Customer journey · Automation · Revenue Ops
Customer journey systems that track every lead, call and deal.
I'm Nathalia Waugh, an independent consultant. I design and build end-to-end systems for high-ticket businesses and fast-moving marketing teams, from lead creation to service delivery.
Book a free system reviewWhat I build
One connected journey, from first lead to onboarding
Most teams lose money and trust between tools: leads that never get called, no-shows nobody follows up, commissions calculated by hand, and new clients who feel dropped after they pay. I connect every stage so nothing falls through.
- 1Lead creation
Every source lands in your CRM, clean and de-duplicated.
- 2Qualification
Leads are scored and routed to the right sales team member.
- 3Call booking
Calendar bookings sync to the right lead and owner.
- 4Confirmation
Reminders and no-show recovery run on their own.
- 5Call outcome
Outcomes are logged consistently, so reporting is accurate.
- 6Deal & commissions
Closed deals trigger setter, closer and partner commission reports.
- 7Hand-off to fulfilment
New clients move smoothly into onboarding, so they feel continuity in the service.
Services
How I can help
Fixed-scope projects or ongoing support, depending on where your team is.
CRM implementation
Pipelines, custom fields, views, sequences and workflows set up around how your team actually sells, including migration from spreadsheets or another CRM.
Workflow automation
Your CRM connected to forms, calendars, payment tools, onboarding and reporting, with AI steps where they add value, documented so your team can follow it.
Sales tracking & client hand-off
Show rates, call outcomes, cash collected, commission reports, and a clean hand-off from sales to delivery.
Fractional RevOps
A monthly retainer to keep your system healthy: fixing broken automations, adding new funnels, writing SOPs and training your team.
About me
Sales first, then systems
I spent six years selling successfully, in person and online, and then four years leading sales teams, raising both sales results and customer service quality. That's why I design systems for the people who use them every day, built around what actually drives sales and customer service results.
For the last three years I've advised fast-growing companies on their processes. Before that, I was Head of Operations and Customer Service for a US high-ticket coaching business and a partner leading a sales team in the travel industry. I'm also a qualified lawyer, which shows in how carefully I document every process.
I've worked hands-on with every tool listed below. Zapier is my main automation tool, and Close CRM is the platform I've implemented most successfully for high-ticket sales. I also work with Claude to design workflows, write documentation and add AI steps to automations.
I've built complete sales systems from scratch, and I've improved processes and systems that were already running.
- Based inThe United Kingdom, working with teams in the UK, US and Latin America
- LanguagesEnglish and Spanish
- BackgroundSales, customer service and sales leadership
- ApproachProcess first, then automation, then documentation
Most used tools
Deepest experience
CRM
Automations
Payments & admin
Booking systems
Lead capture & nurture
Ads tracking
Project management
AI
Let's look at your customer journey
Tell me which CRM and tools you use and where things are breaking. I'll reply with a short review of what I'd fix first, or book a call and we'll go through it together.
nathalia@nwprocesspro.com