I am Gerard Millán: I automate business processes with AI

What I do and why

I work with small and mid-sized companies whose operations, back-office or customer support teams are stretched by repetitive work: copying data between tools, checking documents, answering the same questions over and over, putting together the same reports every week.

My job is to find which part of that work AI can handle reliably, build it and leave it running. I mainly use Claude: agents, skills, MCP connections to your tools, and Claude Code where a bit more development is needed. As a Zendesk consultant, I also make sure your support platform is properly set up rather than being yet another bottleneck.

I do this because I have seen first-hand how much time goes into tasks nobody should be doing by hand, and how little an AI project delivers when it does not start from a real process.

Background

I have spent more than ten years in operations: logistics, e-commerce, last-mile delivery and proptech. Always on the side of the processes and the teams running them, which is where you best see what work is unnecessary.

• Proptech, today. I run operations at a rental SaaS platform and roll out Claude-based AI agents across departments: agents, skills and MCP connections doing real back-office work. Together they save 80 to 100 hours of manual work a month.
• Stuart, last-mile delivery. I led cross-functional programmes with Legal, HR and Operations: 100% compliance with Spain’s rider law and 35% higher courier productivity.
• Kubbo, e-commerce logistics. I went from warehouse and customer care manager to Head of Operations. I implemented Zendesk from scratch, cut customer response time by 63% (to under 15 minutes), took order accuracy to 99.43% and reduced the monthly billing process time by 58% through automation. I built the processes behind a 3x growth.
• Amazon Prime Now. I supervised 1–2 hour delivery operations in Barcelona with a team of more than 100 people. That is where I learnt what every minute of a badly designed process costs.
• Before that. E-commerce and Amazon FBA for a consumer brand, and running a technical department with direct customer service.

Since 2023 I have also worked as an independent process and AI consultant. Everything I offer here I have done before inside a company, under real volume and deadlines: administering Zendesk, sorting out processes and getting AI to do the repetitive work.

How I work

• Fixed prices. You know what you will pay before we start. No open-ended hourly billing.
• Everything stays in your accounts. Agents, skills, integrations and configuration live in your company’s tools. If we stop working together tomorrow, everything keeps running and it is yours.
• We measure hours saved. Before automating, we measure what the process costs today. Afterwards, what it costs with the automation. If there is no clear difference, it has not worked.
• I say no when it does not pay off. If a process is not worth automating, or a simple rule does the job better than AI, I will tell you, even if it means one less project for me.

The small details

What I enjoy most, and where I think I add the most, is finding the small improvements nobody had the time to build and that you notice every day: a daily Slack message with the day’s check-ins and what still needs preparing, a Google script that checks a sheet and flags anything that doesn’t add up, or a Zendesk macro that saves two clicks on every ticket. They take hours to build, and after a week the team stops noticing them because the work simply gets done.

What I do not do

• I do not resell licences or take commission on any tool.
• I do not build large bespoke software or applications from scratch.
• I do not run AI projects without a specific process and a measurable outcome behind them.
• I do not promise to replace your team: the goal is for people to spend their time on work that needs judgement.

Let’s talk

If you have a process that eats hours every week, tell me about it and I will tell you whether it is worth automating. You can also browse my services and prices.