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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.

Why Clients Hire Me ⭐ 10+ Years of Experience ⭐ Adobe Acrobat & Fillable PDF Expert ⭐ DocuSign Workflow Specialist ⭐ Adobe InDesign Document Design ⭐ Business Automation with Zapier & Make ⭐ Fast Turnaround & Clear Communication ⭐ MS Word Documents Formatting Are you spending too much time on manual paperwork, repetitive tasks, or poorly designed documents? I help businesses transform their document processes into professional, efficient, and automated systems that save time, reduce errors, and improve productivity. With over 10 years of experience, I specialize in creating interactive PDFs, DocuSign workflows, professional document layouts, and business automation solutions that streamline operations and enhance the user experience. My Expertise ⭐Fillable PDF Forms (Adobe Acrobat Pro) • Convert static PDFs into professional interactive forms • Text fields, checkboxes, dropdowns, calculations, and validations • Digital signature fields and automated form functionality • User-friendly, polished, and business-ready documents ⭐DocuSign & E-Signature Solutions • Custom DocuSign templates and workflows • Multi-recipient signing processes • Automated document routing and notifications • Legally compliant electronic signature solutions ⭐Adobe InDesign Document Design • Reports, workbooks, manuals, brochures, and booklets • Clean, modern, and professional layouts • Print-ready files with proper formatting and typography • Consistent branding across all documents ⭐Business Process Automation • Zapier and Make (Integromat) workflow automation • Form-to-PDF automation systems • Automated email notifications and document delivery • Integration with Google Workspace, Microsoft 365, CRMs, and other business tools ⭐Tools & Platforms Adobe Acrobat Pro • Adobe InDesign • DocuSign • Zapier • Make (Integromat) • Google Workspace • Microsoft Office If you're looking for a professional who can turn manual processes into smart, efficient systems while delivering clean and polished documents, I'd be happy to discuss your project.

I help businesses replace spreadsheets, Microsoft Access databases, and manual workflows with user friendly software systems, built around how they actually operate. Most of the companies I work with have reached a point where their existing processes are no longer scaling efficiently: -spreadsheets becoming difficult to manage -disconnected tools and duplicated data -too much manual work -lack of visibility into operations -systems that have simply outgrown their original purpose That’s where I come in. I specialize in building operational business systems such as: • CRM / ERP / MRP systems • Inventory and order management systems • Job tracking and workforce systems • Quoting and estimating tools • Dashboards and reporting platforms • Automated workflows and integrations • Microsoft Access to Web App conversions My approach is different from most custom development because I build using a proven, custom framework and architecture refined across dozens of real-world business applications. This allows me to deliver: ✔ Faster development ✔ Lower overall project cost ✔ Reliable and scalable systems ✔ Clean, maintainable code ✔ Consistent workflows and user experience With this approach, you’re not paying to reinvent the wheel - you’re benefiting from systems and patterns that have already been proven in production environments. Before transitioning into software development full-time, I spent 8 years working in engineering and manufacturing in Canada. That experience gives me a strong understanding of operational workflows, process design, and the real-world business challenges behind the software. Today, I have: 🏆 Nearly 100 successfully completed projects on Upwork 🏆 100% Job Success Score maintained for over 8 years 🏆 Extensive experience with complex operational systems and custom workflows I’m also a strong believer in transparency and long-term reliability. -Clear and honest communication throughout projects -Fixed-price projects whenever possible -Strong internal QA/testing process -Lifetime bug-fix guarantee on fixed-rate builds If your current systems are slowing your business down, feel free to reach out. I’m always happy to take a look and discuss possible solutions.

Hosting provider at elyrix.de - Redundant Ceph storage, HA systems, autohealing - no downtime during regular maintenance anymore! I am a passionate German IT professional specializing in Linux system administration, managed hosting, and DevOps. From my work as an operational IT security specialist, I also bring solid expertise in secure infrastructures and security-focused configurations. My focus is on pragmatic, reliable, and secure solutions - from server and hosting environments through deployment pipelines to the automation of recurring technical tasks. I help companies run their Linux-based infrastructure in a stable, maintainable, and secure way. Concrete, in-depth experience in: - Managed hosting (incl. redundant Ceph storage, HA systems, autohealing) - Automation with Ansible - CI/CD and DevOps workflows - Application virtualization with Docker - Python scripting - Virtualization with Proxmox - General system administration on Debian-based systems Where it makes sense, I deliberately use modern AI tools - e.g. for documentation, analysis, scripting, and AI-assisted development on client projects. For my clients - from small and medium-sized businesses to individual project teams - I have set up and maintained a broad range of services, including: - Identity and Access Management (IAM), including SSO for all connected applications - Email and web services (Mailcow, Stalwart, Plesk) - Ticketing system (Zammad) - Monitoring (various, including Grafana, CheckMK, Zabbix) - File sharing with Nextcloud - CRM setup as needed (EspoCRM) This naturally also includes configuring a variety of physical and virtual servers, routers/firewalls (OPNsense), various WireGuard VPN connections (site-to-site, end-to-site), and much more. I additionally bring foundational experience with cloud environments such as Microsoft 365 and AWS.

Is your team losing hours to manual data processing, format conversions, or repetitive document tasks? I build the tools and scripts that eliminate that work: reliable, low-maintenance, and built to last. With 20+ years of delivering automation and data solutions across industries, I turn complex requirements into clean, working software. Clients come back because the result actually holds up: no duct tape, no black box — just solid code their team can understand and maintain. I adapt the technology to your project (Python, C#, Java, XSLT, JavaScript), not the other way around. What I deliver: • Data Extraction & Conversion – Pull and transform data from XML, JSON, CSV, Excel, or legacy formats into PDF, HTML, Word/Excel, databases, or plain text — write once, publish everywhere. • Document & Publishing Automation – XSLT transformations, single-source publishing pipelines, automated layout and content placement (including Adobe InDesign scripting). • Workflow Automation – Scripts that eliminate manual steps, schedule processing, and enforce consistency across your data — so nothing falls through the cracks and no one has to babysit the process. • Custom Tools & Utilities – Command-line tools and lightweight desktop apps (Python, C#, Java) for data processing, report generation, or system-specific tasks. • System Integration – Connect disparate systems so data flows between them without manual intervention. I communicate throughout — not just at delivery. You'll always know where things stand, and you'll get documentation so your team isn't dependent on me afterward. If you have a data, automation, or document challenge, let's talk. I'll give you an honest picture of what's feasible and the smartest approach for your situation.

Need to know if your platform actually works for real German users, not in a test environment but in the real world? I'm an independent QA specialist based in Germany. Here is what sets me apart: I test with real German bank accounts (Sparkasse, ING, Deutsche Bank, N26), real physical devices (iOS & Android), real money and real KYC, exactly how your actual users experience your platform. No emulators, no test data, no anonymous click-crowd. My work goes far beyond surface-level bug testing. I walk through the entire user journey, from registration and onboarding to payments, checkout, withdrawals and KYC, documenting every friction point, broken flow and localization issue that quietly costs you conversion, trust and retention in the German-speaking market. I work with international companies across SaaS, fintech, e-commerce, iGaming and AI platforms. As a native German speaker, I also catch the linguistic and cultural errors that break trust with German users. Every issue comes documented in a structured, developer-ready report with clear reproduction steps, screenshots and video. WHY CLIENTS WORK WITH ME Real-World Conditions, Not Lab Conditions: I test exactly as real users do, with real accounts, real devices and real payments, catching issues that emulators, test data and automated tools systematically miss. German Market Insight: As a native German speaker, I detect linguistic errors, cultural friction and trust-breaking elements that silently reduce conversion in the DACH market. Developer-Ready QA Reports: You receive structured bug reports with severity ratings, reproduction steps, screenshots and video, so your team can fix issues fast, without back-and-forth. One Specialist, Full Accountability: You work directly with me from start to finish. No rotating freelancers, no callcenter, no dashboard. One point of contact who stands behind every result. AREAS OF EXPERTISE SaaS & Web Application QA: - End-to-end manual testing across all user roles and workflows - Registration, onboarding, subscription and trial flow validation - Role-based access and permission testing - Cross-browser & cross-device testing (Chrome, Safari, Edge, Firefox / Desktop, Tablet, Mobile) - UI/UX review and user drop-off analysis Payment & Fintech Testing: - Real-money deposit, checkout and withdrawal testing - Real German bank accounts and payment methods (SEPA, WERO, PayPal, cards) - KYC and identity verification flow validation - Transaction accuracy and edge-case handling iGaming & Online Casino QA: - First-Time User Experience (FTUE) testing - Registration, KYC and onboarding validation - Deposit and withdrawal testing under real-world conditions - Functional bug detection, UI issues and localization QA AI & Localization QA: - AI output validation and German language accuracy - Evaluating relevance, coherency and factual accuracy of AI-generated content - German localization and translation quality review WHAT YOU WILL RECEIVE - Professional, structured QA reports your developers can act on immediately - A clear launch-blocker list and overall launch-readiness status - UX & conversion improvement insights - Localization QA for the German-speaking market - Video and screenshot documentation of every issue - Reliable re-testing after fixes I combine real user behavior with professional QA analysis to help companies launch stable, trustworthy platforms that work for the real German market. Whether you need a deep pre-launch audit or continuous QA support, feel free to reach out. I'm happy to share a sample report.