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- $99 hourly
- 5.0/5
- (6 jobs)
Zendesk Support Enterprise Admin since 2017. I run an EU-based consultancy to help business build, manage and grow their support operation using Zendesk products. I have strong passion for process optimisation, automation and software development. So, I took the best out of my Engineering background and pivoted it to what I like to do. For general setup and optimisation jobs, I look at every nook and cranny of Zendesk and give you a detailed report that will make sense even if you have never dealt with Zendesk before. It will include action items and recommendations for best practices and high efficiency as well as clear visuals of your agents hierarchy, triggers flow and more. Once you have a clear vision for features you want to implement, I can provide demo and live implementation, technical documentation and impact assessment. My biggest project has scaled up the support operation for a globally renowned game developer with 6 figures of monthly active users to manage a multi-brand consumer-facing enterprise instance serving products by multiple subsidiaries and segregated contractors. By organizing a dedicated content-rich help center for each product with chatbot, combined monthly tickets were down to 3-4 figures and only a small team of single-digit agents and managers were needed to manage the operation. Using custom-tailored automated workflows, agents spent only 40% of their time solving tickets leaving plenty of time for growth, and product knowledge (luckily that meant playing their own video games). Services: • Full Zendesk audit with detailed report aimed at stakeholders from all backgrounds • Custom Dashboards and analytics with automated email delivery • Support or Suite recommendation to optimise cost/feature balance • Advanced configuration of Support with multiple channels, help centres, chatbots and workflow automations • User Management through custom rules, permissions, and SSO authentication • API integration with external services • GDPR workflow for DPOs • Private app development and custom user interfaces I can be an even better fit with strong knowledge and experience in SaaS, Gaming, Fintech and Blockchain.
Sunshine App Sunshine
API IntegrationSunshine ConversationsWeb DevelopmentSystem ConfigurationHTMLZendeskZendesk APITicketing SystemEnglish - $50 hourly
- 0.0/5
- (0 jobs)
Education and Qualifications: Cornel Law School, Government Contract Administration Certificate Cornel Law School, Healthcare Compliance Certificate Stevens Institute of Technology, MBA University of the Sciences- Pharmaceutical Sciences B.S. Experience: With 7+ years of experience, Jasmin is a highly motivated and results-oriented government contract ing and proposal writerr with a proven track record of writing winning bids and is successful in managing complex contracts across various industries. She possesses a deep understanding of federal acquisition regulations (FAR) and other relevant laws and regulations, and is adept at navigating the intricacies of the government contracting process. Throughout her career, she has developed a strong skillset in the following areas: • Contract administration: extensive experience in all aspects of contract administration, from pre-award to post-award, including proposal evaluation, negotiation, risk assessment, performance monitoring, and closeout. • Budget and cost control: proficient in developing and managing budgets, tracking costs, and identifying and mitigating cost overruns. • Compliance: committed to ensuring compliance with all applicable laws, regulations, and contract terms. • Communication: excellent communication skills and am adept at building and maintaining relationships with government agencies, contractors, and other stakeholders. • Problem-solving: a skilled problem-solver who is able to think critically and creatively to find solutions to complex challenges. • She is a team player who confidently works effectively with a diverse range of people. In her previous role as a government contract administrator, she was responsible for the following: • Managing a portfolio of contracts valued at over $10 million. • Successfully negotiated and executed several complex contracts. • Identified and mitigated potential risks, resulting in cost savings for the government. • Developed and implemented a new process for performance monitoring, which improved efficiency and effectiveness
Sunshine App Sunshine
WritingPharmaceutical IndustryTechnical WritingMedical DeviceRegulatory ComplianceDrug RegulationMedical LawHealthcare IT Want to browse more freelancers?
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