Karen Ortega

Core expertise

Selected experience

Freelance · Systems Integration & Operations Automation Specialist

2025–Present · Remote

• Build and improve CRM, automation, and operations systems for service businesses.
• Design GoHighLevel pipelines, opportunity stages, custom fields, calendars, forms, workflows, lead routing, follow-up logic, and internal notifications.
• Connect business tools using Make.com, Zapier, APIs, webhooks, Google Sheets, Apps Script, Stripe, and Zoho CRM.
• Troubleshoot duplicate records, failed field updates, incorrect tags, broken triggers, and reporting gaps.
• Create SOPs and documentation so teams can monitor and maintain systems after handover.

Affordable Window Systems · GoHighLevel CRM & Automation Builder

Project-based · Florida, USA

• Helped replace a legacy CRM with a connected GoHighLevel sales and operations system.
• Built three core pipelines and dashboards for Sales, Production, Balance Due, Job Cost, Commission, and service-revenue visibility.
• Integrated GoHighLevel with Make.com, Google Sheets, and Apps Script for data syncing and reporting.
• Built Python QA checks and documented onboarding and workflow processes, including an 87-step onboarding SOP.
• Supported consent, opt-in, opt-out, DND, and workflow cleanup during database migration.

Remote Property & Operations Support

UK · Australia · New Zealand

• Managed guest and customer communication, bookings, cleaners, vendors, maintenance, compliance, records, and owner updates.
• Supported an Australian portfolio of roughly 130 properties and audited approximately 200 compliance records in one week.
• Supported a UK serviced-accommodation business as it grew from 2 to 5 units and helped secure a 6-month long-stay booking.

Customer Service Representative · Convergys

2012–2016 · Philippines

• Handled high-volume customer enquiries, complaints, orders, returns, account updates, troubleshooting, and issue resolution.

Selected project: Stripe → Make → Zoho CRM

Built event-based subscription logic that identifies plan changes, updates CRM records, removes old tier tags, applies the correct tier, and handles cancellations automatically.

E-commerce experience

Customer and operations support across Shopify and Ecwid environments, including product content, order questions, tracking, delivery updates, fulfilment status, courier issues, returns/exchanges, invoicing, and customer follow-up.

Working style

I work best where operations and automation meet: understanding the real process, finding the bottleneck, defining ownership and exceptions, then building the simplest system that keeps the work moving.