Work

Things I have shipped, and what is in flight.

The customer ops play is the current focus. The prior products are still live and the methodology carries over: small scope, finished, measured.

Proof artefact

Sample audit, DTC apparel, €22M GMV.

Anonymised version of a real customer support audit. The format is what every Tier 0 deliverable looks like: diagnostic, deflection model, refund-leakage estimate, five-flow implementation order, ninety-day projected outcome.

What the audit found

62% of tickets eligible for safe AI deflection on day 14
€97k / year refund leakage identifiable in a 200-ticket sample
14hr → 4min median first response on covered flows
5 flows in the implementation queue, ranked by recoverable value

What the report contains

  • Twelve-page PDF: current-state diagnostic, deflection model with confidence bands, refund-recovery estimate
  • Five-flow implementation priority order with effort and impact estimates
  • Ninety-day projected outcome: deflection %, hours saved, € recovered
  • Twenty-minute walkthrough call recording
  • Recommended Tier 1 setup scope if you proceed
Request the sample audit Sent by reply with your name on the email, not gated behind a form download.
Past shipped products

Three things, all still working.

surgical-crm · private
Surgical queue dashboard built for a Galway clinic
2024 to present · Production

Surgical-practice CRM, Galway

Custom CRM built solo for a private surgical clinic in Galway. Patient queue, scheduling, post-op flow, clinic-side admin. Live in production since 2024. Replaced a spreadsheet workflow that was leaking referrals.

  • TypeScript
  • Next.js
  • Postgres
  • Bespoke domain model

Why it matters here Same approach as the customer ops play: sample the real workflow, find the actual job that wants automating, build only what is needed, ship.

studysmith.app
StudySmith study guide interface
2023 to 2024 · Shipped solo

StudySmith

Full study platform built and launched solo. Backend, frontend, billing, content pipeline, deployment. Live product with paying users at peak. Sold the project after twelve months of operating it.

  • End-to-end build
  • Stripe billing
  • Content pipeline
  • Operated solo for a year

Why it matters here The skill that matters is finishing. SaaS does not get shipped by talented architects who refuse to fix CSS bugs. The customer ops engagements are run the same way.

skinandco.ie
2025 to 2026 · Cold-outreach proof artefact

Twenty salon mockups

Working sites for twenty real Irish salons and clinics, built from scratch as the proof artefact for a cold outreach motion. Hand-coded, mobile-first, designed to convert. Same audit-first muscle as the current customer ops play, applied to a different product.

Why it matters here Cold outreach with a real, hand-built artefact tends to outperform decks. The customer ops audit is the same shape: real diagnostic, real numbers, sent before the sales conversation, not after.

Want one for your support inbox?

The audit is the deliverable. €2,500, ten business days, real numbers on your shop.

Book the audit Book a 25-min call first