Eric Gao Email & Phone Number

San Francisco, California, Us

• Delivered pre-sales technical consultation through impactful sales presentations and complex product demonstrations, resulting in over $5.4 million in total revenue from license and consulting service fees since FY 2022.• Provided extensive support to a team of 30+ solution consultants in the AMER region, contributing to an increase in the deal win rate from 25% to 50%.• Spearheaded the successful execution of more than 10 sales pilots and prototyped over 20 custom applications to showcase the capabilities and feasibility of the Zendesk platform, effectively influencing customer decision-making.

San Francisco, California, Us

• Developed advanced technical solutions and addressed complex product issues for customers. Provided technical leadership to a team of 10+ Zendesk support engineers.• Orchestrated the escalation processes for engineering teams; served as the incident lead for over 20 critical service incidents and managed customer-facing communications with precision.• Demonstrated subject matter expert knowledge of all Zendesk products and actively contributed the knowledge base through the creation of 30+ public articles encompassing troubleshooting methodologies and best practice recommendations.

San Francisco, California, Us

• Provided consultative support to thousands of customers worldwide, provided technical guidance on extending Zendesk products and implementing best practice methodologies.• Functioned as a subject matter expert for Zendesk Explore and APIs within the Global Customer Advocacy organization; delivered over 15 technical enablement sessions across various internal teams.

Verona, Wi, Us

• Delivered dedicated application support and tailored technical solutions to prominent healthcare organizations nationwide, optimizing revenue cycle workflows to align with clients' key performance indicators and core metrics.• Leveraged expertise in SQL and M programming to successfully complete multiple development projects; collaborated closely with engineering and quality assurance teams to validate new product features and functionalities.