Hi, I'm Rakibul —

I help businesses build CRM systems
that actually work.

14+ years of engineering Zendesk, HubSpot, and Shopify Plus for SaaS, eCommerce, and enterprise brands. Recently at NZTE. Top Rated Plus · 21,000+ Upwork hours · 100% JSS.

Select your service:

Let's Talk → See My Work

21k+Upwork Hours

100%Job Success

50+CRM Builds

14+Years Active

CRM Performance · Live

Active Implementations3 ↑ incl. NZTE

Avg Ticket Resolution↓35% vs baseline

Tickets Migrated150k+ zero data loss

Agents Managed (peak)1,000+ Upwork Inc.

CSAT Score4.9★ all-time

Start CRM Project → Case Studies

E-Commerce Dashboard

Stores Built & Launched200+ ↑ 13 years

Sales Lift (727 Digital)85% avg. uplift

Longest Engagement7 yrs DYLN · 300k users

Order Tickets Reduced40% ↓ via CRM sync

Client Satisfaction98% agency-wide

Start Shopify Project → See Portfolio

Two Disciplines. One Expert.

Choose your
service pathway

Both disciplines run in parallel — same quality, same accountability, different outcomes. Switch the mode above to explore each pathway in full.

— Pathway A

CRM & Automation Architect

14+ years engineering Zendesk, HubSpot, Freshdesk, and AI-powered CX platforms. 50+ implementations. 1,000+ agents managed. Currently delivering HubSpot automation at NZTE.

HubSpot Zendesk Suite AI Triage Make.com Lifecycle Email CRM Migration

— Pathway B

Shopify & Ecommerce Developer

13+ years building high-performance Shopify stores. 200+ stores launched. 7-year engagement at DYLN serving 300k+ customers. Conversion-focused from day one.

Shopify Plus Liquid Themes WooCommerce Klaviyo Recharge 3PL Integration

CRM & Automation

Six specialisms.
One expert.

Senior-level execution. I engineer the full system and document everything so your team owns it.

HubSpot CRM & Marketing Automation

Full HubSpot admin, lifecycle workflows, behaviour-triggered campaigns, lead scoring, progressive forms, data hygiene, and attribution reporting. Recently delivered at NZTE.

HubSpot CertifiedLifecycle AutomationData Hygiene

Zendesk CX Engineering

Enterprise-grade Zendesk design, smart routing, SLA engineering, macro libraries, Guide Help Centres, Explore dashboards, and AnswerBot deflection. Ran 1,000+ agents at Upwork Inc.

Zendesk CertifiedSLA DesignExplore Dashboards

AI Customer Support Systems

GPT-powered chatbots trained on your historical ticket data, Zendesk AnswerBot tuning, and intelligent triage workflows that eliminate Tier-1 volume so agents focus on high-value work.

GPT-Trained BotsAI TriageTicket Deflection

CRM Migration & Systems Integration

Platform migrations with automated mapping and zero data loss — including a 150,000-ticket Freshdesk→Zendesk move. REST API, Zapier, and Make.com integrations that unify your stack.

150k+ Tickets MigratedZero Data LossAPI Integration

Lifecycle Email & Revenue Automation

Onboarding sequences, win-back campaigns, behavioural trigger flows, and post-purchase journeys wired directly to CRM data. Campaigns that compound revenue, not just open rates.

KlaviyoHubSpot EmailBehaviour Triggers

CRM Audit & Workflow Cleanup

Scored 47-point audit for HubSpot and Zendesk portals. Identify dead automations, dirty data, broken routing, and SLA gaps — with a prioritised fix roadmap delivered in 48 hours.

47-Point AuditWorkflow CleanupData Hygiene

Custom Shopify Theme Development

Liquid, Dawn, and OS 2.0 — fully bespoke themes with section customiser support. No page builder limitations. Custom cart experiences, product pages, and conversion-optimised flows from scratch.

Shopify PlusLiquidDawn OS 2.0

App & API Integrations

Headless integrations with ERPs, CRMs, helpdesks, and marketing platforms via Shopify APIs (REST & GraphQL). Klaviyo, Recharge, Yotpo, ShipStation, Gorgias, and 3PL logistics systems.

Shopify APIs3PL LogisticsGorgias

Checkout & Conversion Optimisation

Shopify Plus checkout customisation, upsell and cross-sell flows, A/B testing, cart optimisation, and landing page builds. Drove 85% average sales increases across 727 Digital's agency portfolio.

CROUpsell FlowsA/B Testing

Subscription & Membership Systems

Recharge, Bold Subscriptions, and custom membership systems. B2B wholesale portals, multi-currency support, and product configurator tooling for complex B2B and B2C hybrid platforms.

RechargeSubscriptionsB2B Wholesale

Shopify + CRM & Support Sync

Connecting Shopify fulfilment data to Zendesk, Gorgias, or HubSpot to automate ticket routing and reduce order-related support volume by up to 40%. Built on Make.com and REST API middleware.

Zendesk Sync40% Ticket ReductionMake.com

Store Migration & WooCommerce Builds

WooCommerce to Shopify migrations, legacy platform rebuilds, and full WooCommerce custom builds. Clean, documented codebases for seamless team handoffs and long-term store maintainability.

WooCommerceStore MigrationCustom Builds

Real Results

Real clients.
Documented outcomes.

Every number below comes from a real engagement. No "up to" asterisks. No projections.

Upwork Inc. · USA · 2016–2021

Zendesk for a 1,000+ agent global support operation processing 5M tickets/year

Engineered custom workflows, trigger chains, macro libraries, SLA frameworks, and Salesforce + Jira + Slack integrations via REST API. Trained 100+ agents. Built Explore dashboards for leadership.

↓ 35% agent resolution time after automation

Zendesk SuiteREST API1,000+ Agents5M+ Tickets/Year

Apollo Internet · Cape Town, SA · 2022–2023

Zero to fully operational Zendesk CRM for South Africa's leading ISP

No ticketing infrastructure existed. Built everything from scratch: ticketing system, AI chatbot, onboarding flows, and full analytics stack. Response time dropped 90% on day one of go-live.

↓ 90% support response time — zero to operational

Zendesk BuildAI ChatbotISP

DYLN · Irvine, California · 2016–2023

Shopify Plus + Zendesk integration for a 300k+ customer global DTC brand

Built the entire Shopify Plus infrastructure post-Kickstarter and maintained it for 7 years. Synced Shopify fulfilment data with Zendesk to automate ticket routing, eliminating 40% of order-related volume.

↓ 40% order tickets · ↑ 30% revenue via SEO & Meta

Shopify PlusZendesk Sync7-Year Engagement

727 Digital · California · 2023–2024

Lead Shopify developer for a high-volume California digital marketing agency

Conversion-focused storefronts, custom upsell mechanics, and performance-tuned themes across 15+ simultaneous client stores using agile methodology. 98% client satisfaction maintained agency-wide.

↑ 85% eCommerce sales · 98% client satisfaction

Shopify PlusCROAgency15+ Stores

About Rakibul

Not a freelancer.
An operator.

Most consultants configure your HubSpot, hand you a Loom, and invoice. I engineer the operational infrastructure that makes businesses actually work — then document every decision so your team can run it without me.

I've run Zendesk for 1,000+ agents at Upwork Inc. processing 5 million tickets per year. I've built Shopify Plus stores serving millions of customers across 7 years of continuous engagement. I've migrated 150,000 tickets without losing a single record.

My clients are in the USA, Canada, UK, Australia, South Africa, and New Zealand. I communicate clearly, deliver documented systems, and measure success by your metrics — not by the hours I log.

2026 →

Marketing Automation Specialist · NZTE

HubSpot portal optimisation for NZ's national trade & enterprise agency

2023–24

Lead Shopify Developer · 727 Digital (California)

95% project completion rate, 85% avg sales increase, 98% client satisfaction

2016–21

Zendesk Administrator · Upwork Inc.

Enterprise Zendesk for 1,000+ agents processing 5M+ tickets/year

2016–23

Lead Developer · DYLN (Irvine, CA)

Built and maintained Shopify Plus for 300,000+ customers over 7 years

2010 →

Freelance CRM & Ecommerce Consultant

104+ projects · 21,000+ hours · 100% JSS · Top Rated Plus · Global

Rakibul Islam — CRM Architect & Shopify Developer Auckland NZ

Md Rakibul Islam

Auckland, New Zealand · GMT+12

Zendesk Certified HubSpot Certified Shopify Expert Top Rated Plus 100% JSS

14+

Years Experience

21k+

Upwork Hours

50+

CRM Builds

200+

Shopify Stores

How I Work

From brief to results.
No surprises.

A fixed process used across 100+ projects. Predictable timelines. Documented output. No scope creep.

Discovery Call

30 minutes. No pitch deck. I listen to your challenge, current stack, and what success looks like — then tell you honestly what I'd recommend.

Audit & Fixed Proposal

I review your existing setup and deliver a clear scope, timeline, and fixed-fee proposal within 48 hours. You know the cost before any work begins.

Build & Iterate

Weekly progress updates, staging environments, and documented decisions at every step. You're never left wondering what's being built or why.

Handover & Own It

Full SOP documentation, team training, and 30 days of post-launch support. Your team owns the system. You're not dependent on me.

Client Feedback

What clients say
after delivery.

★★★★★

"Rakibul rebuilt our entire Zendesk from scratch in under 3 weeks. Response times dropped on day one. Our support team actually enjoys using the platform now, which has never happened before with any tool we've deployed."

Keyur Patel, CEO

SaaS Platform · San Jose, California · ✓ Verified Upwork

★★★★★

"One of the best consultants I've hired. Deep HubSpot expertise, excellent communication, delivered exactly what was scoped on time, and fully documented. Our team can run it without him, which was the entire goal."

Daniel Gray, Marketing Director

ERC Togather · Florida, USA · ✓ Verified Upwork

★★★★★

"Rakibul built our entire Shopify store from zero. Payments, 3PL, subscriptions, email flows. Seven years later, it's still running flawlessly. That's the measure of real engineering quality."

Dorian Ayres, Founder & CEO

DYLN · Irvine, California · Client since 2016

★★★★★

"98% client satisfaction across our entire agency portfolio. Rakibul handles complexity that other developers turn down, and delivers cleanly every time."

Cody Neer, CTO

727 Digital · California, USA

Pricing

Clear scope.
Fixed fees.

No open-ended engagements that quietly expand. Every project is scoped and priced before work begins.

CRM Audit & Fix

For teams with an existing HubSpot or Zendesk setup that's underperforming. Audit, diagnose, fix, and deliver a 90-day roadmap.

$1,200 – $2,500

Fixed project fee · USD

Full platform health audit report
Workflow & automation cleanup
Data hygiene & contact cleanup
Up to 10 priority issue fixes
90-day strategic roadmap
14-day post-delivery support

Book an Audit →

5 MCP Servers
live on MCPize.

AI agents connect directly to your CRM and support stack — no middleware, no reconfiguration. Each server is built from real enterprise workflows, not a tutorial.

What is MCP? The open standard that lets Claude, GPT-4o & Cursor talk directly to your tools.

🎯

Live

Zendesk

Zendesk Support Ops MCP

Live access to your Zendesk instance. Query tickets, surface CSAT trends, identify routing gaps, and get natural-language ops insights — backed by 14 years of enterprise Zendesk knowledge.

✓Natural-language ticket queries
✓CSAT, FRT & SLA breach analysis
✓Macro & routing optimisation
✓Knowledge base gap detection

5M+

tickets proven

35%

resolution drop

14yr

ops built-in

View on MCPize → Discuss Integration

💰

Live

Gorgias · Shopify DTC

Gorgias Revenue Ops MCP

Purpose-built for DTC brands on Gorgias. Surface revenue-linked support data, flag churn signals, and identify conversation-to-conversion opportunities before tickets escalate.

✓Revenue attribution from conversations
✓WISMO & post-purchase triggers
✓Shopify order context per ticket
✓Churn signal & VIP escalation

40%

ticket deflection

revenue via support

DTC

Shopify-native

View on MCPize → Discuss Integration

⚙️

Live · Free tier

HubSpot

HubSpot RevOps Assistant MCP

Connects AI agents directly to HubSpot CRM for revenue operations. Query contacts, deals, tickets, and pipeline reports — built from real enterprise RevOps workflows.

✓Contact & deal pipeline queries
✓Lifecycle stage & workflow visibility
✓Revenue attribution reporting
✓For RevOps, HubSpot admins, sales ops

50+

CRM builds

Free

tier available

Live

on MCPize

View on MCPize → Discuss Integration

🏢

GoHighLevel · Agency

Live

GoHighLevel Agency Ops MCP

The only GHL MCP built for agencies. Multi-location switching with cryptographic client isolation — one misrouted AI write can corrupt a client's CRM. This prevents it. Dry-run diffs on every write, snapshot deployment, and cross-location reporting across all your sub-accounts.

✓Multi-location client isolation

✓Dry-run diff before every write

✓Snapshot deploy in 10 min not 10hr

✓Cross-location pipeline reporting

✓Sub-account provisioning

✓~12k tokens — actually fits in context

For: GHL Unlimited & SaaS Pro agencies managing 5–100+ sub-accounts

View on MCPize → Discuss Integration

📊

Freshdesk · Support Ops

Live

Freshdesk Ops Intelligence MCP

The only Freshdesk MCP with native SLA breach detection — reading Freshdesk's actual policy-driven breach signals, not heuristics. Dry-run writes, multi-channel analytics, canned response authoring, and weekly ops digest for growing support teams.

✓Native SLA breach detection

✓Dry-run ticket writes with confirm gate

✓Multi-channel analytics breakdown

✓Canned response authoring

✓Weekly manager ops digest

✓Contact intelligence lookup

For: Freshdesk Growth, Pro & Enterprise teams where SLA accuracy matters

View on MCPize → Discuss Integration

Works with any MCP-compatible AI client

Claude Desktop Cursor Windsurf GPT-4o Any MCP Client

Custom MCP Build Enquiry →

From the Field

CRM & Ecommerce
straight from production.

No theory. Every article is drawn from a real client engagement with real numbers.

HubSpot · Case Study · 7 min read

What Happens When Nobody Owns Your HubSpot

HubSpot doesn't fail businesses. Businesses fail HubSpot. Here's what I walked into at a large enterprise organisation — and what it actually takes to turn a neglected portal into a machine that works.

Read Article →

Shopify · AI · 6 min read

The Purchase Isn't the Finish Line. Most Shopify Stores Don't Know That.

Read →

Shopify Plus · CRO · 5 min read

Why AI Customer Support Is Making Shopify Merchants Lose Customers — Not Save Them

Read →

CRM · Data Quality · 7 min read

Your CRM Data Is Lying to You And It's Costing More Than You Think

Read →

Zendesk · Migration · 9 min read

230,000 Tickets. 3 Brands. Zero Data Loss. Here's How We Did It.

Read →

Let's Talk

Your CRM is either
making money or
losing it.

30 minutes. No pitch deck. No obligation. Tell me what's broken — I'll tell you honestly whether I can fix it, how long it'll take, and what it'll cost. Before any work begins.

✉

hello@mrakibulislam.com

☎

+64 22 127 3952

linkedin.com/in/rakibul

Upwork Profile · Top Rated Plus

Currently Accepting Projects

Based in Auckland, NZ (GMT+12). Available for remote, hybrid, or on-site NZ engagements. US, AU, and EU client hours fully accommodated.

First Name

Last Name

Business Email

Company

I need help with

Approximate Budget

Tell me about your challenge

✓ Message sent to hello@mrakibulislam.com
I'll reply within 24 hours. Check your inbox for a confirmation copy.

I help businesses build CRM systemsthat actually work.

Choose yourservice pathway

CRM & Automation Architect

Shopify & Ecommerce Developer

Six specialisms.One expert.

HubSpot CRM & Marketing Automation

Zendesk CX Engineering

AI Customer Support Systems

CRM Migration & Systems Integration

Lifecycle Email & Revenue Automation

CRM Audit & Workflow Cleanup

Custom Shopify Theme Development

App & API Integrations

Checkout & Conversion Optimisation

Subscription & Membership Systems

Shopify + CRM & Support Sync

Store Migration & WooCommerce Builds

Real clients.Documented outcomes.

Zendesk for a 1,000+ agent global support operation processing 5M tickets/year

Zero to fully operational Zendesk CRM for South Africa's leading ISP

Shopify Plus + Zendesk integration for a 300k+ customer global DTC brand

Lead Shopify developer for a high-volume California digital marketing agency

Not a freelancer.An operator.

14 years of hands-on delivery.Not theory.

From brief to results.No surprises.

What clients sayafter delivery.

Clear scope.Fixed fees.

5 MCP Serverslive on MCPize.

Zendesk Support Ops MCP

Gorgias Revenue Ops MCP

HubSpot RevOps Assistant MCP

GoHighLevel Agency Ops MCP

Freshdesk Ops Intelligence MCP

CRM & Ecommercestraight from production.

What Happens When Nobody Owns Your HubSpot

The Purchase Isn't the Finish Line. Most Shopify Stores Don't Know That.

Why AI Customer Support Is Making Shopify Merchants Lose Customers — Not Save Them

Your CRM Data Is Lying to You And It's Costing More Than You Think

230,000 Tickets. 3 Brands. Zero Data Loss. Here's How We Did It.

Common questionsanswered honestly.

Your next best-performingsystem starts with a 30-minute call.

Your CRM is eithermaking money orlosing it.

I help businesses build CRM systems
that actually work.

Choose your
service pathway

Six specialisms.
One expert.

Real clients.
Documented outcomes.

Not a freelancer.
An operator.

14 years of hands-on delivery.
Not theory.

From brief to results.
No surprises.

What clients say
after delivery.

Clear scope.
Fixed fees.

5 MCP Servers
live on MCPize.

CRM & Ecommerce
straight from production.

Common questions
answered honestly.

Your next best-performing
system starts with a 30-minute call.

Your CRM is either
making money or
losing it.