Catherine Baker

AI Automation Consultant

Nova Blue Technologi • Freelance

Jan 2024 - Present • 2 yrs 7 mos

One of our clients, a growing digital agency, was spending several hours every day answering repetitive inquiries, qualifying leads, and manually updating their CRM. Their small team was overwhelmed, and response times were beginning to affect client satisfaction. I redesigned their workflow using ChatGPT, OpenAI, and Make.com to automate lead qualification, generate personalized email responses, summarize client conversations, and update their CRM automatically. The system also notified the appropriate team members whenever a qualified lead entered the pipeline. Instead of replacing employees, the automation removed repetitive work that was slowing everyone down. The team was able to respond faster, focus on higher-value tasks, and spend more time closing new business rather than managing routine administration.

AI Solutions Engineer

Bright MLS • Freelance

Mar 2022 - Dec 2023 • 1 yr 9 mos

A SaaS company wanted to improve customer support without hiring additional staff. Their support inbox was flooded with repetitive questions, causing long wait times and reducing customer satisfaction. I developed an AI-powered support assistant capable of answering common product questions, summarizing customer issues before handing them to human agents, and drafting accurate responses for more complex requests. I also implemented prompt optimization to ensure the assistant produced reliable and brand-consistent answers. The support team immediately noticed the difference. Agents spent less time answering repetitive questions, customers received faster responses, and the business maintained a consistent support experience even during periods of high demand.

Intelligent Workflow Specialist

Apex • Freelance

Jun 2021 - Aug 2023 • 2 yrs 2 mos

A consulting firm had accumulated dozens of disconnected tools over the years. Client information moved between forms, spreadsheets, emails, and project management software manually, leading to delays and occasional data entry mistakes. I designed a connected workflow using n8n and AI services that automatically processed new inquiries, organized project information, generated meeting summaries, assigned follow-up tasks, and synchronized data across multiple business applications. The biggest improvement wasn't simply automation—it was consistency. Employees no longer worried about forgetting manual steps because the system handled repetitive processes automatically, allowing the team to focus on delivering quality service to clients.