Degree
Bachelor of Science
Eastern Michigan University
Academic foundation in communication, research, problem-solving, technology, and professional systems work.
HubSpot CRM
Outbound Segmentation + Suppression
Targeting, exclusions, and lifecycle hygiene designed to improve outreach accuracy and reporting consistency.
Governed AudienceEligible contacts defined through shared rules
Master SuppressionCustomers excluded from outbound activity
Cleaner ReportingAttempts, connects, and meetings standardized
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
- 1Define the outbound pool
Eligible contacts require a known email address, outbound eligibility, and a lifecycle stage other than Customer.
- 2Create targeted segments
Persona and institution-type views separate community-bank and credit-union contacts for more relevant outreach.
- 3Apply master suppression
A shared Do Not Contact rule excludes customers from the outbound pool and all related targeting views.
- 4Connect execution to reporting
Outbound status and last outbound touch properties feed follow-up queues and attempted, connected, and meeting-set KPI views.
Data model and hygiene
- Required fields: Persona, institution type, outbound eligible, lifecycle stage, outbound status, and last outbound touch
- Suppression rule: Lifecycle stage Customer is excluded from the outbound pool and targeting segments
- Status definitions: Not Started, Attempted Outreach, Connected, Meeting Set, Nurture, and Disqualified
- Naming conventions: OUT | Pool | …, OUT | Persona | …, OUT | Institution | …, and SUP | Master | …
Tools demonstrated
HubSpot ContactsCustom PropertiesAdvanced FiltersLifecycle StagesSuppression RulesCRM Views
CRM system screenshots
The three screenshots show the governed outbound pool, master suppression logic, and a targeted credit-union segment.
Outbound Pool: Eligible Contacts
Master Suppression: Do Not Contact
Target Segment: Credit Union Eligible
Reporting structure
Rep view
Persona and institution segments with follow-up-needed and overdue queues
Manager view
Attempts, connects, meetings set, and weekly activity snapshots
Definitions
Shared KPI definitions for attempted, connected, and meeting-set outcomes
Project outcome
TargetingStandardized
Reusable outbound pool plus persona and institution segments
SuppressionEnforced
Customers excluded through shared master DNC logic
Reporting hygieneImproved
Status and date properties support consistent follow-up and KPI views
Portfolio note: This is a simulated HubSpot sandbox project created to demonstrate CRM segmentation, suppression governance, lifecycle hygiene, and reporting logic.
HubSpot CRM
KPI Dashboard Pack
Attempts, connects, meetings set, and weekly activity tracked through governed definitions and consistent date properties.
Governed KPI ViewsAttempted, connected, and meetings
Date HygieneLast touch and meeting dates
Manager VisibilityWeekly activity snapshot
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
- 1Standardize outcomes
Use Outbound Status to define attempted outreach, connected, meeting set, nurture, and disqualified.
- 2Timestamp results
Use Last Outbound Touch for recency and Meeting Set Date for meeting KPI tracking.
- 3Build rep KPI views
Views show current pipeline activity by attempted outreach, connected contacts, and meetings set.
- 4Create the manager snapshot
The Weekly Activity view aggregates outreach momentum and supports basic performance monitoring.
Data model and hygiene
- Properties: Outbound Status, Last Outbound Touch, and Meeting Set Date
- KPI definitions: Attempted, connected, and meeting set are defined and used consistently across views
- Suppression aware: KPI views exclude customers to prevent inflated outreach counts
- Repeatable filters: Eligible contacts combined with consistent date windows such as today and this week
Tools demonstrated
HubSpot PropertiesAdvanced FiltersCRM ViewsKPI DefinitionsDate PropertiesActivity Reporting
CRM system screenshots
The three screenshots show the meeting-set KPI view, connected-contact view, and weekly manager activity snapshot.
Meetings Set KPI View
Connected Contacts KPI View
Weekly Activity Manager Snapshot
Reporting structure
Rep KPIs
Attempted outreach, connected, meetings set, and disqualified contact views
Manager view
Weekly activity snapshot using Outbound Status and Last Outbound Touch
Definitions
KPI definitions and SLA rules used to keep reporting consistent
Project outcome
Reporting consistencyStandardized
Aligned definitions for attempted, connected, and meeting-set outcomes
Meeting KPIOperational
Meeting Set Date supports week-based KPI tracking
Manager visibilityImproved
Weekly Activity provides a quick pipeline-health snapshot
Portfolio note: This is a simulated HubSpot sandbox project created to demonstrate KPI standardization, activity hygiene, reporting views, and manager visibility.
HubSpot Service Hub
Ticket Resolution Project
A complete support workflow showing ticket intake, troubleshooting, customer communication, and documented resolution.
Structured IntakePriority, ownership, and issue details
Documented SupportNotes and customer communication
Closed LoopRoot cause and resolution recorded
Goal and support scenario
Create a realistic HubSpot support ticket demonstrating how an account-access issue can be documented, investigated, communicated, and resolved within a single customer record.
Issue typeAccount access
PriorityHigh
SourceEmail
Final statusClosed
Resolution workflow
- 1Document the issue
Created the ticket with a clear description, customer association, ticket owner, source, priority, and initial status.
- 2Investigate the cause
Confirmed the password reset email was delivered and identified the login method as the likely source of the problem.
- 3Communicate with the customer
Sent a follow-up email asking whether the customer was using the organization’s SSO portal or the standard direct login page.
- 4Resolve and close
Provided the correct SSO login path, documented successful access, recorded the root cause, and closed the ticket.
Ticket data and documentation
- Core properties: Ticket name, pipeline, status, description, source, owner, priority, and create date
- Internal documentation: Troubleshooting observations, customer findings, root cause, and final resolution
- Customer communication: A logged email requesting the information needed to isolate the problem
- Resolution record: Closed status with a final note confirming restored access and no further action required
Tools demonstrated
HubSpot TicketsTicket PropertiesActivity TimelineInternal NotesCustomer EmailTicket Closure
Support system screenshots
The three screenshots show the ticket progressing from structured intake through troubleshooting and final closure.
Ticket Details and Priority
Troubleshooting and Communication Activity
Resolved Ticket and Closure Summary
Support record created
Intake
Issue description, customer association, owner, source, priority, and ticket status
Activity
Internal troubleshooting notes and a customer-facing follow-up email
Resolution
Confirmed root cause, successful customer access, and documented ticket closure
Project outcome
Ticket historyComplete
The full support process is visible within one customer record.
Root causeDocumented
The issue was traced to the customer using the incorrect login path.
Customer outcomeAccess restored
The customer successfully signed in through the correct SSO portal.
Portfolio note: This is a simulated support scenario created in a HubSpot sandbox to demonstrate ticket-management and customer-support workflow skills.
HubSpot Service Hub
Knowledge Base Project
Structured support documentation designed for clarity, searchability, and customer self-service.
Structured ArticleClear headings, steps, and guidance
Searchable ContentOrganized for faster discovery
Self-Service SupportReusable help for recurring issues
Goal and support scenario
Create a clear self-service knowledge base resource for a recurring account-access issue so customers can locate the correct login instructions, understand common causes, and complete basic troubleshooting before contacting support.
Article typeHow-to guide
Primary audienceEnd users
Issue categoryAccount access
Support modelSelf-service
Documentation workflow
- 1Identify the recurring issue
Selected an account-access problem that customers may be able to resolve without direct agent assistance.
- 2Structure the article
Organized the content with a clear title, short introduction, ordered instructions, troubleshooting notes, and next steps.
- 3Improve readability
Used concise headings, short paragraphs, numbered actions, and plain-language explanations designed for quick scanning.
- 4Support content discovery
Assigned the article to a relevant category and used searchable wording that matches how customers describe the issue.
Article structure and governance
- Article title: Uses customer-facing language that clearly describes the issue being solved
- Content structure: Introduction, prerequisites, ordered steps, troubleshooting notes, and escalation guidance
- Searchability: Uses relevant account-access, password-reset, login, and SSO terminology
- Maintenance: Designed so support teams can update instructions when login procedures or system behavior changes
Tools demonstrated
HubSpot Knowledge BaseArticle EditorContent StructureTechnical WritingCategoriesSearch Optimization
Knowledge base screenshots
The three screenshots show the published article, the structured article editor, and the category or search experience customers would use to locate the resource.
Published Knowledge Base Article
Article Editor and Content Structure
Search and Category Experience
Support content created
Article
Customer-facing instructions for resolving a recurring account-access issue
Structure
Clear headings, ordered steps, troubleshooting guidance, and escalation information
Discovery
Relevant category placement and searchable wording designed around customer terminology
Project outcome
DocumentationStandardized
A repeatable article structure supports consistent customer-facing guidance.
FindabilityImproved
Clear naming and categorization make the resource easier for customers to locate.
Self-serviceEnabled
Customers receive a reusable resource for resolving common account-access problems independently.
Portfolio note: This is a simulated HubSpot sandbox project created to demonstrate knowledge management, technical writing, self-service support, and content-governance skills.
HubSpot Service Hub + SQLite
Support Ticket Analysis with SQL
Structured HubSpot ticket data exported into SQLite and queried to identify open work, priority levels, issue categories, and support-resolution trends.
SQL DatabaseHubSpot ticket records imported into SQLite
Support QueriesOpen tickets filtered and sorted by priority
Ticket InsightsStatus, category, priority, and close-time analysis
Goal and support scenario
Create a realistic support-analysis workflow that begins with structured ticket records in HubSpot and continues into a SQL database where support teams can identify urgent work, review ticket distribution, and calculate operational metrics.
Source systemHubSpot
DatabaseSQLite
Project tickets6 records
Average close time57.45 min
Data workflow
- 1Structure ticket data in HubSpot
Created support tickets with consistent fields for ticket status, priority, source, issue category, description, ownership, create date, and close date.
- 2Export and clean the records
Exported the HubSpot ticket view into CSV format, removed unrelated records, selected useful support fields, and converted column names into SQL-friendly formatting.
- 3Build the SQLite database
Imported the cleaned CSV into DB Browser for SQLite as a structured table named support_tickets.
- 4Query support operations
Used SQL to filter open tickets, prioritize urgent work, count records by status and category, and calculate average ticket close time.
SQL analysis performed
- Open-ticket filtering: Used WHERE conditions to isolate tickets that still required support-team attention
- Priority sorting: Used ORDER BY with CASE logic to organize open work from High to Medium to Low
- Workload summaries: Used COUNT and GROUP BY to summarize tickets by status, category, and priority
- Resolution metrics: Converted time values into numeric data and used AVG and ROUND to calculate an average close time of 57.45 minutes
Tools demonstrated
HubSpot TicketsCustom PropertiesCSV ExportSQLiteDB BrowserSQL QueriesData CleaningSupport Reporting
Project evidence
The three screenshots show the structured HubSpot ticket dataset, the completed SQLite import, and a SQL-generated priority queue for open support tickets.
Structured HubSpot Ticket Dataset
SQLite Database Import
SQL Priority Queue Analysis
SQL queries created
Triage
Filtered open tickets and used CASE-based sorting to place high-priority support issues first
Volume
Counted tickets by status, priority, and issue category using COUNT and GROUP BY
Timing
Converted text-based resolution durations into numeric values and calculated average close time
Project outcome
Data structureStandardized
Support records were organized into consistent fields suitable for database analysis and reporting.
Priority visibilityImproved
Open support work can be filtered and ordered so urgent technical issues appear first.
Operational insightQuery-driven
SQL provides clear summaries of workload, ticket status, issue categories, priorities, and close-time performance.
Portfolio note: This is a simulated support-operations project created with HubSpot Service Hub, CSV data, SQLite, and DB Browser for SQLite. The records and scenarios were created for skills demonstration and do not represent production customer data.
HubSpot Service Hub
SLA + Support Dashboard Project
Priority-based queues, escalation logic, and support performance reporting designed to improve response visibility and operational control.
Priority QueueHigh-priority and overdue work surfaced
SLA TrackingResponse and resolution timing monitored
Support VisibilityDashboard views for trends and performance
Goal and support scenario
Create a support-operations system that helps teams prioritize urgent work, identify overdue tickets, monitor response and resolution performance, and review recurring issue trends from a centralized dashboard.
Queue modelPriority-based
Timing modelSLA-driven
EscalationRule-based
ReportingDashboard view
Support operations workflow
- 1Prioritize incoming tickets
Use ticket priority, status, create date, and ownership to identify urgent work and organize the support queue.
- 2Track SLA performance
Monitor first-response timing, resolution timing, overdue status, and other support properties that indicate service performance.
- 3Escalate overdue work
Use escalation properties and queue views to surface tickets that require faster follow-up or management attention.
- 4Review support trends
Use dashboard views to monitor response time, resolution time, overdue tickets, workload, and recurring issue categories.
SLA model and governance
- Priority rules: High-priority tickets receive faster response expectations and greater queue visibility
- SLA properties: First response time, resolution time, overdue status, priority, owner, and ticket status
- Escalation logic: Overdue or high-priority tickets are surfaced for follow-up and management review
- Reporting standards: Dashboard views use consistent definitions for response, resolution, overdue work, and issue trends
Tools demonstrated
HubSpot TicketsTicket PipelinesSLA PropertiesPriority QueuesEscalation LogicSupport Dashboards
Support system screenshots
The three screenshots show the priority-based ticket queue, SLA and escalation configuration, and support-performance dashboard.
Priority-Based Ticket Queue
SLA and Escalation Configuration
Support Performance Dashboard
Support reporting created
Queue
Priority, ownership, ticket status, age, and overdue work organized for faster triage
SLA
First-response timing, resolution timing, overdue status, and escalation indicators
Dashboard
Response time, resolution time, overdue tickets, issue trends, and support workload visibility
Project outcome
Queue visibilityImproved
Priority and overdue work are easier for support teams to identify and manage.
SLA monitoringOperational
Response and resolution timing can be reviewed through consistent ticket properties.
Performance reportingCentralized
Support leaders receive a clearer view of workload, overdue tickets, and recurring issue trends.
Portfolio note: This is a simulated HubSpot sandbox project created to demonstrate SLA management, support prioritization, escalation logic, and dashboard reporting skills.