How Portal Issues in My Day Job Influence My Freelance Work
Intro
Working in customer care and portal administration has unexpectedly turned me into a specialist in password resets, authentication issues, and troubleshooting frustrating login problems. While it may not sound like the most exciting work, these challenges have sharpened my ability to optimize processes, improve user experience, and think systematically—all skills that directly apply to my freelance work.
Bridging the Gap Between My Job and Freelancing
Whether I’m handling portal access issues at Culligan Quench or optimizing a website for a client, the same core principles apply:
• Identifying bottlenecks quickly – I’ve developed an eye for recognizing patterns and recurring problems, whether it’s login failures due to outdated credentials or website elements that confuse visitors.
• Explaining solutions in plain English – Many users don’t care about the technical reasons behind an issue; they just want to know how to fix it quickly. Clear communication is essential in both customer support and freelancing.
• Fixing frustrating user experiences – Whether it’s a cumbersome login system or a website with poor navigation, people get frustrated when things don’t work intuitively. My goal is to eliminate that frustration.
Tools That Keep Me Efficient
Managing tasks efficiently—both in my full-time job and freelancing—requires a structured approach. Here’s what I use to stay productive:
• Timers & Pomodoro Technique – I break down work into focused 25- to 50-minute sessions to avoid burnout and keep my mind sharp.
• Todo Lists & Task Management – Whether it’s Todoist, ClickUp, or Microsoft To Do, I organize my work with priority levels and due dates.
• Tagging & Categorization – I use tagging systems in Salesforce cases and Todoist tasks to quickly sort and retrieve information when I need it.
• The 80/20 Rule – I focus on the 20% of actions that drive 80% of results, ensuring I don’t waste time on minor details that don’t move the needle.
• Research & Learning to Ask the Right Questions – Many issues come down to figuring out what the real problem is. I’ve learned to ask better questions upfront, leading to faster resolutions.
• Walking & Staying Hydrated – Taking breaks to walk and drink water helps keep my energy up and my mind clear, making problem-solving more effective.
Lessons Learned
• A broken process frustrates users more than the actual problem. People can tolerate occasional issues, but if they feel stuck, that’s when they get upset.
• Documentation is essential. Whether for a client’s website or an internal portal, good documentation saves time and prevents errors.
• People just want things to work. When troubleshooting, users don’t need a deep dive into technology—they need a simple, actionable solution.
Final Thoughts
My full-time job is my daily focus, and it’s also where I continuously learn and improve my skills. The overlap between my day job and freelancing is clear: efficiency, clarity, and user experience matter everywhere. Every issue I solve at Culligan Quench helps refine my problem-solving approach for web clients. And in both areas, the goal is the same: make technology work for people, not the other way around.