Rashed Uddin Ripon Email & Phone Number

Berlin, Germany

Managing the suite of SaaS platforms powering GetYourGuide's customer support, notably Zendesk, SimpleSAT, MaestroQA, and UltimateAI.- Directing Zendesk setup and workflows across 3 channels (email, chat, and phone), and five languages using triggers, automation, and macros.- Ensuring seamless Zendesk integration for four BPO sites (500+ agents, 5 languages) and in-house teams (200+ agents) for unified support.- Sustaining robust integrations among SimpleSAT, MaestroQA, UltimateAI, and Zendesk.- Innovating with Zendesk API and webhooks to engineer tailored solutions for superior customer experiences.- Collaborating across departments to fine-tune Zendesk for peak efficiency and cross-functional alignment.- Partnering closely with CX to craft optimized support workflows prioritizing both agent and customer satisfaction.- Guiding stakeholders through Zendesk's features to maximize platform capabilities.- Assisting Data and Operations specialists in establishing seamless data pipelines using CS tools.- Spearheading research, evaluation, and piloting of leading-edge technologies to enhance the Customer Care experience and operational efficiency.

Planning, creating, and managing Zendesk triggers, macros, webhooks, SLAs, integration with mobile SDKs, and automation to ensure that all support representatives have an optimized workspace.• Monitoring support queues, agent response times, and CSAT responses ensuring SLA commitments are met.• Developing and implementing efficient support processes, procedures & automation as Zendesk admin.• Managing Zendesk guide, messaging, explore reports & dashboards helping stakeholders and leads to make data-driven decisions.• Integrated Slack webhook notifications & managed API integration with other applications.• Collaborated with developers, partners, and customer success teams to improve support operations.

Germany

We are the people behind WordPress.com, WooCommerce, Jetpack, Tumblr, WordPress VIP & more.• Supporting merchants using WooCommerce for their e-commerce platform to configure the premium & revenue-sharing extensions (i.e. Stripe, subscriptions, memberships)◦ Conducting advanced troubleshooting, created bug reports, and collaborated with in-house and 3rd-party developers to resolve issues.Happiness Contractor Advisor:• Acted as an advisor for contractors who handle public forums, ensuring their successful onboarding, and training, and providing weekly performance analysis.◦ Led projects to identify knowledge gaps, improved processes to get internal updates, and report documentation issues, and bugs.◦ Worked with other leads to shape the introduction of advisor duty on the role and hosted weekly shadow sessions to train members of other business units about WooCommerce.Training Guild:• Helped create and update our internal documentation.• Collaborated with product ambassadors and developers to ensure correct technical processes.

Dhaka, Bangladesh

Taking ownership of customer issues reported and seeing problems through to resolutionResearching, diagnosing, troubleshooting, and identifying solutions to resolve customer issuesFollowing standard procedures for proper escalation of unresolved issues to the appropriate internal teams.I focused on Dokan (WooCommerce-based multivendor) plugin and mostly handled technical queries through internal and public support forums (WordPress.org).

Worked on over 100 projects to create and manage websites using WordPress as a platform. Designed & developed custom themes using PHP, HTML, CSS & JavaScript. Used almost all flagship page builders Elementor, Divi, Genesis framework.Integrated marketing tools like Mailchimp, Drip.

Dhaka

- Software & Material (GB, UM, WC, ID, etc) customization and confirmation.- Advising ODM vendors (mostly China based) on best practices and methods to correct the BUG.- Collecting documentation for BTRC application and preparing suitable Software and Hardware to achieve NOC from BTRC presentation.- Participating in the quality assurance process.- Participating in cross-functional teams to execute product development plans.

Master Of Engineering - Meng, Electrical And Electronics Engineering

Bachelor Of Science - Bs, Electrical And Electronics Engineering

Hsc, Science, 5.00

Ssc, Science, 5.00