Jack Mullins Email & Phone Number

Austin, Tx, Us

-Assisted with rigorous testing and implementation of Comcast’s HR landing page’s theme and build. -Maintained the HR page’s theme upon request utilizing HTML and JavaScript to apply changes.-Wrote, created, and revised end-user and internal technical documentation for workflows, processes, and system configuration maintenance.-Assisted in the analyzing and cleanup of user profiles in Zendesk in preparation of Implementing an automated Zendesk user integration with Workday.-Kept up to date on Zendesk Talk through Zendesk admin courses to function as an SME through all stages of the Zendesk Talk project from design to implementation.-Acted as an SME in Zendesk Administration for technical requests and applied those configuration changes when applicable.-Maintained Zendesk users access rights, security settings, and user privileges.-Assisted in the creation, maintenance, and configuration changes of chat bot Intents in NLX.-Investigated, identified, and resolved technical issues with Zendesk work tools and integrations.-Responsible for day-to-day operations: Including, but not limited to resolving Zendesk integration conflicts, and Zendesk configuration change requests.

Austin, Texas, United States

-Owned all aspects of Tresl's customer-facing digital interactions in a multichannel environment for Voice, Email, Chat, and Knowledge base. -Collaborated with IT on all customization and CRM integration tasks.-Responsible for the configuration and integration of work tools and API connections with Zendesk.-Responsible for troubleshooting bugs in current workflows and integrations.-Drove optimization by identifying pain points and efficiency opportunities within the Contact Center environment configuration and implementing those solutions.-Work with stakeholders to develop new workflows and improvements to our Contact Center environment-Maintained control of access rights, security settings, and user privileges, adjusting the model as necessary.-Keep up to date as the Subject Matter Expert on new digital customer-facing support features and integrations, scoping and vetting anything that could potentially improve the support experience for our agents and end users.-Oversaw the design and implementation of skill-based routing; maintained and scaled configuration to handle multiple campaigns in accordance with business needs.

-Support and guide CSR team members with customer concerns.-Supported CSR supervisors with operations/SLA monitoring, as well as covered for supervisor's scheduling gaps. -Sole Zendesk Administrator at Tresl. Built multiple departments from the ground up within Zendesk in an effort to assist in increasing company efficiency.-Responsible for the configuration and integration of work tools and API connections with Zendesk.-Responsible for troubleshooting bugs in current workflows and integrations.-Five9 administrator: Assistance with supporting our end users with technical needs related to Five9. -Create end-user internal and external support documentation.-Created and maintained an internal feedback loop process for customer reviews as a part of our Voice of the Customer initiative.-In charge of curating data from multiple review sources to assist in building presentation slides used to show "Pain Points" within the company process. -Participate in the testing of our internal applications and services.

-Support and guide L1 team members with customer concerns and direct to knowledge base resources-Provide quality support while adhering to SLAs to our global customer base via chat and email for all consumer brands-Provide phone support for our VyprVPN Business Sales Team when necessary-Monitor and report our systems and service environments-Participate in the testing of our applications and services across all supported platforms.-Create Help Center and Blog Articles as needed.-Create internal department documentation as needed.-Track, replicate, and report emerging issues to appropriate departments.-Manage first level escalations.-Provide “white-glove” support to our Business, Affiliate, Reseller, and ISP customers-Review and Process Refund requests-Review and process chargeback alerts and inquiries-Respond to Social Media Customer interactions on Facebook, Twitter, Discord, Reddit, and our forums-Respond to App reviews within the mobile app stores for Android and iOS and or other identified platforms-Built and maintained a strong, positive rapport with customers-Escalated issues to the appropriate team or staff, as needed.-Problem Ticket management, including translating findings into action items to assist in resolving the issue in a timely manner-Follow-up with all customers who submit a dissatisfied customer survey response

Austin, Texas, United States

-Provide quality support while adhering to SLAs to our global customer base via chat, email, and phone for all consumer brands.-Participate in testing of our applications and services across all platforms.-Review and determine when accounts are created fraudulently.-Adhere to quality, volume and performance metric KPIs.

Austin, Texas Area

-Received consult calls and escalations from front line support and customers that focus on Nest hardware, software, services, and network related issues.-Handle questions via the telephone and email.-Maintain ownership of cases through final resolution.-Multitask through multiple tools while troubleshooting with customers.-Identified emerging issues with Nest products and sent detailed cases to Nest engineering department.-Evaluate and takes action on requests for exceptions to Nest support policies.-Acted as the last point of contact for the customer.-Proactively identified ways to avoid recurring issues through knowledge base suggestions and corrections.-Achieved call center metrics including Customer Satisfaction, average handle time, as well as schedule adherence and following prescribed processes.

Austin, Texas Area

-Responded and assisted customers with technical issues on Facebook, Twitter, and Youtube. -Input reviews from Amazon and Best Buy into our system and replied to reviews when needed. - Maintain ownership of cases through final resolution. -Multitask through multiple. -Identified emerging issues with Nest products and maintained direct communication with Nest engineers when an issue was noticed. -Evaluate and took action on requests for exceptions to Nest support policies. -Proactively identified ways to avoid recurring issues through knowledge base suggestions and corrections. -Achieved call center metrics including Customer Satisfaction and service levels as well as schedule adherence and following prescribed processes.