Harper D. Email & Phone Number

South Bend, In, Us

Remote

Part-time digital housekeeper, full-time solutions innovator. Responsible for everything from IF/THEN triggers to LLM AI training—and all other things Zendesk or Zendesk-related.Rapid response to bug reports, questions, & complaints. Research, development, and implementation for feature adoption. Religious ZD EAP participant; documentation is my superpower. Consultant for CS management (informed by 15+ yrs combined experience as CS agent, CS manager, and CS QA specialist), and Business Information Systems (informed by 5+ years of systems administration experience), with a focus on implementation strategies, best practices, and above all: excellent end-user experiences.

Remote

Liaison between vendors and internal Prepress, Supply Chain, CS, & Sales teams. Assess order specs and route across network. Vendor Management for big-picture and granular order-by-order details. Tier 2+ CS trainer and CS management consultant. Supply Chain metrics development, capture & reporting. Internal workflow development, authorship, & implementation.

Remote

Trial by fire: assistant to the Production Coordination Master Planner... starting at the upswing of holiday buying. Assessed order specs and manually routed across vendor network. Communicated with vendors + sales + CS at once. Identified primary department time-sinks; developed automation strategy to relieve Supply Chain / Production Coordination workload.

Remote

Product & Production expert. Handled the majority of complaints + all complex cases (Tier 2+). Rapid response for all negative public-facing reviews. Worked closely with CS Supervisor, Master Production Planner, and senior Prepress team. Developed new resources & training. Overhauled internal data-capture systems. Built custom reports on demand for CS and Supply Chain teams.

Remote

Product expert focused on complaint remediation. Solved "The 2019 Box Assembly Crisis" by designing and acting on A/B testing. Authored majority CS email templates and internal resources. Researched, developed, & deployed company migration to a new CRM. Top contributor to Engineering feature requests & bug reports by a mile. #BugHunter

North Bend, Oregon, United States

SAAS product expert with a specialty in bugs and troubleshooting. Worked closely with Engineering team using Atlassian/JIRA + Salesforce to help solve the recruitment challenges of the biggest and most influential brands on (and off!) the planet. 🚀

North Bend, Oregon, United States

Product and production expert. Fielded majority of complaints & all customer escalations. Trained and oversaw 12+ CS employees and 2 Team Leads. Rewrote and organized all internal CS training materials. Conducted weekly QA audits and synthesized data into metrics digests for the Executive team. Developed individual coaching and training plans per-employee, with significant improvements in CSAT & QA across the board.

Product and Production expert; primary point of contact for all complaints. Worked closely with US Support Manager and Engineering team. Authored internal training resources and customer-facing FAQ articles & email templates.