Led migration to Zendesk and created customized workflows like fields to track ticket topics, integrations to enable smooth collaboration, and customer context data to offer proactive suggestions.
My role: I was a people manager, but also personally owned the team tech stack and operations. I have expertise and familiarity across many common tools:
- CX Platforms: Zendesk Suite*, Churnzero*, Salesforce, Intercom*, Talkdesk, Hubspot
- AI: Forethought*, Ada (pilot), ChatGPT
- Customer Insights & Product: Pendo*, Savio, Beamer, SurveyMonkey, Alchemer*, Qualtrics
- Productivity: Jira*, Confluence, Slack, Google Workspace, Microsoft Office, Trello, Asana
- CX Ops: Zapier*, Playvox, Klaus, Upscope, SendSafely, Miro
- BI & Reporting: Looker, Tableau, GoodData
- Training & Enablement: LearnWorlds, Loom, Wistia, Livestorm
* indicates admin/owner