CRM / RevOps Support Portfolio

I help teams build cleaner CRM workflows, stronger reporting habits, and more reliable lead handoffs.

Practical CRM support, workflow cleanup, documentation, reporting, and user troubleshooting built from real application support experience.

8,000+ UsersSupported across LMS and applications
50% FasterTicket turnaround through improved triage
Cleaner HandoffsClearer ownership and follow-up
Reliable ReportingKPI standards, dashboards, and tracking
HUBSPOT CRM

CRM Operations Projects

Lead segmentation, outreach workflows, and CRM governance built to improve targeting, execution, and reporting consistency.

HubSpot

Lead Segmentation + Governance

Cleaner targeting, fewer duplicate touches, stronger reporting accuracy
Problem

Lead lists overlapped, naming rules were inconsistent, and suppression logic was unclear.

Solution

Built persona segments, lifecycle naming standards, and suppression rules.

Outcome

Cleaner lists, fewer duplicate touches, and more reliable campaign reporting.

Skills Segmentation • Governance • Reporting Hygiene
Outreach

Outreach Workflow System

Reusable templates, follow-up structure, and cleaner rep execution
Problem

Follow-up habits, messaging structure, and activity logging were inconsistent.

Solution

Created reusable templates, cadence steps, task reminders, and logging standards.

Outcome

Clearer rep execution, better follow-through, and more consistent activity tracking.

Skills Templates • Cadence Design • Activity Tracking
Enablement

CRM Logging + KPI Standards

Governed activity definitions and clearer manager visibility
Problem

Activity reporting was unreliable because reps logged outcomes differently.

Solution

Built KPI definitions, activity tracking rules, and weekly reporting snapshots.

Outcome

Cleaner reporting, consistent tracking, and stronger manager visibility.

Skills KPI Standards • Reporting • CRM Enablement
HUBSPOT SERVICE HUB

Support Operations Projects

Ticket resolution, knowledge management, SLA workflows, and support reporting built to demonstrate practical customer support operations.

HubSpot Service Hub

Ticket Resolution Project

Structured ticket management from issue intake through final resolution
Problem

Support issues can become difficult to track when ticket details, ownership, troubleshooting notes, and customer communication are stored inconsistently.

Solution

Created a complete ticket workflow showing issue details, priority, owner, status, troubleshooting activity, customer communication, and resolution notes.

Outcome

Produced a clear ticket history showing what happened, which actions were taken, and how the customer’s issue was resolved and closed.

Skills Ticket Management • Troubleshooting • Customer Communication
Knowledge Base

Knowledge Base Project

Searchable self-service documentation built around common user questions
Problem

Users repeatedly contacted support for common questions that could be resolved through clear, accessible self-service documentation.

Solution

Built a structured knowledge base article with clear headings, numbered instructions, troubleshooting guidance, categories, and search-friendly organization.

Outcome

Created reusable support content designed to reduce repetitive tickets, improve consistency, and help users resolve common issues independently.

Skills Knowledge Management • Technical Writing • Self-Service Support
Support Operations

SLA + Support Dashboard

Priority-based queues, escalation tracking, and support performance reporting
Problem

Support teams need a reliable way to prioritize urgent tickets, identify overdue work, and monitor response and resolution performance.

Solution

Configured a priority-based ticket queue, SLA and escalation properties, and dashboard reports for response time, resolution time, overdue tickets, and issue trends.

Outcome

Created a centralized support view that improves agent prioritization and gives managers clearer visibility into workload and service performance.

Skills SLA Management • Escalation Workflows • Support Reporting
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HubSpot

Outbound Segmentation + Suppression

Targeting, exclusions, lifecycle hygiene for reporting accuracy

✓ Master suppression: Customer excluded✓ Outbound pool: Eligible contacts✓ KPIs: Attempts • Connects • Meetings

Goal and success metrics

Build a governed outbound segmentation system for community banks and credit unions that prevents accidental outreach to suppressed records and keeps KPI reporting consistent.

Targeting accuracySegmented views
Suppression coverageMaster DNC
Follow up hygieneStatus + last touch
Reporting consistencyKPI definitions

Workflow logic summary

  1. Outbound pool: Defines eligible contacts (email known, outbound eligible, not customer) as the base audience for every outbound segment.
  2. Segmentation: Creates persona and institution type segments (community bank vs credit union) for targeted outreach.
  3. Suppression: A master “Do Not Contact” rule excludes customers to prevent outreach and protect reporting accuracy.
  4. Execution loop: Outbound status and last outbound touch fields feed follow up and KPI views (attempted, connected, meeting set).

Data model and hygiene

  • Required fields: Persona, institution type, outbound eligible, lifecycle stage, outbound status, last outbound touch
  • Suppression rule: Lifecycle stage Customer is excluded from outbound pool and segments
  • Status definitions: Not Started, Attempted Outreach, Connected, Meeting set, Nurture, Disqualified
  • Naming conventions: OUT | Pool | …, OUT | Persona | …, OUT | Institution | …, SUP | Master | …

Tools

HubSpot demo portal • Contacts • Properties • Views (Advanced filters)

Sandbox screenshots

Outbound pool view screenshot
Outbound Pool (Eligible Contacts)
Outbound pool view screenshot
Master Suppression (Do Not Contact)
Outbound pool view screenshot
Target Segment (Credit Union Eligible)

Reporting and dashboards

Rep viewPersona and institution segments + follow up needed and overdue queues
Manager viewAttempts, connects, meetings set, and weekly activity snapshots
DefinitionsKPI definitions to keep “attempted,” “connected,” and “meeting set” consistent

Results

TargetingStandardizedReusable outbound pool + persona / institution segments
SuppressionEnforcedCustomers excluded via master DNC logic
Reporting hygieneImprovedStatus + dates support consistent follow up and KPI views

Note: If results are simulated, label them as expected impact based on governance and follow up improvements.

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HubSpot

Outreach Messaging + Follow Up Workflow

Templates, snippets, and follow up queues tied to segments

✓ Banking templates: 2✓ Call snippets: 2✓ Follow up queues: Needed + Overdue

Goal and success metrics

Create a reusable outbound messaging kit and a consistent follow up workflow that connects directly to segmentation, improves activity logging consistency, and supports clean reporting for a banking BDR motion.

Template reuseStandardized
Follow up coverageQueues built
Logging hygieneStatus + dates
Next step clarityRepeatable

Workflow logic summary

  1. Segment first: Start from eligible segment views (persona or institution) to select the right outreach audience.
  2. Send consistent messaging: Use banking specific email templates for first touch and no response follow up.
  3. Log the action: Update Outbound Status and Last Outbound Touch to document progress and keep reporting consistent.
  4. Work the queue: Use Follow Up Needed and Overdue views to ensure no prospect falls through the cracks.

Data model and hygiene

  • Templates: Banking intro template + no response follow up template
  • Snippets: Call opener + 15 minute meeting ask
  • Required fields: Outbound Status, Last Outbound Touch (supports follow up queues)
  • Rules of use: Status updated on every touch; last outbound touch updated to reflect recency

Tools

HubSpot templates • Snippets • Contact properties • Views (Advanced filters)

Sandbox screenshots

Templates list screenshot placeholder
Email templates list (opens in a new tab)
Snippets list screenshot placeholder
Snippets for call opener + meeting ask (opens in a new tab)
Follow up queue screenshot placeholder
Follow up queue view using status + last touch (opens in a new tab)

Reporting and dashboards

Rep viewFollow Up Needed, Overdue, and next action segments by persona and institution type
Manager viewOutcome distribution by status (attempted, connected, meeting set) to monitor pipeline health
DefinitionsStandardizes what counts as attempted, connected, and meeting set

Results

Messaging consistencyStandardizedReusable templates and snippets aligned to banking personas
Follow up hygieneOperationalizedQueues built from status + last touch to prevent missed follow ups
Reporting readinessImprovedConsistent field updates support KPI views and activity summaries

Note: If results are simulated, label them as expected impact based on standardization and follow up process improvements.

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HubSpot

KPI Dashboard Pack

Attempts, connects, meetings set, and weekly activity using governed definitions

✓ KPI views: Attempted • Connected • Meetings✓ Date hygiene: Last touch + meeting date✓ Manager view: Weekly activity

Goal and success metrics

Create a lightweight KPI reporting pack inside HubSpot that standardizes what counts as outreach progress and produces consistent weekly snapshots for rep and manager visibility.

KPI consistencyDefined
Weekly activityTracked
Meeting set KPIDated
Follow up coverageVisible

Workflow logic summary

  1. Standardize outcomes: Use Outbound Status to define attempted outreach, connected, meeting set, nurture, and disqualified.
  2. Timestamp results: Use Last Outbound Touch for recency and Meeting Set Date for meeting KPI tracking.
  3. Rep KPIs: Views show current pipeline activity by outcome (attempted, connected, meetings set).
  4. Manager snapshot: Weekly activity view aggregates outreach momentum and supports basic performance monitoring.

Data model and hygiene

  • Properties: Outbound Status, Last Outbound Touch, Meeting Set Date
  • KPI definitions: Attempted vs connected vs meeting set defined and used consistently across views
  • Suppression aware: KPI views exclude customers to prevent inflated outreach counts
  • Repeatable filters: Eligible contacts + consistent date windows (today, this week)

Tools

HubSpot properties • Views (Advanced filters) • KPI definitions

Sandbox screenshots

Meetings set KPI view screenshot placeholder
Meetings set KPI view with Meeting Set Date (opens in a new tab)
Connected KPI view screenshot placeholder
Connected KPI view (opens in a new tab)
Weekly activity view screenshot placeholder
Weekly activity / manager snapshot view (opens in a new tab)

Reporting and dashboards

Rep KPIsAttempted outreach, connected, meetings set, and disqualified views
Manager viewWeekly activity snapshot using status + last outbound touch
DefinitionsKPI definitions and SLA rules to keep reporting consistent

Results

Reporting consistencyStandardizedAligned definitions for attempted, connected, and meeting set
Meeting KPIOperationalMeeting Set Date supports week based KPI tracking
Manager visibilityImprovedWeekly activity view provides a quick pipeline health snapshot

Note: If results are simulated, label them as expected impact based on KPI standardization and improved activity hygiene.

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HubSpot

KPI Dashboard Pack

Attempts, connects, meetings set, and weekly activity using governed definitions

✓ KPI views: Attempted • Connected • Meetings✓ Date hygiene: Last touch + meeting date✓ Manager view: Weekly activity

Goal and success metrics

Create a lightweight KPI reporting pack inside HubSpot that standardizes what counts as outreach progress and produces consistent weekly snapshots for rep and manager visibility.

KPI consistencyDefined
Weekly activityTracked
Meeting set KPIDated
Follow up coverageVisible

Workflow logic summary

  1. Standardize outcomes: Use Outbound Status to define attempted outreach, connected, meeting set, nurture, and disqualified.
  2. Timestamp results: Use Last Outbound Touch for recency and Meeting Set Date for meeting KPI tracking.
  3. Rep KPIs: Views show current pipeline activity by outcome (attempted, connected, meetings set).
  4. Manager snapshot: Weekly activity view aggregates outreach momentum and supports basic performance monitoring.

Data model and hygiene

  • Properties: Outbound Status, Last Outbound Touch, Meeting Set Date
  • KPI definitions: Attempted vs connected vs meeting set defined and used consistently across views
  • Suppression aware: KPI views exclude customers to prevent inflated outreach counts
  • Repeatable filters: Eligible contacts + consistent date windows (today, this week)

Tools

HubSpot properties • Views (Advanced filters) • KPI definitions

Sandbox screenshots

Meetings set KPI view screenshot placeholder
Meetings set KPI view with Meeting Set Date (opens in a new tab)
Connected KPI view screenshot placeholder
Connected KPI view (opens in a new tab)
Weekly activity view screenshot placeholder
Weekly activity / manager snapshot view (opens in a new tab)

Reporting and dashboards

Rep KPIsAttempted outreach, connected, meetings set, and disqualified views
Manager viewWeekly activity snapshot using status + last outbound touch
DefinitionsKPI definitions and SLA rules to keep reporting consistent

Results

Reporting consistencyStandardizedAligned definitions for attempted, connected, and meeting set
Meeting KPIOperationalMeeting Set Date supports week based KPI tracking
Manager visibilityImprovedWeekly activity view provides a quick pipeline health snapshot

Note: If results are simulated, label them as expected impact based on KPI standardization and improved activity hygiene.

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Certifications

About

Career shift into CRM administration and RevOps support. HubSpot and Salesforce certified, building portfolio projects focused on lifecycle hygiene, automation friendly processes, and reporting dashboards. Looking for an entry level role supporting clean data, documentation, and reliable pipeline reporting.

Built for hiring managers: clean CRM data, documented processes, and dependable reporting.

Verified credentials for CRM ops, reporting, automation, and enablement.

7 credentials Verified ✓
HubSpot ⋮

HubSpot Email Marketing Certification

Email campaigns, segmentation, automation, and performance tracking

Issued Mar 2025
Credential Link Below
Email Marketing Segmentation Automation
View credential
Salesforce⋮

Salesforce Trailhead Trailblazer

73 badges earned across Salesforce, CRM, reporting, and platform skills

IssuedCurrent
CredentialTrailhead profile available
TrailheadSalesforceCRM skills
View credential
Google ⋮

Google Analytics Certification

Attribution, tracking, performance analysis

Issued Dec 2023
Credential
Attribution Tracking KPIs
View credential
HubSpot⋮

HubSpot SEO II Certified

Advanced SEO strategy, optimization, and website performance improvement

IssuedApr 2025
CredentialAvailable on request
SEO strategyOptimizationWebsite SEO
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HubSpot⋮

Digital Advertising Certified

Digital ad strategy, campaign planning, targeting, and performance measurement

IssuedApr 2025
CredentialAvailable on request
Ad strategyTargetingCampaigns
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HubSpot⋮

HubSpot Service Hub Software Certified

Help desk, ticketing, knowledge base, customer feedback, SLAs, and service reporting

IssuedJun 2026
CredentialLink Below
Help DeskTicketingCustomer Service
View credential
CompTIA ⋮

CompTIA Tech+

Core tech literacy, troubleshooting, and digital workflows

Issued 2024
Credential Link Below
Support Technical Support Digital Tools
View credential
View all projects
HubSpot

Outbound Segmentation + Lists

Targeting, suppression, lifecycle hygiene

Built clean list logic for outreach, including suppression rules and lifecycle alignment for reporting accuracy.

  • Persona and industry segmentation
  • Suppression lists and exclusions
  • List naming and governance guide
Tools HubSpot lists + properties
Salesforce

KPI Dashboard Pack

Attempts, connects, meetings, aging

Reporting set that tracks outreach activity and pipeline health with a consistent KPI definition sheet.

  • Lead aging and stage conversion
  • Activity volume and outcomes
  • Manager view and rep view dashboards
Tools Salesforce reports + dashboards
Enablement

CRM Logging Standard + Playbook

Training, documentation, consistency

Created a simple playbook that standardizes notes, call outcomes, and follow up tasks for clean reporting.

  • Outcome taxonomy and examples
  • Notes templates and task rules
  • New rep onboarding checklist
Tools Docs + process templates
Gateway Gamers Campaign
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