Brian Beck Email & Phone Number

Madison, Wi, Us

San Francisco, California, Us

Led Sprint Planning, Backlog Grooming and Sprint Retro sessions with two separate teams (5 Engineers/1 TL and 5 Engineers/1 QA/1TL) on a biweekly basis to ensure team was working on the most impactful productCreated and implemented a new feature to bring additional escaped defect protection to 100+ customers worth over $200M ARRCollaborated with multiple engineering and product teams to create a new Feature Flagging Service API serving 300 million API calls per day that reduced average latency on calls by 90% (20ms -> 2ms) while having zero downtimeReduced customer outages and downtime by implementing a buddy system for Zendesk’s internally-built feature flagging systemCreated roadmap and began execution to modernize and centralize the user experience both internally and externally for Early Access Programs

San Francisco, California, Us

Managed roadmaps and prioritization for various teams, including internal tools for incident management/reporting, ETL processes for new reporting systems, and internal account management systemsLed the redesign of Zendesk's status page (status.zendesk.com) to extend the reporting window from 7 days to 90 days, allow direct access to information about incidents on a given day, generate customer notifications when their instance may be impacted by an outage, and improve the design to meet WCAG 2.1 Accessibility guidelines

San Francisco, California, Us

Launched the new BIM role at Zendesk over a 6 month period to address concerns at Zendesk over a large communication gap between Product Management and CX team preparedness new feature releases in an effort to drive increased feature adoptionAs part of the launch, participated in a week-long onsite with new BIM team to set expectations for the new role, discuss engagement strategies with product and CX teams and focus on building relationships among the new 5 person teamCollaborated with Product Managers to deliver more effective products by synthesizing feedback from customer interactions across CS teams and preparing customer facing teams to better support new releases

San Francisco, California, Us

Managed relationship with Twilio (Zendesk Voice’s API provider) for troubleshooting and support. Coordinated complex issue resolution and streamlined communication between Zendesk and Twilio teams, improving service response times and operational efficiency.Launched Talk Enterprise Account Health Report for top Zendesk Talk customers, providing proactive support and scaling the program from 5 to 125 customersCollaborated with the Talk Management Team to identify customer needs through ticket research, collaboration with subject matter experts in Advocacy, and weekly reports on areas of the product where customers were submitting the most requests along with average satisfaction scored for those areasLed a global team of 15 Customer Advocates specializing in Zendesk Talk, ensuring they had the necessary knowledge and skills to resolve complex issues through ad-hoc one on one collaboration for difficult tickets and weekly group sessions to discuss larger trends in ticketsDrove efforts to host the first internal Zendesk Talk Summit in 2015. Coordinated with Product and Support teams to share knowledge, revamp internal and external documentation and ensure readiness to launch of Advanced Talk – Zendesk’s first per-seat paid VoIP product

San Francisco, California, Us

Zendesk's Support Engineering team is the highest level of support at Zendesk. We dive into the most difficult issues presented by our customers and work with many departments company wide to provide a solution to the customer, no matter how long it takes.Product champion for:Zendesk VoiceSalesforce - Zendesk IntegrationService Level Agreements

San Francisco, California, Us

Provide 2nd tier support to customers using Zendesk's customer service platform. Provide troubleshooting for a wide variety of issues, such as authentication, email and configuration problems. Investigate customer-reported bugs and provide detailed descriptions to development to facilitate quick releases to fix bugs. Document processes and knowledge to assist other support personnel with their jobs.Product champion for Zendesk Voice. Duties include traveling onsite with customers to provide support for large customers, working to improve troubleshooting workflows (both internally and through our voice backend provider, Twilio), training new employees on Zendesk voice, and offering trend-based feedback to the Product Manager to improve the voice product.

Verona, Wi, Us

Organized and led internal black-box testing and customer-facing user acceptance testing sessionsParticipated in 8 customer go-lives, providing direct assistance to various hospital scheduling and referral employees when they were launching their new Epic softwareCo-founded an internal Public Speaking group to enhance employees' public speaking skills for improved customer interactions

Stevens Point, Wi, Us

My job was to answer phones and fulfill a customer's request, no matter the size. Did a little bit of everything -- I planned multi week cross country trips, located concert tickets and helped customers find a place to eat at 4 am.

Stevens Point, Wi, Us

Taught three sections of Intro to Public Speaking each semester. Ran discussion sections, graded student speeches, and taught a night class (including lectures) one semester. Also assisted a professor in the Education Department with the development of an educational card game

Helped to maintain the website through uploading of videos, pictures and game demos. Wrote 5 game reviews per month. Attended trade shows and wrote articles about the various games at the show.

Pembroke, Nc, Us

Worked with Lead/Managing editor at the paper to produce a sports section for the bi-weekly college newspaper, The Pine Needle. Came up with ideas for sports stories for each issue of the paper, wrote content, worked on section layout, edited staff writer contributions to the section. Worked with photo editor to get necessary photos for my section of the paper.

Pembroke, Nc, Us

Work with 20-person staff of award winning bi-weekly college newspaper. Responsibilities included managing the layout for the paper's opinion section, working with other section editors when assistance was needed with articles/layout, work with section editors to come up with ideas for each publication of the paper, and manage final layout/necessary changes for entire paper when lead editor was unavailable.