Charles Ver G.

I help businesses resolve tickets faster, reduce agent workload, and boost customer satisfaction by optimizing Zendesk workflows and support operations. With over a decade in customer service and technical support, I specialize in: ⏱️ Shortening first reply times and ensuring SLA compliance ⚡ Streamlining macros, triggers, and views for stronger team productivity 📚 Designing clear Help Center content for effortless self-service 🤖 Implementing AI-powered triage and chat support to handle repetitive queries 🚀 Building efficient escalation processes for complex issues 💬 Delivering professional, empathetic communication that builds trust 🔧 Providing technical troubleshooting expertise across multiple platforms --------------------------------------------------------------------------------------------------------------------- Skills: ✨ Zendesk Administration – Configures views, macros, triggers, and automations to streamline workflows, reduce agent workload, and ensure SLA compliance ⚡ Workflow Optimization – Shortens first reply times, accelerates ticket resolution, and boosts CSAT through efficient process design 🤖 AI Integration for Support – Implements AI-powered triage and chatbots to handle repetitive queries, improving agent productivity and customer experience 📚 Help Center Management – Creates clear, structured knowledge base content that empowers customers with self-service solutions 🚀 Escalation Handling – Designs escalation paths for complex issues, ensuring faster resolution and improved customer trust 💬 Customer Communication – Professional, empathetic support that builds rapport and strengthens brand reputation 🔧 Technical Troubleshooting – Experienced across multiple platforms and devices, delivering accurate solutions to technical issues 👥 Team Productivity Enablement – Enhances collaboration and efficiency by optimizing Zendesk setups and aligning workflows with business goals