Yvette Johns Email & Phone Number

Maze is a rapid growing Series B startup building the future of product discovery for user-centric teams. We're powering product research for 60,000 customers worldwide including Uber, Accenture, FairMoney, and Braze.Maze empowers product teams to continuously collect and consume user insights across the entire product development cycle. With solutions for participant recruitment, product research, and reporting, Maze helps teams build the habit of continuous product discovery in a platform that enables everyone to run great research.We're a fully remote team working across 35+ countries, whose resumes include Canva, Figma, GitLab, InVision, Typeform and Zendesk.

United States

- Established strong relationships with major developer communities in three key Southeastern US cities, resulting in 4 sponsorship agreements for local events within the first six months, contributing to heightened brand exposure and community engagement.- Brokered a major multi-year sponsorship agreement with a major polyglot and cybersecurity conference in South Carolina, helping to lead project management and event planning operations. Delivered a talk on learning strategies for engineers, voted 2nd favorite, boosting brand visibility and industry presence.- Accepted to speak at four major conference events in first six months, presenting on support operations, support insights in engineering, and technical learning strategies.- Supported the DevRel team in refining content strategy, providing prompt feedback, and creating visual resources, leading to a 4x increase in content creation cadence.- Developed multiple Node.js and Remix.run applications to showcase native and partner platform features, utilizing managed and unmanaged Postgres services, file uploads with S3-compatible object storage, and self-hosted LLM instances.

• Managed email queue operations for upmarket support, providing insights on customer satisfaction, specialist metrics, and resource optimization in Weekly and Monthly Business Reviews.• Created an automated system to track and report low queue volume, saving over 100 hours of productive time for support specialists within its first quarter of use.• Oversaw the overhaul of operating processes for Dedicated Technical Support, Zapier's Enterprise-level support offering, to build closer connections with the customer journey and drive continuous improvement through regular customer feedback points.• Planned and executed live channel experiments for screen share support as an additional offering for upmarket customers, demonstrating a 192% increase in CSAT response rate, 1.6 day decrease in resolution time, and 100% CSAT maintained over 8 weeks compared to email.• Managed up to 3 team leads across NA, EMEA, and APAC regions with up to sixteen indirect reports, and provided coaching on conflict resolution, career growth, performance management, and delegation.• Collaborated with support managers on creating training workshops on enhancing leadership skills for team leads, including time management, performance management, and conflict resolution workshops.• Planned and executed an audit and overhaul of team project management processes by developing a new process framework and workflow, establishing an official manager approval process, and migrating 100% of existing projects from Jira to Asana to fully integrate with new department-wide project management and roadmapping processes.• Planned and executed cross-functional projects to categorize and support complexity to drive productivity improvements, experimentation with AI automation, and develop key specialization areas for team restructuring across Global Support.

Remote

- Completed analysis of community systems and processes and API documentation for developers building on Coinbase products to determine opportunities to increase utilization and developer engagement.- Left as a part of Coinbase company restructuring in June 2022.

Atlanta, Georgia, United States

• Managed a team of 3 platform support specialists, onboarding and training 2 new specialists within my first quarter.• Acted as the main administrator for platform support's Zendesk instance, including updating triage and routing processes, creating a new support taxonomy to track request volume, and assisting with setup and routing for advanced developer support for engineering.

Atlanta, Ga

• Planned and executed a internal platform support documentation audit and overhaul, developing new content frameworks for knowledge, workflows, and tools, and completing a full content migration from Google Docs to Slab.• Within first three months, created a monthly report to consolidate and share up-to-date information on incidents and platform SLA budgets to product leadership.• Managed and product support specialists and provided coaching around performance, communication, and task management.

Atlanta, Ga

• Led a team of 8 overnight support engineers to support specialized queues, process technical escalations, and manage incidents for Mailchimp's international customer base. Scaled the team from 3 to 8 internally and promoted 4 support engineers through our BPO.• Assisted with change management and schedule coordination through the transition of overnight support operations to our BPO and shifting overnight support teams to daytime schedules.• Developed and maintained an internal training and mentorship pipeline program for support engineers to increase internal applicants by as much as 50%.• Spearheaded the establishment of an internal training and development system to nurture a pipeline of skilled support engineers, overseeing recruitment, conducting interview processes, and delivering constructive feedback for continuous improvement.• Planned and organized an internal support Hackathon event to foster professional growth, collaboration with design and engineering to establish mentor and coaching panels as well as criteria for judging.• Assisted with the design and front end development of an internal ticket training application using the Bootstrap framework.

Atlanta, Ga

• Provided coaching to overnight support specialists with technical training, enhancing proficiency in app support, plugins, troubleshooting, and API integrations.• Responded to customers in API, CRM, and E-commerce support queues and technical escalations via chat and email.• Monitored app activity to escalate medium-to-high impact incidents, investigated issues using data insights by analyzing Zendesk explore reports on support volume and trends, and reported and reported bugs and feature requests.

Atlanta, Ga

• Responded to user support requests by identifying problems, troubleshooting, and providing direction for general inquiries, application issues, and advanced topics.• Analyzed trends with incoming volume to communicate potential pain points and bugs to appropriate teams and departments within the company.• Shadowed and trained 4 fellow Support Agents to improve workflows, tone, and knowledge of foundational and advanced topics.

Rome, Ga

Assist customers with software including reporting technical issues, initiating updates, networking workstations, setting up online dashboard accounts to manage feeder offices, providing statuses of client returns and bank information, and backing up as well as retrieving returns.Assisted support reps with advanced Support Lead requests for escalated issues.Acted as floor monitor to assist other reps with calls, monitor calls times, and manage queued incoming calls.

Kennesaw, Ga

· Supervise computer usage within the visual arts department's computer lab.· Assist students individually with software and hardware questions and complaints; mat-cutting; and printing.· Identify and report hardware malfunctions to maintenance team.· Check in/out graphic design and photography equipment.· Scan and color-correct image slides for the Visual Arts Resource Center digital archive.

Cartersville, Ga

· Provide high-quality customer service and troubleshooting assistance to customers with broadband and DSL internet, email, and VoIP issues.· Create, close, and escalate tickets as needed in various customer management systems.

Alpharetta, Ga

· Correspond with utility companies to research billing discrepancies for major apartment management companies.