John W.

Most leaders see support as a cost center, but with the proper tools, processes, and training your support organization can not only reduce costs but drive customer retention and generate revenue. As a support executive I have built and improved support teams in telecom, cloud/SaaS (AWS), and private start-ups at one point leading a Support organization with a budget of $20M supporting over 80 different products. As a former support agent, I have the technical background to implement solutions myself using Zendesk (3yrs admin experience on Support, Chat, Talk, and Guide) and Salesforce (Service Cloud). My two degrees in Electrical Engineering and even my research in my Sports Nutrition degree provided a backbone of root cause and data analyses, allowing for reporting of metrics (Zendesk Explore, native Salesforce, Domo, Periscope) and analysis (Excel, SPSS) focused on improving customer satisfaction and retention. In all experiences I have taught myself skillsets beneficial to the role including AWS, SQL, and basic CSS and JS for Zendesk Guide. Finally, I have built and led international support teams, easily earning the trust of the support agents, managers, and peers. I look forward to assisting clients who would like to: - Build a multi-tiered customer and/or technical support organization from scratch. - Build or improve Zendesk functionality (E2E admin function). - Create processes and training for support staff to improve KPIs. - Pivot from a customer support/experience function to customer success using data analyses to drive customer retention and revenue generating opportunities. - Improve support KPI and performance reporting coupled with customer revenue and development metrics to highlight strategic opportunities for cross-team collaboration and improvement. - Implement "get to green" initiatives (improving/saving Enterprise customer relationships, outage/escalation communication and resolution).