How Portal Issues in My Day Job Influence My Freelance Work

How Portal Issues in My Day Job Influence My Freelance Work

Freelancing can often feel like a solitary journey, but the insights I gain from my day job provide a unique perspective that informs my freelance work. In the digital landscape, where every interaction counts, understanding the nuances of user experience can set a freelancer apart from the competition.

Intro

My role in customer care and portal administration has unexpectedly transformed me into a specialist in password resets, authentication issues, and troubleshooting frustrating login problems. These challenges may seem mundane, but they have sharpened my ability to optimize processes, improve user experiences, and think systematically. For instance, when dealing with a recurring login issue, I implemented a step-by-step guide that not only resolved the problem but also educated users on maintaining their accounts, ultimately reducing the number of support requests.

Bridging the Gap Between My Job and Freelancing

In my experience, the overlap between my day job and freelancing is vast. Each resolved issue translates into valuable lessons that improve my approach to freelance projects. For example, when optimizing a website for a client, I draw upon my customer care background to anticipate user frustrations, which informs design decisions and functionality enhancements.

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quickly – I’ve developed an eye for recognizing patterns and recurring problems, whether it’s login failures due to outdated credentials or website elements that confuse visitors.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.

Efficiency in managing tasks is crucial, especially when balancing full-time work with freelancing. I leverage various tools and techniques that not only help me stay organized but also enhance my productivity. For instance, integrating automation tools with my task management systems allows me to streamline repetitive tasks, leaving more time for creative work.

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.

• Walking & Staying Hydrated – Taking regular breaks to walk and hydrate is essential for maintaining energy levels and mental clarity. During these walks, I often brainstorm new ideas for freelance projects and reflect on challenges, which leads to innovative solutions that I can implement when I return to work.

• 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.

• Learning from Each Client – Every client presents unique challenges and opportunities for growth. I find that actively seeking feedback and learning from each project not only improves my skills but also establishes stronger relationships with clients, fostering long-term collaboration.

• Walking & Staying Hydrated – Taking breaks to walk and drink water helps keep my energy up and my mind clear, making problem-solving more effective.

• The Importance of Follow-Up – After resolving an issue, I always follow up with users to ensure satisfaction. This practice not only confirms the problem is truly resolved but also opens a dialogue for future improvements—an invaluable approach I apply to my freelance clients.

Lessons Learned

As I continue to navigate both my full-time job and freelance projects, the lessons I learn daily are invaluable. It’s about continuously adapting and refining my strategies to better meet user needs. Each interaction, be it a customer support call or a client meeting, enriches my understanding of the user experience, which is paramount in today’s digital age.

• 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.