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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