Smoothen

🤝 Helping organizations facilitate seamless user experiences by laying a strong foundation with support tooling and data-driven decisions. 

🛠️ Customer experience goes beyond the reactivity of customer service. To truly deliver memorable proactive experiences, it is of the utmost importance to map all customer touch points within your Zendesk account, seamlessly integrating external systems to centralize data and develop effective operating procedures to ensure the smooth resolution of every support ticket.

🚀 We’re not just Help Desk consultants, we take pride in being CX consultants with exceptional expertise in customizing Zendesk to align with your specific support operations. Zendesk is not just a tool to us—it's a means to elevate your overall customer experience.

CX Strategist & Founder

Blending together the best customer experience and operations strategies for startups. In each episode, we bring in industry experts to share their insights and advice on a wide range of topics relating to CX and startup operations.

Host of The Startup Smoothie Podcast

Lithic

Helped contribute to the standardization and scalability of our implementation of Zendesk, with a focus on improving the customer experience. This included helping to build out standard operating procedures for our CX, Disputes, Compliance, and Business Onboarding departments, as well as training new support agents and promoting the growth of Zendesk skills across the organization.

Responsibilities:
• Reporting on timelines, milestones, and SLAs to ensure visibility into goal-meeting. 
• Upheld strict and consistent standards of process documentation for distribution to internal support agents.
• Managed CX support JIRA boards to standardize bug reporting and minimize the inefficacy of engineering resources. 
• Designed metrics in Explore to reduce cherry-picking and motivate and incentivize agents.

Consumer Operations, Privacy.com

Scentbird

Managed a team of 16 support agents, communicated clear job expectations, and conducted monthly performance reviews. Maintained and executed new leadership onboarding initiatives to enhance the career path experience

Responsibilities:
• Utilized data in Metabase and Zendesk to identify areas of opportunity and develop action plans to improve KPIs and close performance gaps. 
• Conducted weekly 1:1 meetings with support agents 
• Reviewed, researched, and resolved debit/credit card dispute cases in accordance with card brand regulations, policies, and procedures.
• Developed payment process improvements and support opportunities related to dispute trends. 
• Designed a knowledge management framework to minimize the need for customer support and internal escalations.

Director of Customer Support

Uber

• Worked closely with rider and driver community team leads to investigate patterns of fraudulent activity on the darknet.
• Conducted stand-ups with managers remotely and in-house to discuss big picture ideas and goals.
• Trained and created macros for new fraud trends on a weekly basis to ensure support agents were equipped to resolve all new incoming/developing issues.
• Used Zendesk analytics to improve macro CSAT responses and shape KPI requirements for fraud agents.
• Allocated work time to resolving Zendesk tickets, regardless of outside responsibilities to set not only a standard for fraud associates on my team but to also ensure familiarity with ongoing issues impacting the customer experience/resolve times.

Fraud Analyst, Team Lead - Account Security & Risk

• Worked with a dedicated focus on Account Takeovers and User Account Security.
• Assisted engineering teams to implement new account triggers for evolving fraudulent activity on the platform.

ATO Fraud Analyst

• Resolved complex customer support issues that have been advanced by other customer support specialists within the network.
• Built strong relationships and worked in partnership with internal partners including program, content, and technology teams.
• Filed bug reports for issues that needed engineering fixes.
• Rerouted inappropriately escalated customer support issues to appropriate teams and provided feedback on how the issue should have been resolved at first touch.

Tier 2 Rider Support

CX Strategist | Smoothen.io | Podcast Host

I'm motivated by the opportunity to help others - not into ladder climbing, most things are worth doing for their own sake. I get satisfaction from building memorable user experiences that are differentiators across industries.

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