Alex Duffey Email & Phone Number

Vancouver, Wa, Us

Portland, Oregon Area

System Admin: Manages multiple 3rd party platforms used in customer operations.-Zendesk Support (ticketing platform)-Zendesk Guide (knowledgebase)-Fullstory (customer engagement platform)-Emplify (social media platform)Technical Analyst: Admin for global ticking system, Zendesk. Global reporting to management of data around customer satisfaction, product feedback, customer support CSAT, website functionality.- Creation of a Ai Chat bot to reduce cost and limited need for customer interaction with support agents.-Leads and manages the global knowledgebase system (Zendesk Guide), content and customer facing support community forum. Custom HTML and CSS Zendesk website design for five different support brands within Zendesk.-Creates and manages global guidelines for knowledgebase content, including internal & external (customer-facing) content. -Admin for content translations process into 13 global languages via Smartling translations management platform. Creation of templates for articles, best practices, and process pages for customer self-help content.-Weekly, monthly, quarterly, and yearly reporting for upper management around voice of customer, hyper-care initiatives, and Customer Support. Gathers data from multiple points such as customer feedback ticket, support CSAT, website feedback form, return data and others to create a comprehensive voice of customer reports.-Provides customer operations direction and consulting to product development, customer support, software engineering and sales teams.Support development of internal product specifications based on customer requirements and global support team input. Lead customer operations interface between global teams and software engineering team Sr. Technical Support SpecialistProject biased position working remotely. Projects include, Zendesk design updates, HTML email design for Magento estore platform, voice of customer team leader, knowledgebase system roll-out to sales partners.

Sr. Support Specialist is the top support level for customers both external and internal. Ticket handling is done through Microsoft CRM dynamics, my position is the 3rd level support, helping support tier 1 and 2 located in an external call center. I helped set up call centers in the Philippines, Beijing, Costa Rica and Lisbon to move from an 8 hour to 24/5 follow the sun customer support model in 10 languages. This effort included Co-creating policies, infrastructure, developing training materials, ensuring wide range of customer knowledge and training agents on location. Resulted in an increase in customer satisfaction scores from below 60% to above 92%.On a daily basis I use Jira & Confluence, Service Target, SAP, Microsoft Office, and Cybersource to handle escalations. I maintain and create Technical Support FAQ guides for support.wacom.com's self help website using Service Target.

Ticket handling through phone and Email support, supporting multiple tiers of support, multiple generations of products over Windows, Android, Mac OSX and IOS platforms. I work within Microsoft CRM dynamics, Jira, Service Target, SAP, Microsoft Office, and Cybersource on a daily basis. A+ Training, Adobe Creative Programs training among other creative programs.

Portland, Oregon Area

Manager of three different Retail Portrait Studios. Position Involved staff managment and buisness reporting. Each studio had one to ten staff members. District Trainer entailed visiting studios and training new staff members along with continued training for tenured staff.