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As a skilled and Certified Zendesk Administrator, I specialize in optimizing customer support operations with a focus on leveraging Zendesk AI agents - Essential functionalities. With expertise in both Zendesk and Essential AI, I offer tailored solutions for: • Zendesk Setup & Configuration • Multichannel Integration • Customization & Branding • Reporting & Analytics • Ticketing System Customization with AI-powered features (e.g., Intelligent Triage, Advanced Bots) • Workflow Automation with Zendesk AI functionalities • Cross-Functional Collaboration • User Training & Support on Zendesk and its AI features Whether you need Zendesk alone or want to integrate its Essential AI capabilities, I’m here to enhance your customer support experience. Let’s connect and elevate your brand together. #ZendeskCertified #ZendeskAdministrator #ZendeskEssentialAI #EssentialAI #CXOptimization #CustomerSuccess #WorkflowAutomation #ZendeskImplementation

If your support volume is growing faster than your systems—or your team is drowning in tickets that should never reach a human—that's exactly the problem I fix. I've spent 8 years inside CX operations across SaaS, eCommerce, EdTech, and video gaming. Not in a strategy role—hands-on. Building the systems, running the inbox, training the AI, fixing what's broken, and staying long enough to make sure it holds. I approach every engagement the same way: understand what's broken before building anything. That means auditing support flows, ticket patterns, and where customers get stuck—then fixing the right things, not just the obvious ones. At SquadTrip, I was the only CX person at a 7-person startup for 6 months. I built their VoC program, redesigned onboarding, launched a Fin AI Agent that resolved 55% of tickets automatically, and grew activation 2.3x. At Leya AI, I migrated their full support stack from Zendesk to Intercom, built a self-serve ecosystem, and moved CSAT from 69% to 91% — with 61% self-service resolution — over 15 months. On the eCommerce side, I set up Intercom and Shopify for Try Doggo Labs at launch and am building end-to-end support operations for an active fitness eCommerce brand. At Manifest Movies, I set up their Intercom + Stripe system from day one. At Arise Gaming, I led a 110-member global support team across EMEA, LATAM, and APAC. CSAT went from 79% to 92%. FRT dropped from 3 hrs to 1.48 hrs. I don't hand over a plan and disappear. I stay, run the system, improve it, and make sure it outlasts my involvement. What I typically own in a long-term engagement: - Customer support operations — inbox setup, team inbox structure, routing rules, SLA configuration, escalation logic, macros, quality - Fin AI Agent — Procedures, Simulations, resolution rate optimization, and AI Copilot configuration for human agents - Voice of Customer programs—CSAT, NPS, CES surveys, ticket tagging, user interviews, closed-loop feedback to product, churn signal tracking - Self-serve support and ticket deflection—Help Center structuring for AI, knowledge base, in-product help triggers, support deflection strategy - Customer journey mapping — identifying drop-off points, friction, and moments of truth across the full lifecycle - Lifecycle emails and customer lifecycle management—onboarding, activation, retention, re-engagement, A/B testing - Automation—Intercom Workflows, Make, n8n, Zapier, support automation - Service design—repeatable, scalable processes and SOPs teams can actually follow - Monthly reporting — turning CX data into clear insights for founders and leadership For shorter setup and implementation projects, I build: - Intercom from scratch—inbox configuration, team inboxes, routing rules, Workflows, automations, Help Center, Fin AI agent procedures, and Simulations - Zendesk setup—Zendesk Messaging, skill-based routing, SLA configuration, triggers, macros, Knowledge Base - Platform migrations — Zendesk to Intercom and reverse - Shopify + Intercom integrations for eCommerce support automation — order lookups, returns, shipping queries, escalation guardrails - Fin AI Agent and Zendesk AI implementation for SaaS, EdTech, and eCommerce products - CX audits—structured review of support flows, ticket patterns, and escalation logic, delivered as a clear action plan Recent setup work: - Manifest Movies — Intercom setup and CX project management for a streaming platform - Try Doggo Labs—Full Intercom setup for an eCommerce launch including macros, Help Center, routing, and tags - Fitness eCommerce startup (active)—Building end-to-end customer support operations, including Intercom setup, Workflows, and automations Results that matter: - 2.3x activation growth — SquadTrip (SaaS) - 61% self-service resolution — Leya AI (EdTech) - CSAT 69% → 91% — Leya AI - 72% support automation rate—Leya AI VoC revamp - CSAT 79% → 92%, FRT cut from 3 hrs to 1.48 hrs—Arise Gaming (Video Gaming) - 80% reduction in hold time — Arise Gaming - +14 pts email open rate on onboarding lifecycle emails—SquadTrip Tools: Intercom (Certified) | Zendesk | Fin AI Agent | Make | Shopify | Hotjar | Google Sheets | Slack | Claude | SQL (basic) | CX/CS Management If you want someone who'll stay and run your CX — not just set it up and leave — I'd love to hear what you're working on.

I am a reliable and highly responsive Customer Support Specialist with 3+ years of hands-on experience in the competitive gaming retail industry. I spent over three years at Loads/CDKey, a leading digital marketplace for game keys, CD keys, and gaming products, where I helped hundreds of customers every week enjoy smooth and hassle free purchases. My core strength lies in solving customer problems quickly and effectively. Whether it’s a failed code redemption, activation issues, order discrepancies, refund requests, or any game-related technical difficulty, I focus on delivering fast, clear, and accurate solutions. I take pride in turning frustrated customers into satisfied ones by combining empathy with technical knowledge and strong problem solving skills. I am proficient in using Zendesk for efficient ticket management, Magento for order verification and account handling, and Slack for smooth internal team communication. This combination allows me to resolve issues at the first point of contact whenever possible while maintaining excellent record keeping and follow ups. Throughout my tenure, I consistently maintained high Trustpilot ratings by prioritizing customer satisfaction, transparent communication, and fair refund processing according to company policies. I thrive in fast-paced environments and have developed the ability to handle high ticket volumes without compromising quality or response time. I am passionate about delivering exceptional customer experiences in the e-commerce and gaming space. My goal is always to build trust, protect the brand reputation, and ensure every customer feels valued. Now available for freelance opportunities, I am ready to support your business with professional, reliable, and proactive customer support. Whether you need help managing tickets, handling refunds, troubleshooting technical issues, or improving overall customer satisfaction metrics. I can deliver results from day one. Let’s work together to keep your customers happy and your business growing!

🚀 I help companies design and scale Zendesk the right way, not just make it work, but make it reliable, measurable, and easy to operate as support grows. I’m a Service Systems Architect with 9+ years of hands-on Zendesk experience, working with startups, D2C brands, and enterprise teams. I’ve built and optimized support systems handling everything from early-stage setups to ~70,000 tickets/month omnichannel environments. I’ve worked with companies like Vimeo, Logitech, OLX, WeWork, Kaseya, Mobillium, and many more, and have experience supporting high-compliance workflows (KYC, fraud, VIP handling) ⚙️ What I Do Best ✔️ Zendesk Setup from Scratch (done right the first time) ✔️ Audit & Re-architecture of messy Zendesk instances ✔️ SLA design, escalation logic, and reporting accuracy ✔️ Omnichannel routing (email, chat, messaging, voice) ✔️ Automation design (triggers, automations, macros) ✔️ Zendesk Explore dashboards that leadership can trust ✔️ SSO (JWT), integrations, and API-based workflows ✔️ Migration from tools like Tawk.to, Freshdesk, etc. 🏆 Credentials & Recognition ✔️ Certified Zendesk AI Practitioner ✔️ Zendesk Support Admin Specialist ✔️ Official Zendesk Community Moderator ✔️ Hackathon Winner (Zendesk / Freshworks ecosystem) ✔️ Designed award-winning Omnichannel Routing system (~70K tickets/month) 🛠️ Product Thinking (Beyond Implementation) I’m also building ScriptRunner — a Zendesk-native automation platform. This gives me a deeper understanding of: - Where Zendesk works well out of the box - Where systems break at scale - How to design robust, future-proof workflows 🤝 If You’re Looking For - Someone who can clean up a messy Zendesk setup - Someone who can build from scratch properly - Someone who understands support operations, not just tools - Someone who thinks long-term, not quick fixes 👉 Then we’ll work well together.

I’m Anil, a Zendesk Integration Specialist and Senior Application Developer who helps businesses transform Zendesk into a fully connected, automated, and intelligent support ecosystem. I help businesses automate customer support by integrating Zendesk with tools like Shopify, HubSpot, and custom APIs. My core expertise lies in syncing, migrating, and integrating data into Zendesk from various CRMs, ERPs, and business platforms — ensuring clean data flow, real-time context for agents, and highly automated support operations. I design and build scalable integration architectures that make Zendesk the central source of truth across your entire tech stack. ──────────────────────── 🔹 Zendesk-Centric Expertise ──────────────────────── I specialize in deep integrations, data synchronization, and large-scale migrations into Zendesk from platforms such as: • Salesforce • HubSpot • Zoho • Pipedrive • SAP Business ByDesign • Sellercloud • Airtable • Help Scout This includes bi-directional sync, historical data migration, ticket/user/org mapping, and real-time enrichment of Zendesk tickets with CRM and operational data. ──────────────────────── 🚀 Core Specializations ──────────────────────── • Zendesk custom app development & deep API integrations • CRM → Zendesk data sync & migration pipelines • Automated workflows, triggers, and SLA optimization • Slack alerts & threaded ticket insights from Zendesk • Twilio IVR integration with Zendesk & CRM data checks • Script automation using Google Apps Script & webhooks • System health scoring & automated BAU testing for Zendesk Additionally, I provide: • Freshdesk customization, app development & theme design • Shopify custom app development & theme customization • Cross-platform API integrations and workflow automation ──────────────────────── 💡 How I Deliver Value ──────────────────────── I don’t just connect tools — I architect Zendesk-focused ecosystems where every ticket is enriched with real-time customer, CRM, and operational data automatically. My solutions help teams: ✔ Eliminate manual data lookup across systems ✔ Automate repetitive support workflows ✔ Maintain clean and consistent CRM-support data sync ✔ Scale Zendesk into a powerful operational hub ──────────────────────── 🎯 Ideal Clients & Projects ──────────────────────── I work best with SaaS companies, product businesses, and support-driven organizations that rely on Zendesk and need a specialist to unify CRM, communication, and operational systems into one seamless workflow engine. Whether it’s complex CRM migrations into Zendesk, custom app development, IVR routing with live data checks, or large-scale automation — I focus on building robust, scalable, and future-ready Zendesk solutions tailored to your business needs.

L2/L3 technical support is the strongest part of my background. Most of my work has been in escalations, troubleshooting, and issue ownership — cases that were no longer straightforward and needed proper investigation. My approach is to check logs, understand system behavior, reproduce the issue where possible, document findings clearly, and coordinate with engineering when deeper analysis or a code-level fix is needed. I stay with cases through to resolution. I have worked across cloud and on-prem environments on issues involving APIs, authentication, SSO/LDAP/MFA, ETL and data workflows, storage integrations, and recurring production problems. I have also worked in Zendesk-driven environments where response quality, follow-up, and clear communication mattered alongside the technical fix. My customer-facing experience includes large enterprise organizations across the US and Europe — banking, telecom, insurance, and other high-scale sectors — where the technical issue mattered, but so did clarity, pace, and ownership. My approach on every case: understand the issue properly, gather the right evidence, keep communication clear, document what matters, and move it forward. --- TOOLING AND PLATFORMS - Support platforms: Zendesk · Jira · Salesforce · ServiceNow · Intercom - Log and diagnostic tools: Kibana · Splunk · Elasticsearch · New Relic - Identity and access: Azure AD / Entra ID · ADFS · Okta · LDAP · SAML · MFA - Cloud platforms: AWS · Azure · GCP (across supported environments) - Infrastructure exposure: Docker · Kubernetes · TCP/IP · VPN · Load Balancers - Content and storage integration: SharePoint · Box · S3 SCRIPTING, AUTOMATION, AND DATA - Python — ETL pipeline scripting, API integration, data processing, automation tooling - SQL — PostgreSQL and MS SQL Server; database-level investigation, query-driven root cause analysis - PowerShell — file system automation, metadata extraction, CSV/JSON export pipelines, operational scripting - Power Query (M) — multi-source ETL, schema normalization, incremental refresh, reconciliation workflows - Excel VBA — orchestration, validation, reporting automation, self-service operational tooling - REST API — integration troubleshooting, structured request/response analysis, consumption scripting - Power BI — dashboard-ready data preparation, operational reporting, visualization - Automation — Zendesk and Jira triggers, webhooks, workflow automation, AI-assisted routing AI AND LLM WORK - LLM integration — built AI-assisted support automation via Zendesk and Intercom with LLM pipelines; reduced response times and improved resolution accuracy - RAG pipelines — semantic retrieval, automated validation, LLM output consistency workflows - Prompt engineering and AI workflow design for support-side automation - Apache Airflow — workflow orchestration across ETL and data pipeline projects