Open to flexible part-time, project & retainer work

AUTOMATION · OPERATIONS · CLIENT EXPERIENCE

I build systems that keep work moving.

When a meeting is missed, a login never arrives, a lead is not followed up, or one person becomes unavailable, operations should not freeze. I find those bottlenecks and build the CRM, automation, handoffs, dashboards, and SOPs that keep the business moving.

See the case studies View résumé

7+ yrscustomer service & operations

300+ hrsfocused GHL build experience

5+live operational dashboards

200records audited in 1 week

SELECTED CASE STUDIES

Proof, not a tool list.

Each project starts with an operational problem. The software is simply the machinery used to solve it.

Affordable Window Systems · Florida Home ServicesCRM + OPERATIONS REBUILD

Replacing a fragmented legacy CRM with a connected operating system

The business was moving away from MarketSharp and needed more than a database replacement. Sales, production, reporting, follow-up, data quality, and handoff logic all needed to work together.

THE PROBLEM

Fragmented workflows, duplicated records, limited reporting visibility, migration risk, and operational knowledge spread across people and tools.

WHAT I BUILT

Three core GoHighLevel pipelines, automated workflow logic, consent controls, duplicate suppression, Google Sheets and Apps Script data flows, Python QA checks, dashboards, and an 87-step onboarding SOP.

THE RESULT

A more centralized operating system for sales and post-contract work, with repeatable reporting and clearer handoff documentation for the team.

3core pipelines

5+operational dashboards

87-steponboarding SOP

3,800+contacts in email journey scope

DASHBOARD SYSTEM

SalesLive pipeline visibility

ProductionActive job tracking

FinanceBalance due + job cost

TeamCommission reporting

RevenueService revenue visibility

Embedded operational reporting built around how the business actually runs.

Stripe → Make → Zoho CRMINTEGRATION

Turning subscription events into reliable CRM updates

Problem

Subscription changes needed to update the correct customer tier without leaving stale tags or requiring manual CRM cleanup.

System

Event-based routing for subscription created, updated, and deleted events. The flow derives the plan, updates Zoho, removes old tiers, applies the correct tier, and handles cancellations.

Outcome

Correct tier tagging became automatic, giving the CRM a cleaner subscription state to work from.

Automation ReliabilityQA + MONITORING

Building systems that can surface problems before they become customer problems

For live automation, the work is not finished when the workflow turns green. I build checks around missing records, failed updates, incorrect tags, duplicate data, and reporting gaps so issues can be caught earlier.

01 · Detect02 · Flag03 · Diagnose04 · Recover

Property Operations · UK / AU / NZOPERATIONS

Managing high-volume property workflows without losing the human side

Handled guest communication, bookings, cleaners, vendors, maintenance, compliance, records, and owner updates across different property environments.

130AU properties supported

200records audited in 1 week

6 monthslong-stay booking secured

Client Reporting ProductSYSTEM DESIGN

Designing a reporting portal to replace repetitive manual updates

Developed the concept and system design for StayReports, a secure client portal for property managers and serviced accommodation owners, covering bookings, revenue, occupancy, maintenance notes, and guest feedback.

CLIENT TRUST

Authority is what people trust you to own.

The best proof is what clients trusted me to own, what they asked me to improve, and whether they wanted to work with me again.

“

I explained things to you once and you got it. And you were thinking ahead to improve the processes, which was amazing.

Sherry B. · Former Operations Client · New Zealand

After I had left the role and she had worked with another VA for several months, Sherry reached out and asked whether I would consider coming back full-time or part-time.

RE-HIRE SIGNAL

Asked to come back after moving on.

The reason she gave was not simply task completion. She specifically valued fast understanding, clear communication, and the habit of thinking ahead about how the operation could work better.

REPEAT TRUST

From one company build into the next business.

After the Affordable Window Systems build, my systems and dashboard work continued into CReV, the new business built from the owner's operating experience.

ABOUT

I sit between operations and automation.

That is useful because I can understand the messy real-world process before touching the workflow builder.

I started in customer service, moved into remote operations and property management, then went deeper into CRM, automation, systems integration, dashboards, and AI-assisted workflows. I still think like an operator: what can fail, who owns the next step, what happens when someone is unavailable, and how do we make the process easier to run tomorrow?

View full résumé LinkedIn

WORK WITH ME

If your business keeps stopping at the same bottleneck, that is probably a systems problem.

I’m available for flexible part-time, project, and retainer work involving automation, operations, integrations, CRM, client experience, and system cleanup.

Email Karen Connect on LinkedInkarenortega.dev