From inbox queue to forecastable pipeline.

Took over the collections team and rebuilt the listings data confirmation process from manual outreach into automated email workflows. The system pulled listing data, identified gaps, sent confirmation requests with structured response capture, and wrote results back to HubSpot. Confirmed listings rose from 5% to 60%, surfacing $100K in pipeline that had been invisible. Audited stuck deals and recovered $85K that was sitting in lagged stages. Manual collections work dropped 70% — the team shifted from chasing data to high-value touchpoints.

With collections stable, I moved to support. Built automation that triaged spam and no-action-needed tickets out of the queue, dropping volume 55%. Created a library of curated HubSpot snippets matched to the questions support actually got asked, raising response accuracy by 40% and cutting average handle time by 60%. Support stopped re-typing the same answers and started doing real work.