Elijah P. Email & Phone Number

San Francisco, California, US

Acting as a stakeholder on a new team on behalf of GTM while closely collaborating with Intercom's business systems teams to bridge the divide between the two groups.Work includes ownership, troubleshooting and enhancements of third-party Salesforce integrations, business systems analysis, run-the-business case management, and more.

• Managing inventory and fulfilling orders with Stamps.com for shipping
• Created and managing BigCartel-based online storefront
• Recurring creation of sharable social media content including tightly-edited videos and photos for Facebook, Instagram, TikTok, and YouTube Shorts
• Creating and uploading longer-form content to YouTube
• Built relationships with local entertainment scene including bookers, promoters, talent buyers, and venues
• Appearances on local programs including Rampage Radio (Radio Valencia) and the Souza Podcast.

San Francisco Bay Area, CA, US

• Developed and deployed Apex method designed to accurately classify any opportunity into the appropriate ‘swim lane’ based on record type, spend, and other transactional factors.
• Improved BDR attribution clarity by supervising and assisting with development of cross-object flow-based BDR Credit automation.
• Cut first touch times down by 90% by building a routing system in LeanData including logic to accommodate dynamic territory assignment requirements, catch duplicates, and keep prospects from going unassigned.
• Automated over 10,000 tasks/mo building Zapier integrations to consume Amazon SQS payloads from various platform events and take corresponding actions to Salesforce, Slack, Airtable, Asana, and other business tools.
• Prototyped a semi-automated white-glove sales process projected to reduce deal review time by over 50% by collaborating with quoting, applications engineering, and account executive teams.
• Scoped, built, and deployed enhancements to maintenance processes and automations throughout the business sales stack using Lightning UI, SQL, Process Builder, RingLead, Cloudingo, and other tools, reporting to Sales.

San Francisco Bay Area, CA, US

• Managed the flow of support metrics into a consolidated recurring Friction Report with support insights for engineering and product teams.
• Assisted account executives with on-platform issues, payment collection, and provided manufacturing technical support.
• Assisted or solved for a total of 9,758 customer and logistical exceptions in a 2-year span.

San Francisco Bay Area, CA, US

• Fictiv's very first dedicated product support hire, tasked with providing on-platform support to relieve customer friction.
• Created reporting system to surface customer friction points and recommended improvements to buyer's journey.
• Developed help center copy, instructional videos, and saved responses to further reduce ticket count and first response time from 30+ minutes to under 5.

San Leandro, CA, US

• CAD Modeling with an emphasis on Design for Additive Manufacturing (DFAM)
• Technical consulting based on 5+ years knowledge of the 3D printing industry.3D Printers, like any manufacturing tool, have limits on the types of materials and geometries they can produce. I can both design your.

• Developed technical copy and published numerous blog posts, brochures, and trade show collateral.
• Attended and spoke at industry-related events.
• Created photographs, design elements, brand assets for both physical and digital material including customer-facing product pages.

• Built Zendesk-based ticketing system and customer-facing knowledge base with 70+ articles and 97% CSAT rating across 6000+ complex support tickets.
• Awarded perfect support score 2 years in a row from TopTenReviews.com during my tenure.
• Moderated and administered phpBB-based community forum.

• Developed manufacturing procedures for 2012 and 2013 Series 1 3D Printers.
• Hand-built around 200 production units and developed assembly documentation and procedures for the build team.
• Co-invented the Winchester Extruder; hand machined first prototypes and production units, including one that was used in MAKE: Magazine's 2012 Review of the Series 1, where the machine won "Best in Class: Midrange."