Amanda J.

Certified Zendesk Expert

Zendesk administrator and developer with 13+ years building and optimizing support systems. Former Customer Support Manager at Upwork where I led executive escalations, quality improvement, and client support teams. I've been on both sides of these systems, and take both perspectives into consideration when building. My expertise lies in translating existing process documentation into "Zendesk Speak" to design and implement efficient systems prioritizing simplicity. My extensive experience with Zendesk business rules, automations, and APIs allows me to design creative but intuitive solutions that can be managed by your teams after training. In addition to the technical aspects, I bring a deep understanding of customer support content creation, enabling me to create macros and help articles that align with your brand's voice while effectively addressing issues and deflecting unnecessary contacts. With a proven track record of successful Zendesk implementations and a commitment to delivering tailored solutions, I am well-equipped to optimize your customer support operations, streamline workflows, and enhance the overall customer experience - Full Zendesk implementations and optimizations across all products - Support, Voice, Knowledge, Explore, Chat, Messaging, Essential AI and Advanced AI, WFM - API integrations with Salesforce, Zoho, Shopify, and custom platforms - Workflow automation and business rule design - triggers, automations, macros, SLA configuration, queues, webhooks - Custom sidebar app development using the Zendesk Apps Framework (React) - Help Center builds, audits, and AI readiness assessments - Explore dashboards and KPI frameworks