Ian

Workflow Automation & Operations Specialist

Ian

ID Verified
1,000/mo
Tanza Cavite, Philippines
Looking for Full-time
8 hours/day
Availability: US / EU / Asia timezone

Profile Description

Workflow AI Automation Specialist transitioning from 13 years of BPO operations and workforce management into freelance automation. Hands-on experience building no-code and low-code workflows with n8n, Zapier, [link hidden], and GoHighLevel, including AI agents, CRM automation, lead management, and API-based integrations. Brings a strong operations background in reporting, process improvement, and real-time analysis to identifying repetitive manual work and designing automations that improve eff...

Top Skills

AI Agent Development · <1 yearAirtable · <1 yearAPI Integration · <1 yearAsana · <1 yearMake (Integromat) · <1 year

Skills & Expertise

AI & Automation

ZapierBeginner
Make (Integromat)Beginner
n8nBeginner
API IntegrationBeginner
Workflow AutomationBeginner
RAG DevelopmentBeginner
AI Agent DevelopmentBeginner

Virtual Assistance & Admin

AsanaBeginner
Monday.comBeginner
TrelloBeginner
AirtableBeginner

Work Experience

Technical Support Representative

Techmahindra Ltd.

Apr 2013 - Present

Key Achievements:

● Diagnosed and resolved connectivity, account, and technical issues for telecommunications customers.

Real-Time Analyst / Workforce Management

Concentrix

Aug 2021 - Jul 2026

Key Achievements:

Monitored real-time queue performance and intraday metrics, flagging risks to SLA and contractual KPIs. ● Performed intraday analysis and recommended staffing adjustments based on volume, shrinkage, and queue conditions. ● Built daily and end-of-day workforce reports in Excel, analyzing trends and improvement opportunities. ● Coordinated with Operations and Team Leaders on staffing actions using Genesys, Teams, and shared-drive reporting tools.

Customer Service Representative – Chat & Email

Concentrix

May 2019 - Jul 2021

Key Achievements:

Managed multiple concurrent customer conversations, resolving orders, accounts, and service inquiries via CRM systems.

Team Leader

Techmahindra Ltd.

Aug 2016 - Feb 2019

Key Achievements:

● Led 18–20 customer service and technical support representatives, coaching performance against KPI and SLA targets. ● Prepared operational reports to identify performance trends and communicated findings to management.

Quick Stats

Age33 years
English LevelFluent
Other Languages
Tagalog/FilipinoFluent
ID VerificationVerified
Portfolio
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Education

Bachelor's Degree

ICCT Colleges Foundation

2009 - 2013