Synthflow AI is a voice assistant that automates inbound/outbound calls, streamlines workflows, and enhances lead generation, revolutionizing customer interactions with AI.• I oversee Enterprise and Agency client management, guiding users through the entire process—from onboarding and technical support to prompt engineering, custom API integrations, and advanced fine-tuning solutions.• I play an active role in the sales process and the creation of contracts for enterprise and larger customers, collaborating closely with key stakeholders and partners to ensure that all agreements are aligned with their strategic goals. By working directly with internal teams and external partners, I help craft customized solutions that meet the specific needs of high-value clients while ensuring seamless execution and long-term partnerships.• I contribute to operational efforts by researching new tools and supporting automation initiatives for support tooling. While my role in operations is more supplementary, I actively assist in implementing innovative solutions that streamline workflows and enhance efficiency for technical support teams, Customer Success teams, and billing teams.

Zapier is a no-code automation tool that lets you connect your apps into automated workflows. • Executed customer support and team management tasks, such as API, billing and technical support tickets, coaching team members, and managing a high functioning team within the global support department of a top 3 automation company with over 1+ million users in the technology industry.• Partnered with another team lead to implement an outreach pilot project, targeting customers who were giving lower than usual satisfaction ratings on Zendesk to our support team. I facilitated the outreach of over 500 customers in a 3 month time period and turned 400 of those into positive satisfaction ratings.• Ramped up and led a team of 3 Technical customer support agents who handled the weekend support queue.. My team handled the harder, more technical tickets left by the weekday team. We led with a user focused mindset on how best to help the customer, as we managed multiple weeks of higher than usual tickets. • Researched and built an automation using no-code tools like Zapier to inform the global support team on which live apps had been updated the previous day, Zapier has over 6500+ Live apps and its important that the support team knows what is updated and when to convey those changes to the users. This roughly 1 hour per team member of time searching for updates which was a savings of 80 hours a day.• Completed daily tasks of responding and shepherding the support queue, team ticket Quality assurance and feedback cycles and 2- 3 projects both management and participation.

• Facilitated the collection and identification of hundreds of bug reports and feature requests for over 6500 applications along with handling intricate billing and admin related tickets and technical API related issues.• Managed and monitored a high influx of tickets in one of the most used ticket based systems, Zendesk. Organized and automated the reduction of spam and unnecessary tickets so the team could better work on important matters.• Evaluated the communication style used by our support team when speaking to less knowledgeable users of our platform and Identified 3 techniques to better evaluate the level of understanding of each user and how to communicate with them. This increased the user base and instituted a knowledge sharing culture among the community.• Tested and identified issues with advanced Zendesk categorization methods done by another project in the team.

Wyre offers powerful APIs that support a range of financial, cryptocurrency, and identity services.• Spearheaded the global customer support team as the first customer support hire in a cryptocurrency fintech start up company, where I was trained to manage a large client base that needed help and education on upcoming products along with basic and technical industry knowledge.

OKX is a global cryptocurrency spot and derivatives exchange and the second biggest crypto exchange by trading volume, serving over 20 million people globally.• Managed a multi lingual team of 15 experienced community managers from all over the world.• Identified 20 key communities in the cryptocurrency landscape and cultivated deep relationships over 6 months to create a well informed and thriving community this accelerated our group to over 200,000 active users. • Evaluated the communication system used by our support team when speaking to less knowledgeable users of our platform and Identified 3 techniques to better evaluate the level of understanding of each user. This increased the user base and instituted a knowledge sharing culture among the community.