AI Workflow & Automation Specialist

I build independent AI automation projects and demonstrations, including AI voice agents, automated workflows, and conversational systems. I use VAPI, Make, n8n, GoHighLevel, Python, Streamlit, and the Anthropic Claude API.

I built an AI post-sales support autopilot featuring LLM triage, RAG-grounded cited drafts, queue routing, SLA escalation, and human approval. I also developed a multi-agent company operating system and a large RAG knowledge-library system, applying my frontline support experience to escalation design and edge-case handling.

Served as senior frontline support for high-volume benefits inquiries, taking ownership of escalated claims, eligibility, enrollment, and member-service issues through resolution. Partnered with internal teams, carriers, and vendors to investigate discrepancies and resolve high-impact cases.

Mentored new advocates through onboarding, call shadowing, coaching, and ongoing training. Maintained HIPAA-compliant CRM documentation with more than 98% accuracy and contributed process improvements, team resources, and FAQ updates based on recurring issue patterns.

Managed 20 to 30 inbound calls per day related to claims, eligibility, benefits, enrollment, and plan inquiries. Supported members across multiple client populations while providing accurate and empathetic service.

Supported open-enrollment periods and processed benefits plan updates. Completed operational work including carrier error-report review, transaction processing, and case follow-through through closure.

Resolved complex customer escalations originating from executive, legal, regulatory, billing, technical, and retail channels. Balanced customer advocacy with business policies to provide practical, cost-conscious resolutions in non-routine situations.

Coordinated with technical, billing, legal, and retail teams to identify root causes and close issues efficiently. Prepared escalation analyses and trend insights for leadership to support process-improvement efforts.

Provided Tier 1 and Tier 2 technical support for business customers using mobile devices, tablets, and wireless services. Diagnosed device, account, connectivity, and network issues and opened engineering service tickets when required.

Delivered high-quality technical support through detailed probing, clear communication, accurate CRM documentation, and effective case ownership.

Assisted field technicians with proprietary alarm-panel systems, programming workflows, troubleshooting, and signal testing. Set up new customer accounts and programmed alarm panels with required system and monitoring information.

Supported technicians in real time by phone while navigating 10 to 12 ADT and vendor applications. Helped resolve technical and operational issues affecting installation and service workflows.

High School Diploma.