AI AUTOMATION & OPERATIONS

Designing end-to-end automations that turn complexity into clarity.

I build automation systems that connect tools, teams, and data — so people can focus on meaningful work instead of repetitive tasks.

From Operations and Marketing to Customer Success, I help build workflows that teams can understand and maintain.

Let's connect Explore my work

BUILT WITH

n8n Zapier Make API integrations

Workflow design
Integration & validation

PAUL COHENAI Systems & Automation Specialist

Built to last

Clear controls
and maintainable workflows

End to end

From the messy process
to a connected workflow

People first

Technology that makes
day-to-day work easier

01 / SELECTED WORK

From moving parts
to working systems.

Internal tools, integrations, and AI-assisted workflows I helped build. Each case shows the problem, my contribution, and delivery status.

Workflow integration

Deployed

Approval-gated work intake

A Slack-to-tracker handoff that preserves request context and waits for human approval.

My contribution: Integration & write verification
Delivered & current scope: Approved requests become tasks with a verified link back to the source.

Python
Slack API
Plane API
SQLite

Generalized workflow

Request
Human approval
Create task
Verify link

Simplified illustration · Records omitted

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Problem

Moving a request from a conversation into a tracker can lose its context or create duplicate tasks when a write is uncertain.

My contribution

I contributed to an AI-assisted build connecting Slack requests to task creation, with source deduplication, durable receipts, and verification of the saved task.

Decision & control

Human approval gates task creation. Uncertain writes are reconciled before another task is created.

Scope

Deployed for approved-request handoff, saved-task verification, and source-linked receipts.

Internal tools · Applied AI

Deployed internal tool

Analytics & AI reporting assistant

A reporting interface pairing charts and shared reporting periods with AI explanations of validated aggregates.

My contribution: Reporting interface & bounded AI context
Delivered & current scope: A working interface for exploring reports and explaining the figures shown.

JavaScript / Node.js
Python
PostgreSQL
Chart.js
AI APIs

Generalized workflow

Sources
Validate aggregate
Select period
Explain

Simplified illustration · Records omitted

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Problem

Charts and AI explanations need the same reporting period, metric definitions, and data context to be useful together.

My contribution

I helped build the navigation, charts, shared period selection, and AI explanation interface through collaborative, AI-assisted implementation.

Decision & control

AI receives bounded aggregate context. Metric definitions remain visible, and stale or unavailable data is identified in the interface.

Scope

The reporting and AI explanation interface is deployed, with shared periods, visible metric definitions, and data-availability states.

Internal tools · Data migration

Deployed pilot

Employee self-service & migration

A request and approval portal, supported by repeatable migration tooling for historical records and attachments.

My contribution: Portal workflows & migration tooling
Delivered & current scope: A deployed portal pilot and migrated historical subset; broader migration is in progress.

Frappe / ERPNext
Python
Vue
Airtable
Google Workspace

Generalized workflow

Request
Review
Approve
Preserve record

Simplified illustration · Records omitted

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Problem

A self-service portal needs clear request and approval paths, while historical imports must retain record provenance and attachment integrity.

My contribution

I helped build request, approval, and availability workflows alongside repeatable import tooling, using collaborative and AI-assisted implementation.

Decision & control

Role-based access and human approvals govern the portal. Imports preserve provenance and check file integrity so repeat runs can be reviewed.

Scope

The portal pilot is deployed and a historical subset has been migrated. The broader migration remains in progress.

Customer operations

Under acceptance review

Support operations workspace

Core agent workflows on an open-source support platform, from queue routing to shared responses and reporting.

My contribution: Workflow implementation & agent QA
Delivered & current scope: Core workflows function; adoption and the full transition remain under review.

Chatwoot
Ruby on Rails
Vue
Zendesk API

Generalized workflow

Incoming ticket
Classify
Queue
Agent review

Simplified illustration · Records omitted

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Problem

A support workspace must bring routing, contact handling, responses, and reporting together without disrupting agent workflows.

My contribution

I collaboratively implemented queues, routing, contact classification, merging, shared responses, and reporting, and helped run agent workflow QA.

Decision & control

Explicit permissions, controlled communication, workflow tests, and migration checks support acceptance review.

Scope

Core agent workflows are implemented. Acceptance, adoption, and the full transition remain under review.

Reporting · Source integration

Protected pilot deployed

Marketing reporting workspace

A shared reporting pilot connecting advertising, site, payment, and attribution sources for comparison.

My contribution: Source integrations & reconciliation
Delivered & current scope: Usable charts and definitions, with coverage gaps and source periods made explicit.

Python
JavaScript
REST / advertising APIs
GA4
Stripe
Power BI

Generalized workflow

Source APIs
Align periods
Check coverage
Compare reports

Simplified illustration · Records omitted

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Problem

Comparing source reports requires aligned periods and clear definitions, especially when sources have different calendars or incomplete coverage.

My contribution

I helped build source integrations, charts, metric definitions, and reconciliation to underlying reports through collaborative, AI-assisted implementation.

Decision & control

The interface identifies partial or missing data and keeps source calendars explicit rather than presenting every source as equally current.

Scope

A protected shared pilot is deployed with partial source coverage. Reporting gaps, source periods, and data availability remain visible.

Applied AI · Human review

Tracking deployed · Delivery in review

Opt-in case follow-up assistant

Human-started case tracking with owner, missing information, next steps, and source-cited AI context.

My contribution: Case tracking & reviewable AI context
Delivered & current scope: Tracking and advisory features are deployed; scheduled delivery acceptance is incomplete.

Node.js
Slack
SQLite
Claude
Read-only support integration

Generalized workflow

Human opt-in
Track open work
Cited context
Human decision

Simplified illustration · Records omitted

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Problem

An open case needs a visible owner, missing information, and next step, while AI suggestions need sources and a human decision.

My contribution

I contributed to an AI-assisted build for opt-in case tracking, persistent delivery tracking, deduplication, and source-cited context for human review.

Decision & control

People start and complete cases. The support integration is read-only, and AI cannot close a case.

Scope

Tracking and advisory features are deployed. Scheduled reminder delivery is awaiting verification and acceptance.

THE TOOLBOX

The right tool for the problem.

n8n
Zapier
Make
OpenAI
APIs & webhooks

02 / EXPERIENCE

People, processes,
and what's next.

My path from Customer Success to AI and automation keeps the human side of every system in view.

View my résumé

CitizenShipperFeb 2025 — Present

AI Systems & Automation SpecialistCURRENT

Designing, building, and maintaining adaptable automations across Operations, Customer Success, and Marketing. Connecting n8n, Zapier, Make, OpenAI, and APIs with business systems, while keeping human review and reliable monitoring part of the workflow.

CitizenShipperOct 2023 — Apr 2025

Customer Success

Optimized ticket flows and standard operating procedures, supported cross-functional escalations, and identified gaps in customer workflows.

PsilolabsSep 2022 — Sep 2023

Customer Success Manager

Customer success experience that continues to shape how I approach processes, communication, and the people using a system.

ConcentrixJun 2021 — Feb 2022

Team Lead

A foundation in team leadership and customer operations.

ConcentrixFeb 2020 — Jun 2021

Bilingual Customer Service Representative

Customer service experience that grounds my approach to the people and processes behind a workflow.

EARLIER

Customer Success Manager · Plantcado Feb 2018 — Feb 2020

03 / THE PERSON BEHIND THE PROCESS

I like untangling
the complicated.

I enjoy finding the gap between how work happens and how it could work better. Sometimes that means connecting the right tools. Sometimes it means simplifying the process first.

My work spans Operations, Customer Success, and Marketing. I use n8n, Zapier, Make, and API integrations to connect systems and support the people using them.

The goal is simple: make day-to-day work easier for the people doing it.

ALWAYS LEARNING

Business Administration — in progress
Universidad de Costa Rica · 2021–Present

04 / LET'S CONNECT

What could work
better?

Have a process to simplify, a system to connect,
or an idea worth exploring? I'd love to hear it.

Email me Connect on LinkedIn

Designing end-to-end automations that turn complexity into clarity.

From moving partsto working systems.

Approval-gated work intake

Problem

My contribution

Decision & control

Scope

Analytics & AI reporting assistant

Problem

My contribution

Decision & control

Scope

Employee self-service & migration

Problem

My contribution

Decision & control

Scope

Support operations workspace

Problem

My contribution

Decision & control

Scope

Marketing reporting workspace

Problem

My contribution

Decision & control

Scope

Opt-in case follow-up assistant

Problem

My contribution

Decision & control

Scope

People, processes,and what's next.

AI Systems & Automation SpecialistCURRENT

Customer Success

Customer Success Manager

Team Lead

Bilingual Customer Service Representative

I like untanglingthe complicated.

What could workbetter?

From moving parts
to working systems.

People, processes,
and what's next.

I like untangling
the complicated.

What could work
better?