Desmond

. CRM Automation Specialist

HubSpot • Freiberufler

Jul 2026 - Present • 2 mos

Worked on CRM integration and business-process automation projects designed to improve how organizations capture, organize, synchronize, and follow up with leads and customers. My responsibilities covered CRM workflow planning, application integration, data mapping, automation design, lead-management processes, customer communication workflows, and troubleshooting of connected business systems. I worked with CRM environments including Zoho CRM, HubSpot, and GoHighLevel and developed an understanding of how different organizations structure contacts, leads, deals, pipelines, activities, owners, stages, and customer information. Before implementing an automation, I reviewed the existing workflow and identified which actions were being performed manually, which data needed to move between systems, and which events could be used as reliable automation triggers. A significant part of my work involved connecting CRM platforms with WhatsApp communication systems. Using WATI and WhatsApp Business API-related workflows, I worked on processes where WhatsApp interactions could initiate or update CRM activities. Depending on the business requirement, this could include creating new leads, updating existing contacts, assigning records, triggering notifications, initiating follow-up workflows, or keeping customer information synchronized between communication and CRM environments. I also worked with Zapier and Make to create integrations between applications. These projects required careful configuration of triggers, actions, filters, conditions, field mappings, and multi-step scenarios. For more customized requirements, I considered webhooks and API connections to pass information between systems when a standard connector did not provide the required functionality.

WhatsApp CRM Integration Specialist

Business VA Hub • Freiberufler

Dec 2025 - Present • 9 mos

Worked on business communication, CRM integration, and workflow automation projects focused on connecting WhatsApp-based customer interactions with structured sales and customer-support processes. My work involved understanding how businesses capture leads, communicate with prospects, qualify opportunities, manage customer conversations, and maintain CRM records, then translating those processes into practical automated workflows. A major area of responsibility was working with WATI and WhatsApp Business API environments to create connected communication workflows. Projects included configuring WhatsApp-related triggers, mapping customer information between systems, designing automated notifications, creating lead-routing processes, and connecting customer conversations with CRM records. I worked with workflow requirements where an action in WhatsApp or a CRM needed to trigger another action automatically, helping businesses reduce repetitive manual data entry and improve consistency in their sales and support processes. I also worked with CRM platforms such as Zoho CRM, HubSpot, and GoHighLevel, depending on project requirements. This included reviewing existing CRM structures, identifying the fields and records that needed to be synchronized, planning data mappings, and designing workflows around contacts, leads, opportunities, conversations, tasks, and follow-up activities. I paid particular attention to data consistency because poorly mapped fields or duplicated records can create problems throughout a CRM. Another important part of my work involved automation platforms such as Zapier and Make. I used trigger-and-action logic, multi-step workflows, filters, conditions, field mapping, webhooks, and API-based connections where appropriate. The objective was not simply to connect two applications, but to understand the complete business process and build an automation that follows the way the sales or support team actually operates.

Workflow Automation & Integration Specialist

n8n • Freiberufler

Jul 2026 - Sep 2026 • 2 mos

Worked on no-code and low-code automation projects involving CRM systems, WhatsApp communication platforms, sales processes, customer-support workflows, and business applications. My responsibilities included analyzing repetitive business processes, identifying suitable automation opportunities, designing workflow logic, configuring integrations, mapping data, and testing automated processes. A major part of this experience involved Zapier and Make. I worked with trigger-based workflows where an event in one application could initiate one or more actions in another system. Depending on the project, these workflows could include creating or updating CRM records, sending notifications, assigning leads, updating pipeline information, synchronizing customer data, creating follow-up tasks, or initiating communication workflows. I also worked with WATI and WhatsApp Business API-related integrations. This involved understanding how WhatsApp communication could be incorporated into broader business workflows. For example, a new customer interaction could become a CRM lead, a specific CRM event could initiate a WhatsApp-related action, or a lead assignment could notify an internal sales representative. I worked across CRM platforms including Zoho CRM, HubSpot, and GoHighLevel. Each integration required careful consideration of the available fields, triggers, actions, API capabilities, and workflow requirements. I focused on creating data flows that were clear and predictable rather than relying on excessive automation that could be difficult for a business to manage later. I also worked with webhooks and API-based automation when standard connectors were insufficient for a particular requirement. This required understanding the information being sent between systems, identifying the required fields, configuring requests appropriately, and checking the returned data.