Dylan D. Email & Phone Number

Portland, OR, US

San Francisco, California, US

Portland, Oregon, US

Everywhere, ALL, US

Support Driven is a thriving online community with over 13,000 members who are passionate about customer support. Members connect through the Support Driven Slack, supportdriven.com, and events like SD Expo and SD Leadership Summit. As a company, they are small and focused on serving customer support professionals, and committed to transforming the.

I was part of the mass layoffs that happened at Bandcamp on October 16th, 2023 per the SongTradr acquisition. I am currently seeking UX/Technical Writer Roles, though I am open to technical support and user specialist roles as well. While applying for multiple jobs per week and polishing up my portfolio, I am sharpening my skills through SuperHi’s Intro to.

• Accomplishments Include:
• Complete an average of 240 emails per week, averaging 60 tickets per day
• Quickly triage incoming tickets and requests from users, improving average resolution time by 87.7% (7 days to 2 hour response)
• Create the Alt Text Best Practices Guide with the Accessibility Feature TeamJob Duties Include:
• Uses expert knowledge of the site to field email inquiries from a customer base of artists, labels, and fans
• Follows, reviews, and tests new project developments to stay several steps ahead of potential support issues

Portland, Oregon, US

• Accomplishments Include:
• Manage 120+ articles for the Porkbun Knowledge Base
• Utilize user feedback to design and create new features, including helping enact the Quick DNS Config tool via the Porkbun Domain Management page
• Promptly handle an average of 80 customer inquiries and complaints, maintaining a 95% customer satisfaction rate Job Duties Include:
• Resolve software, technical, and payment questions for customers effectively and empathetically via chat, email, and phone
• Maintain Porkbun's Knowledge Base via transparent and concise support documentation while managing policy and procedural operational documents

Portland, OR, US

• Accomplishments Include:
• Assist with troubleshooting and managing all IT Operations for 4 different non-profits
• Reorganize digitally and physically over 100+ documents, creating a system to meet the organization's needs better
• Complete relocation of offices for the organization, moving 8 different employees' items Job Duties Include:
• Present a professional, welcoming point of contact to all vendors, funders, board members, and media – by phone, in person, and email
• Perform operational duties of the company, including tracking invoices, updating policies and procedures, and keeping track of scheduling

Minatoku, Tokyo, JP

• Accomplishments Include:
• Complete an average of 50 tickets daily, averaging a customer satisfaction score of 4.5 out of 5
• Create copywriting for customer solutions around Did Not Receive complaints, resulting in a 25% increase in workflow
• Helped manage a user base of 8.5 million customers with a team of over 20 other support agents Job Duties Include:
• Provide friendly, personable, and timely support via Zendesk CRM
• Collaborate cross-functionally and escalate policy, product, and technical issues when appropriate

Portland, US

Responsible for addressing customer concerns, resolving issues, and providing support through phone, email, and chat. Duties included troubleshooting problems, maintaining accurate records of interactions, and collaborating with other departments to resolve complex issues. The role also involved identifying trends in customer feedback and contributing to.