I build systems that turn
leads into revenue

The problem

The pipeline was a mess of manually updated spreadsheets, inconsistent lead stages, and duplicate contacts. Sales reps were spending 2–3 hours per day on admin instead of selling. Management had no visibility on where deals were stuck or which lead sources were actually converting. Forecast calls were guesswork.

What I did

• Led the full rebuild of the Zoho CRM pipeline — worked with the team to redefine lifecycle stages to match how they actually sold
• Created automated lead routing rules to assign inbound leads by territory in under 2 minutes
• Configured workflow triggers that auto-generated follow-up tasks, status updates, and internal notifications
• Built a custom KPI dashboard tracking CPL, conversion by source, pipeline velocity, and weekly forecast
• Documented the full system in an SOP and led team training with role-specific guides

The problem

Follow-up communication was entirely manual and inconsistent — reps would remember to follow up or they wouldn't. Leads at different stages of the funnel were receiving the same generic emails. There was no structured nurture path, no re-engagement workflow, and no tracking of which email sequences were actually moving people forward. Revenue was leaking at every stage.

What I did

• Mapped the full customer lifecycle — new lead → qualified → proposal sent → closed/won → post-sale — and designed a different email sequence for each stage
• Directed the build of CRM-triggered workflows that enrolled contacts into the right sequence automatically based on their stage, source, and behaviour
• Created a re-engagement campaign targeting leads that had gone cold for 30+ days, with personalised subject lines and conditional paths
• Set up AMP email templates for interactive booking and reply flows
• Integrated Zoho Booking into the post-demo flow to eliminate manual scheduling back-and-forth

The problem

The team was fielding repetitive inbound queries manually — the same 15 questions answered across email, WhatsApp, and Zoho Desk every single day. Response times were slow, coverage after hours was zero, and the team had no capacity for higher-value work. Leadership wanted automation but had no clear framework for where to start or how to deploy responsibly.

What I did

• Managed and directed the team that developed an AI-powered customer service platform — mapped the top 50 inbound query types and defined resolution workflows for each
• Oversaw the configuration of Claude AI as the core reasoning engine, defining the prompt architecture, tone standards, UAE compliance requirements, and escalation thresholds the team implemented
• Led the integration between the AI layer and Zoho CRM — every bot interaction logged as a CRM activity, maintaining full customer history across the team's builds
• Coordinated a Telegram-based internal ops bot initiative — daily briefings, email triage, and automation proofs of concept developed with the team
• Created the go-to-market framework and proposal templates for the team to offer this as a consulting service to UAE-based SMEs