ve built systems, redesigned workflows, managed projects and events, created SOPs, implemented technology, led teams, coordinated vendors and partners, overseen marketing, and improved customer experiences. More than anything, I’ve stepped into the gaps when somebody needed to figure things out and keep things moving. The last decade of my career was largely spent herding cats in live entertainment across operations, marketing, ticketing, production, and customer experience. It’s an industry where deadlines don’t move, plans absolutely do, and “well…figure it out” occasionally becomes a legitimate project-management methodology. 🤘 Live events taught me something I carry into every project: 🎯 Eventually, planning has to become EXECUTION. 🎯 The deadline arrives whether your spreadsheet is ready or not. 🎯 Turns out, I’m pretty damn good at figuring it out. 👀 WANT TO SEE SOME OF THIS IN THE WILD? Take a look through my portfolio below. You’ll find examples of systems I’ve built, operational tools, documentation, branded materials, sales collateral, and some of the other things I’ve created along the way. Got a mess you’re tired of dealing with? Bring it to me. ✨ You bring the WTF. I’ll bring the “What if we tried this?”

I help founders and organizations turn business priorities, recurring problems, and scattered work into clear operational systems that get executed. I bring 15+ years of experience across business operations, project and program leadership, technology, healthcare, and consulting. I've worked with enterprise organizations including Ochsner Health, Atlassian, Amgen, AstraZeneca, GSK, BlackBerry/Cylance, and Alaska Airlines, as well as founder-led and growing businesses where priorities move quickly and operating structure often has to be built while the company is running. Clients typically bring me in when: • Leadership has priorities but needs help translating them into executable work • Important work lives across Slack, meetings, spreadsheets, tools, and people's heads • Projects are stalling or ownership and accountability are unclear • Teams are operating reactively instead of against visible priorities • Processes have grown organically and need to become repeatable • Leadership lacks visibility into what's on track, what's blocked, and what requires a decision • Manual processes and reporting are consuming time that could be automated or simplified • The business is growing faster than its operational systems My work sits at the intersection of business operations, program management, and technology. I help make priorities and work visible, translate business needs into processes and systems, establish ownership and accountability, identify dependencies and blockers, and create the reporting leaders need to make informed decisions. In my current consulting engagement with a growing medical and surgical supply sourcing and distribution company, I'm helping move the organization from informal, founder-led ways of working toward a more scalable operating model. That includes building portfolio and roadmap visibility, creating intake and prioritization processes, establishing production-support workflows for bugs and enhancements, improving cross-functional execution, partnering with finance and technology on reporting and dashboards, documenting repeatable processes, and identifying opportunities for AI and automation. I don't believe in adding process for the sake of process. The goal is to build enough structure that people know what we're working on, why it matters, who owns it, what's blocking it, and whether we're making progress, without creating unnecessary bureaucracy. Areas I Support • Business & Strategic Operations • Project & Program Leadership • Portfolio & Roadmap Management • Operational Planning & Execution • Workflow & Process Improvement • Cross-Functional Coordination & Accountability • Prioritization, Capacity & Dependency Management • Operational Visibility, KPIs & Executive Reporting • SOPs & Operational Documentation • AI-Assisted Process Improvement & Workflow Automation • ClickUp, Monday, Jira & Smartsheet Selected impact: • Eliminated approximately 17,000 manual tasks through workflow automation • Reduced 200–300 daily manual tasks through an agentic AI implementation • Built governance and delivery structures for complex enterprise initiatives • Created operating processes that moved work out of conversations and into visible, accountable workflows • Led transformation and execution initiatives across healthcare, technology, digital marketing, fintech, and consulting environments If you need someone who can walk into complexity, understand how the pieces fit together, and turn strategy and scattered work into an operating structure that gets things done, I'd love to talk. -Erika