doing magic ⭐️

- Spearheaded the standardization of EMEA Zendesk instances, advancing towards a unified global Zendesk platform for Groupon’s International Operating Segment, serving over 15M active customers as of Q1 2015.- Collaborated with the central BPI team to implement EMEA-specific processes within Zendesk, ensuring process alignment, adherence to new configurations, and completion of development requests.- Coordinated with the CS Tooling team to deploy new features on the Zendesk… Show more - Spearheaded the standardization of EMEA Zendesk instances, advancing towards a unified global Zendesk platform for Groupon’s International Operating Segment, serving over 15M active customers as of Q1 2015.- Collaborated with the central BPI team to implement EMEA-specific processes within Zendesk, ensuring process alignment, adherence to new configurations, and completion of development requests.- Coordinated with the CS Tooling team to deploy new features on the Zendesk platform, designing and implementing processes/tools to ensure full functionality and proper integration.- Managed ad-hoc development requests and system configurations from the BPI team and regional leads, utilizing feedback to enhance efficiency and realize gains through tool adjustments.- Developed and integrated third-party tools and enhancements (e.g., Crawler tool) to directly improve Zendesk functionality and efficiency for EMEA-based customer support teams.- Ensured optimal performance of EMEA Zendesk systems by managing troubleshooting, support requests, system adjustments, agent onboarding/offboarding, and overall system maintenance.- Oversaw and deployed additional ad-hoc projects across EMEA, ensuring seamless integration and operational efficiency. Show less

- Led the standardization of CER Zendesk instances, transitioning to a unified global Zendesk platform.- Collaborated with the central BPI team to deploy CER-based processes related to Zendesk, ensuring alignment and adherence to new configurations and process developments.- Partnered with the CS Tooling team to implement and deploy new features connecting to the Zendesk platform, ensuring proper configuration and full functionality.- Managed ad-hoc development requests… Show more - Led the standardization of CER Zendesk instances, transitioning to a unified global Zendesk platform.- Collaborated with the central BPI team to deploy CER-based processes related to Zendesk, ensuring alignment and adherence to new configurations and process developments.- Partnered with the CS Tooling team to implement and deploy new features connecting to the Zendesk platform, ensuring proper configuration and full functionality.- Managed ad-hoc development requests and system configurations from the BPI team and local/regional leads, leveraging local feedback to enhance tool efficiencies.- Developed third-party tools and enhancements (e.g., Crawler tool) to improve Zendesk functionality and increase efficiency for CER-based CS teams.- Ensured optimal performance of CER Zendesk systems, handling troubleshooting, support requests, system adjustments, agent onboarding/offboarding, and overall system maintenance.- Managed and deployed additional ad-hoc projects throughout CER. Show less