Operations Manager

I possess extensive experience with Zendesk, leveraging the platform across multiple roles and functions. My journey with Zendesk began as a customer service agent, where I utilized it to efficiently manage and resolve customer inquiries. In this role, I became adept at using Zendesk’s ticketing system, automations, and macros to enhance response times and service quality. As a Team Lead, I transitioned to using Zendesk for escalations and more complex issue resolution. This involved using advanced features such as ticket routing, priority settings, and reporting tools to ensure seamless escalation processes and effective team management. My ability to navigate and utilize Zendesk’s robust functionality allowed me to maintain high standards of customer service and operational efficiency. Currently, as a Manager, I focus on leveraging Zendesk’s analytics and reporting capabilities. I use the platform to generate insightful reports, track key performance metrics, and analyze customer interactions to drive strategic improvements. My proficiency with Zendesk’s analytics tools enables me to make data-driven decisions that enhance overall team performance and customer satisfaction. Overall, my comprehensive experience with Zendesk spans from hands-on customer support to strategic oversight, showcasing a well-rounded proficiency with the platform’s diverse features and functionalities.

Proficient in analyzing data, identifying trends, and providing actionable insights.

Leadership & Team Management Experienced in leading and developing teams to achieve high performance. Operational Excellence Expertise in managing large-scale operations, optimizing processes, and driving efficiency.

Managed email, appointments, and calendar tasks for clients, ensuring efficient and timely communication.

Provided chat and voice call support, handling customer inquiries and promoting service retention.

Skilled in developing and implementing strategies that align with business goals.

Strong background in managing customer service operations and ensuring customer satisfaction.

Provided chat and voice call support, handling customer inquiries and promoting service retention. Provided chat and voice call support, handling customer inquiries and promoting service retention. Provided customer service and retention support, resolving customer inquiries and encouraging continued use of services.