Wale

Healthcare Automation & GoHighLevel CRM Specialist

HealthCare.gov • Freelance

Feb 2026 - Present • 5 mos

Designed and implemented an end-to-end healthcare automation solution that streamlined patient scheduling, insurance verification, and CRM management by integrating Electronic Medical Records (EMR) with GoHighLevel (GHL). The objective was to eliminate manual administrative tasks, reduce appointment delays, and improve the overall patient onboarding experience through intelligent workflow automation. Developed automated workflows that synchronized patient information between online forms, real-time insurance verification systems, EMR scheduling platforms, and GoHighLevel CRM. The solution ensured that patient records, appointment statuses, and communication history remained accurate and synchronized across every platform without requiring manual updates. Configured advanced workflow automations, conditional logic, appointment scheduling, CRM pipelines, automated notifications, and patient follow-up sequences to create a seamless experience from initial inquiry through appointment completion. Particular attention was given to workflow reliability, data accuracy, and maintaining a consistent patient journey across multiple healthcare systems. The completed automation significantly reduced administrative workload, accelerated appointment processing, improved scheduling accuracy, and enabled healthcare staff to focus more on patient care rather than repetitive manual tasks. Key Responsibilities & Achievements: Integrated EMR systems with GoHighLevel CRM Automated insurance verification workflows Built patient appointment scheduling automations Configured CRM pipelines and lead management Developed custom workflow automations Automated patient notifications and follow-ups Improved data synchronization across healthcare platforms Reduced manual processing and administrative workload. GoHighLevel CRM Automation Workflow Automation Healthcare Automation EMR Integration API Integration Business Process Automation Appointment Scheduling AI Automation

Zendesk Explore Reporting & Analytics Specialist

Confidentials • Freelance

Feb 2026 - Present • 5 mos

Worked with the client to design and build custom Zendesk Explore dashboards and reporting solutions that provided meaningful insights into customer support operations. The primary objective was to transform raw Zendesk data into actionable reports that enabled managers to monitor team performance, identify support trends, and make data-driven decisions. Developed interactive dashboards using Zendesk Explore, configuring custom datasets, metrics, filters, queries, and visualizations tailored to the client's business goals. Reports included ticket volume, first response time, resolution time, SLA compliance, customer satisfaction (CSAT), agent productivity, channel performance, and support trends. Collaborated with stakeholders to understand reporting requirements and translate business objectives into easy-to-read dashboards that delivered real-time operational insights. Focused on improving reporting accuracy, simplifying performance tracking, and providing leadership with the information needed to optimize customer support processes. Key Responsibilities & Achievements: Built custom Zendesk Explore dashboards Developed advanced support performance reports Created custom metrics, datasets, and visualizations Configured filters, queries, and reporting logic Tracked SLA performance and agent productivity Monitored ticket trends and customer satisfaction Delivered actionable business intelligence for support teams Improved reporting accuracy and operational visibility

Zendesk Implementation & Customer Support Consultant

iGaming Business • Freelance

Oct 2025 - Present • 9 mos

Led the end-to-end implementation and optimization of Zendesk for a fast-growing iGaming platform, helping establish a scalable customer support operation built around industry best practices. The objective was to improve service consistency, streamline ticket management, and create standardized workflows that would support business growth while maintaining a high-quality customer experience. Designed and implemented comprehensive Standard Operating Procedures (SOPs) covering ticket handling, escalation processes, agent workflows, customer communication standards, SLA management, and quality assurance. Configured Zendesk to automate repetitive support tasks using triggers, automations, macros, views, and business rules, allowing support agents to resolve customer inquiries more efficiently. Worked closely with stakeholders to optimize support operations, improve team productivity, and ensure every customer interaction followed a structured and measurable process. The implementation focused on reducing response times, increasing first-contact resolution, and creating a support environment that could easily scale as customer demand increased. Key Responsibilities & Achievements: Implemented and configured Zendesk Support Developed customer support SOPs and documentation Built automated ticket routing and workflow rules Configured triggers, automations, macros, and SLAs Standardized customer service processes Improved operational efficiency and agent productivity Optimized support workflows based on industry best practices Supported scalable customer service operations for an online iGaming business