I’m a Senior Customer Support Operations manager dedicated to CX, and specialized in the Zendesk products suite (I’m a Zendesk Certified Support Administrator¹), developing and improving multiple customer experience processes. If you require professional services, see here.

Past work and responsibilities:

  • Project management. Acted as a ‘bridge’ between customer support operations and product; provided data analysis and data-backed new feature use cases and user stories. Recommended overall improvements regarding:
    • Customer and support agent experience
    • Help desk workflows
    • Online fraud prevention (mostly phishing-related activity) and customer-facing reactive/proactive efforts. Data collection and analysis (also using third-party tools like Netcraft, for example). Basically, learning with fraudsters in order to try and be one step ahead…
  • Non-technical documentation and editorial
    • Content creation, management and SEO
    • Internal documentation
  • Business analysis
  • Assorted customer support operation roles: account management, some QA, and workflow improvements

¹ I’ve been a regular Zendesk admin since 2011: from CX strategy and design to its configuration, documentation, workflow design, data analysis, and other creative uses of the tool.

Off work, I sometimes occupy my time with [very amateur] collage art.

Contact, other networks & communities

Email: [email protected]
Mastodon: @[email protected]
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