Michael Ross Email & Phone Number

Seattle, Washington, United States

• Designed an entirely new data structure for customers in Zendesk that leverages a CDP to bifurcate account hierarchy information, granting stratified routing and automation of customer inquiry submissions.
• Streamlined Billing workflows and increased automation of 1-touch tickets while improving self-service for customers in a custom Billing Portal.
• Bridged communication and requirement gathering for several Departments including Business Intelligence and Data Engineering to produce revamped executive-level reporting.
• Evaluated and implemented a KCS program to increase self-service by leveraging support agent knowledge.

Seattle, Washington, United States

• Furthered the efforts in Support Department efficiency through evaluation and implementation of several growth tool areas; Quality Assurance (MaestroQA), Workforce Management(PlayVox), AI/NLP Assistance(Forethought).
• Redesigned and coded a new public-facing support portal, while implementing Google Analytics to track Self-Service scores.
• Standardized documentation in Confluence with changelogs for tooling while improving visibility and accountability for governance in the systems.
• Rebuilt the CSAT system from Zendesk to Qualtrics, including custom scripting and flows while also designing a DSAT follow-up process for Support Managers.
• Implemented new Agent Attribute tagging in Zendesk, reducing build times for teams and implementations from weeks to days.

Greater Seattle Area

• Bolstered the Support Department's workflows in Zendesk through consolidation of work queues, streamlining ticket topics/resolutions, and coding an out-of-office app.
• Implemented several Departments from scratch to a pooled ticketing system. Security, Privacy, and Success all reduced time to first response, resolution, and DSAT with a scaled, trackable model.
• Partnered with the Support Operations Team to create a unified intake process, which saw marked improvements in customer satisfaction, reportability, and consistency for requested tasks.

Seattle, Washington

• Collaborated directly with the B2B Marketing team in establishing voice and best practices for reaching out to consumers.
• Implemented A/B tests that challenged current assumptions and increased response and click rates of campaigns.
• Maintained a mature sales automation system while improving output efficiency of individual users.

Seattle, Washington

• Created a feedback loop between customers and developers based on analytical trends.
• Offered solutions on the launch of new products, by building communication with product managers, directors, and customers.

Seattle, Washington

• Used JavaScript and HTML/CSS, to build an internal/external facing help center from the ground up.
• Identified bugs and crashes, and allowed rapid iteration of new features while closing the dialogue between sales and developers.
• Helped to define a new process of triage with QA managers.

Greater Seattle Area

• Helped to ship a major expansion for a AAA, MMO game.
• Worked closely with the live updates team, to curate and recommend suggestions for new content.
• Handled community bugs and feedback from a player-base of millions.
• Triaged and sent agile based reports to developers and project designers.

• Curated a Twitter and Youtube account that saw thousands of weekly interactions.
• Created weekly videos; highlighting story elements, key plays, and team dynamics.
• Translated directional and high level concepts into tangible videos.

Bachelor Of Applied Science In Nutrition And Wellness Studies, With Entrepreneurial Emphasis

Culinary Arts/Chef Training

Associate'S Degree, Biochemistry