Nice to meet you!

In my journey through the realm of customer service, my focus has predominantly been on operations—crafting and executing workflows that serve as the backbone for efficient and on-task teams.

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One of my notable accomplishments has been the design and implementation of multiple Zendesk Brand instances catering to email, phone, chat, and social support. This involves not just the basics but delving into the intricacies of automation, triggers, SLA priorities, branded help centers, and workflows tailored for various points of contact.

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My knack for navigating various products and software as an Administrator is reflected in the diverse array of tools I've handled. From GSuite Admin and Shoretel/Mitel to Twilio, StatusPage, and Desk.com, I've been in the driver's seat, creating workflows that streamline processes. The list extends to Intercom, Help Scout, Kustomer, Zapier, Slack, Microsoft Office, Snap Engage, Olark, LivePerson, Shopify, Shipstation, Shippo, Acuity Scheduling, Atlassian/JIRA/Confluence, GitHub, Clubhouse, Asana, Monday, and SalesForce.

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Join me in this exploration of how my expertise in operations and administration spans a multitude of tools, weaving a thread of efficiency and effectiveness throughout my customer service career.

Delving into the realm of online store creation and management has been an absolute highlight for me. It's a space where I've passionately navigated through various facets, bringing multiple brands and countries into a harmonious digital existence through five simultaneous separate instances of Shopify.
 

This venture goes beyond the surface—it's about crafting a seamless experience. From generating notification workflows and designing captivating email marketing campaigns to implementing enticing promos and discount codes, my involvement spans the spectrum. I've also been the driving force behind internal reporting, creating product SKU's, assembling product bundles, and meticulously generating UPCs for an array of products.

Extending my expertise into inventory management, I've carved out procedures that synchronize effortlessly with our partners. Picture this: simultaneous shipping coordination with multiple 3PL's, both domestic and international, while seamlessly managing returns and RMA processes both internally and externally with our trusted 3PL partners.

Navigating the intricate world of e-commerce, I've fostered relationships and honed my skills in reseller and third-party vendor management operations. My journey includes collaborative endeavors with industry giants like Amazon, Best Buy, and B&H, and I've seamlessly integrated with large organizations such as Ingram Micro. Join me as we explore the intricacies of my online store ventures, where each project is not just a transaction but a meticulous crafting of digital experiences.

Efficiency is at the core of my philosophy, and for me, automation is the secret weapon that makes it all happen. That's why in most of the workflows I've crafted, you'll find strategic integrations with Zapier seamlessly connecting to Slack, Google Drive, Shopify, SalesForce, Zendesk, Intercom, JIRA, and a host of other tools. Why burden the team with checking multiple places when the mundane tasks can effortlessly unfold?
 

Let me walk you through a few examples of how I've brought automation to life:

• Swift reminders of customer interactions in Zendesk that demand attention? Automatically channeled to Slack.

• Updates on open or new issues in Zendesk and Slack, triggered precisely by JIRA.

• Imagine live feature request forms instantly populating a dedicated Slack group and Google Doc, all under the watchful eyes of the impacted product teams.

• Streamlining onboarding appointments with Google Calendar invitations generated by Acuity Scheduler, seamlessly notified through Slack, and seamlessly integrated into Salesforce.
   

These are just glimpses into the exciting realm of operational productivity that automation unlocks. I have a plethora of examples up my sleeve, and I'm more than happy to share the details. Feel free to reach out, and let's dive into the world of seamless, automated efficiency together!

In our pursuit of effective product launches, our team made a strategic move by establishing closed Facebook groups for moderation and real-time feedback. Fast forward to today, and these groups continue to play a pivotal role. Through this journey, I've amassed significant experience in not just curating and managing these groups but also in fostering engagement that goes beyond the limitations of traditional support tickets.
 

These Facebook groups have become dynamic spaces where users share insights, provide valuable feature requests, and actively participate in beta testing. It's more than just a feedback loop; it's a direct channel for authentic, real-time customer engagement. By curating these communities, I've witnessed firsthand the power of direct interaction in shaping user experiences and steering product development in the right direction. The closed Facebook groups have evolved into more than just spaces for discussion; they've become hubs for collaboration and co-creation, propelling our products forward in ways that traditional feedback channels simply can't replicate.

My most cherished projects revolve around engaging with customers who are genuinely passionate about our products and eager to share their opinions. My extensive experience in interviewing customers and delivering direct feedback to product teams spans various mediums, including video interviews, calls, chats, and the dynamic realm of beta groups.
 

Running beta groups is a thrilling aspect of my work. While some might see it as a meticulous process, I find immense joy in collecting data, gathering opinions, and presenting a comprehensive overview to others. There's a unique satisfaction in taking the authentic voice of the customer and wielding it as a catalyst for positive change in our products. The ability to influence and enhance a product based on this direct customer input is, without a doubt, one of the most rewarding aspects of my professional journey. It's not just about collecting data; it's about transforming that data into actionable insights that propel our products towards excellence.