Valentina Akpan: Founder of Rellatech, providing administrative and operations support to executives, founders, business owners and teams. Her background combines technical support, customer success, administration and operations.
Illustrative stock photo by Jep Gambardella on Pexels.
The Starting Point
A healthcare software business needed help with the work surrounding its platform: checking subscriber accounts, investigating configuration problems, maintaining useful records and explaining the system to the people using it.
A support question could involve several parts of the business. An account setting, a workflow, a reporting record and a training explanation could all need attention.
How the Work Connected
I checked account details against the relevant source records rather than treating a tracker as proof. That included matching subscription status with account access and reviewing pipeline differences before changes were considered.
I investigated technical issues in the CRM and related reporting. Where a recurring issue could come from a shared setup, I checked that setup as part of the investigation. I used a test environment to inspect changes before they reached live accounts.
The support work also fed into documentation. I merged overlapping FAQs into a structured answer set, identified conflicting guidance for review and built an internal assistant around the approved material. I turned recurring questions into written lessons and screen walkthroughs.
I also repaired a subscriber-tracker script that was moving records and resetting counts, then checked the totals against payment records.
What I Delivered
Account and subscription checks using the underlying records.
CRM troubleshooting and documented configuration findings.
A repaired subscriber tracker with totals checked against payments.
Consolidated FAQs and an internal answer tool.
Help content and recorded walkthroughs based on recurring questions.
Written technical procedures and handover material.
The Result
The work connected technical support with the records and explanations the team depended on. A question could lead to a checked account, a corrected tracker or a clearer training resource, with findings documented for the team.
Tools and Skills Used
CRM support, account quality checks, reporting, troubleshooting, documentation, training and team handovers.
Who This Is For
This case study may be useful to you if you are:
- ●A business looking for one versatile virtual assistant across administrative, technical and operations work.
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