- Provided support to internal users for our internal tools- Worked with several Product Development teams to help prioritize features and bug fixes according to user feedback- Set up and helped maintain several reporting dashboard to track team productivity, user feedback, ticket volume and other metrics for various teams, including leadership team- Improved several workflows that included Zendesk, Pager Duty, reporting, documentation and creation of a new Zendesk app- Helped maintain and created internal web apps that helped team members in the One Medical offices complete routine work more efficiently

- Managed key operational components and tools - including knowledgebase management, reporting and various integrations- Used analytics, ticket audits, and workflow audits to proactively identify new features and workflow changes that improved the customer experience and increased agent productivity- Designed and monitored reports and dashboards that captured deep insights into the team's performance - Helped develop and prioritize product features and custom tools for a better support experience, for agents and customers alike- Partnered with various teams to identify gaps, examine opportunities, and model improvements - Collaborated with engineering to build-out critical tools, automate routine work where possible, and address longer-term or recurring issues- Supported implementation teams within CS Tech and across the entire company as a subject matter expert on operational matters- Collaborated with peers on the team to further develop the CS Tech team as a high performing organization by defining, executing, and communicating operational processes, standards, and best practices that work flawlessly and minimize firefighting

- Day to day support to Zendesk’s customers, with an emphasis on email, SSO and authentication, DNS, SSL, API, and Talk- Troubleshooted and escalated potential bugs and overall expected behavior to product and engineering- Was a Product Champion for Email, Inbox and Trial Experience, where I acted as a local resource for product expertise, provided customer insights to product managers and updated and trained the support team on new features- Wrote and improved external facing support tips, internal documentation, and support macros- Trained new team members on email, authentication, and general Zendesk features

- Hands on support of over 30 Mac and iOS applications- Managed and mentored the support team- Built knowledge bases for the support team- Helped hire and train new support staff.

- Wrote reviews and news articles about technology and social media- Organized giveaways and contests designed to boost interaction with readers- Managed of the official Twitter account.

Promoted various products and brands to potential customers and worked as a hostess at trade shows and corporate events.