Process and Operating Model Design
- Business process mapping, future-state workflow design, and ownership models.
- Implementation operations, exception handling, and KPI architecture.
- Practical designs that teams can actually operate after launch.
Business systems, automation, and operations design
I design scalable operating models, enterprise workflows, and business systems that make execution clearer.
My work sits between business process, SaaS platforms, automation, implementation delivery, and reporting, with a focus on systems teams can actually adopt and run.
Who I am
A systems and process architect with implementation depth
I work across business systems, customer-facing platforms, reporting, and delivery operations.
What I do
Design clearer workflows, governance, and automation
That includes solution architecture, integration design, operating-model redesign, and adoption.
Proof
Work tied to measurable business outcomes
Cost savings, retained revenue, faster implementation timelines, and stronger platform visibility.
Proof
A few concrete outcomes, upfront.
The fastest way to understand the work is to see the kinds of business results it produced.
Designed a Zoom billing model that allocated more than $480,000 in annual costs across 100 business units.
Built a SurveyMonkey to Salesforce CSAT integration that avoided $162,000 in licensing costs.
Created a structured gateway-fee process that helped retain over $1M in ARR.
Co-designed operating-model changes that contributed to nearly 20% faster implementation timelines.
Capabilities
A mix of process architecture, platform strategy, and implementation leadership.
The strongest work happens where operations, systems, customer-facing technology, and execution need to line up cleanly.
Systems and Platform Strategy
- Salesforce, Zendesk, ClickUp, Zoom, GuideCX, and related SaaS tooling.
- Shared-platform thinking that balances local flexibility with governance.
- Solution design that connects business process to platform structure.
Automation and Integration
- n8n, Power Automate, APIs, webhooks, and data synchronization patterns.
- Structured intake, validation, and handoff flows between commercial and delivery teams.
- Automation that leaves room for review, exceptions, and accountability.
Featured Proof
Sales-to-Implementation automation across Salesforce, ClickUp, n8n, and Power Automate.
This project is the clearest example of the work: messy handoffs, fragmented systems, inconsistent setup, and an operating model redesigned into a more structured, measurable flow.
- Standardized requirements capture and project readiness.
- Reduced duplicate entry and manual setup work.
- Improved visibility between commercial data and implementation execution.
Reporting Architecture
Zoom billing visibility by business unit, built beyond native reporting.
This work pulled together Zoom user, phone, number, and Contact Center data through n8n, pushed a structured daily data layer into Google Sheets, then fed SharePoint and Power BI so executives could actually view the business-unit picture.
- Replaced fragmented exports with a repeatable daily reporting pipeline.
- Created visibility Zoom could not provide natively.
- Supported executive reporting with a cleaner data backbone.
Architecture case study
Open Zoom billing case study →A strong example of platform architecture, reporting design, and API orchestration.
Selected Work
Three examples that show range without making people dig.
One detailed flagship story, plus two supporting examples that reinforce platform, service, and automation depth.
Flagship case study
Automating the Sales-to-Implementation Handoff
A flagship workflow design and automation project spanning Salesforce, ClickUp, n8n, and Power Automate.
- Salesforce
- ClickUp
- n8n
- Power Automate
Case study
Per-Business-Unit Zoom Billing Beyond Native Reporting
A multi-API reporting pipeline across Zoom, n8n, Google Sheets, SharePoint, and Power BI to create executive billing visibility by business unit.
- Zoom
- n8n
- Power BI
- Reporting
Preview
Structured Voicemail Intake From Zoom Contact Center
A service-operations automation that transformed voicemail events into structured, actionable team notifications.
- Zoom
- Automation
- Service operations