Cris Catalan — Automation, Business System, Project Lead, Web Development & Data
Cris Jon M Catalan
Automation & business systems · AI workflows · Web & data · Project Lead
Thirteen years remote, on teams in London, the U.S., and Australia. I have closed more than 10,000 support tickets, built the pages and funnels customers actually land on, and gone digging in the data when the answer was not obvious. Lately that means automation — n8n, Zapier, Python, and LLM workflows with Claude and GPT — pointed at the same thing: fewer broken pages, faster answers.
Multi-Agent AI Research, Drafting & Quality-Control Workflow
n8n · GPT · BYOK
A pipeline of specialised agents that research, draft, check, and refine — with approval gates between the stages and a human at the end.
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— Designed and built an n8n workflow that coordinates multiple specialised AI agents across research, drafting, guideline validation, factual review, synthesis, style refinement, editorial review, and final human approval.
— Implemented conditional approval gates that accept, reject, or re-route outputs against defined quality criteria, including automated reprocessing when a stage fails review.
— Built a human-in-the-loop feedback path so final reviewer comments send work back through the workflow for correction and re-evaluation.
— Used a BYOK architecture, with GPT-based synthesis as modular components inside the workflow rather than relying on a single model response.
n8nGPTBYOKHuman-in-the-loop
2021 — present At OptimizePress
Customer Support & Lead Qualification Automation
Zapier · Make · OptimizePress
Support triage, self-service, and lead scoring wired into one repeatable workflow instead of four manual ones.
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— Built automated workflows that filtered incoming customer sign-ins and queries, then delivered different messages based on the content and context of the request.
— Automated knowledge-base article suggestions while customers waited for support, surfacing relevant self-service information earlier in the journey.
— Routed customer data into downstream automation that classified prospects as hot or cold leads against defined criteria and prepared them for the right follow-up.
— Connected customer communication, support triage, self-service guidance, lead qualification, and follow-up routing into one repeatable workflow, cutting manual handling.
ZapierMakeLead routingSupport triage
Experience
Oct 2013 — Jun 2026 London, UK · Remote
Senior Technical Support Engineer
OptimizePress
Front line and last resort for a global WordPress page builder — tickets, templates, documentation, and the training that kept the team fast.
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— Personally resolved over 10,000 technical support tickets spanning SEO, WordPress, cPanel, hosting, email-marketing integrations, and OptimizePress plugins for a global user base.
— Built a library of 100+ webpage and section templates that customers used as their starting point.
— Wrote 50+ knowledge-base articles and process documents for colleagues and customers.
— Created HTML5, CSS3, and JavaScript training material for the technical team, lifting team productivity 20%.
— Identified and rectified 500+ design, functionality, and utility issues, and joined product design reviews with improvement recommendations.
— Monitored incident and request queues and held every fault, incident, and request inside its SLA window.
Also, at OptimizePress · Nov 2018 — Jan 2021
Country Manager
— Managed 8 technical support agents remotely against demanding KPIs.
— Introduced a ticketing system that cut response time 30% and kept 95% of cases inside SLA.
— Co-built training programs: customer escalations down 15%, satisfaction ratings up 10%.
— Delivered 300+ hours of online and offline classes to agents and colleagues.
Sourced, cleaned, and documented datasets for a hosted-database platform, and kept the research library reliable enough to build on.
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— Conducted comprehensive analysis on over 10,000 records drawn from a wide range of sources.
— Developed and maintained a GitHub-hosted database of 1,000+ researched records for easy access and reference.
— Entered and organised 2,000+ data points per week in Excel at under a 1% error rate.
— Compiled multi-source reports at a 98% accuracy rate.
Python · PandasAdvanced ExcelGitHubData cleaning
Jul 2014 — Feb 2020 United States · Remote
Systems Manager
Excusat · Contract
Owned the web stack, the funnels, and the member systems — and acted as the CEO's technical right hand.
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— Developed and maintained sales funnels, landing pages, and core company websites: site performance from 30% to 92%, bounce rate from 82% to 18%.
— Managed Google advertising campaigns, hitting targets at 3x average ROAS.
— Administered membership platforms and customer-facing systems for 500+ users: access, content updates, troubleshooting, and ongoing maintenance.
— Supported the CEO directly, coordinating web, marketing, and operational priorities and using traffic, lead-generation, and campaign data to back decisions.
A large vegan recipe and editorial site. I run the build and the plumbing: content management, publishing workflow, and automation through n8n and GoHighLevel, with Python on the data side and hand-written JavaScript and CSS3 where the templates run out.
A showcase of sites built in OptimizePress, made to connect OptimizePress experts with the community around it. I did the mockups and the front-end development.
Client work
Leading and building sites for coaches, mentors, and course creators — funnel design, development, and the ongoing technical support that keeps them running. It is where the digital-marketing, support, and framework work meets LLM tooling in Claude and GPT.
