Much of my customer service career has been spent in operations - designing and implementing workflows to keeps teams efficient and on task. 

I have experience creating multiple Zendesk Brand instances for email, phone, chat, and social support. Including automation, triggers, SLA priorities, branded help centers and workflows for multiple points of contact.

Other Products and Software I have experience as an Administrator creating workflows for include:

• GSuite Admin

• Shoretel/Mitel

• Twilio

• StatusPage

• Desk.com

• Intercom

• Help Scout

• Kustomer

• Zapier

• Slack

• Microsoft Office

• Snap Engage

• Olark

• LivePerson

• Shopify

• Shipstation

• Shippo

• Acuity Scheduling

• Atlassian/JIRA/Confluence

• GitHub

• Clubhouse

• Asana

• Monday

• SalesForce

Creating and managing an online store has been one of my favorite projects to date. I have experience managing the operations for five (5) simultaneous separate instances of Shopify for multiple brands and countries. This experience also includes generating notification workflows, creating email marketing designs, implementing promos and discount codes, providing internal reporting, creating product SKU's and product bundles and generating UPCs for multiple products.

In addition, I have extensive experience creating procedures for inventory management partners.  That includes simultaneous shipping coordination with multiple 3PL's both domestic and international while processing returns and RMA management internally and externally with 3PL partners. I have also maintained relationships and am familiar with reseller and third party vendor management operations at companies such as  Amazon, Best Buy and B&H, and have experience worked with large organizations such as Ingram Micro.

I believe in being as efficient as possible and automation can be a secret weapon. That's why most workflows that I've created have included integrations with Zapier to Slack, Google Drive, Shopify, SalesForce, Zendesk, Intercom, JIRA and so much more. Why have the team look in multiple places when the basic tasks can be done for you? Some examples of what I've automated: 

​

- Reminders of customer interactions needing attention in Zendesk to Slack

- Updates to open or new issues to Zendesk and Slack, triggered by JIRA

- Live feature requests forms populating a Slack group and Google Doc monitored by the impacted product teams

- Google Calendar invitations for onboarding appointments generated by Acuity Scheduler, then notified by Slack and added to Salesforce.

​

I have so many more examples of exciting ways to keep your team productive on the operations side! Feel free to ask me about them!  

When launching new products, our team decided to create closed Facebook groups for moderation and real-time feedback about the experience. These groups are still prominent today, and I have gained a great deal of experience in curating, managing and engaging the groups to provide feature requests, beta testing participants and a level of customer engagement that is impossible to do just over support tickets.

My favorite projects involve customers that are passionate about products that want to share their opinion. I have a lot of experience interviewing customers, and providing direct feedback to product teams. This can be done via video interviews, calls, chats and also through beta groups. 

​

Running beta groups has been exciting. Many may think it is tedious but I just love to collect data, get opinions and present them to others. The fact that we can take the voice of the customer and influence a product for the better is truly rewarding in my book.