DemandScience (formerly Terminus)
Delivery Operations Manager, Solutions Support
Remote | August 2021-Present
- Manage Zendesk and Jira administration with focus on accurate ticket reporting, automation of ticket routing, and developing new workflows to improve specialists’ productivity and improve customer experience
- Redesigned Jira project tracking systems for Data Cloud team (engineering/QA/data services), reducing missed deadlines by 50% and improving cross-functional visibility
- Automated manual Slack-to-Jira ticket routing via Salesforce/Zapier integration, eliminating 70% of manual submissions and enabling real-time progress tracking for 12-member offshore team
- Engineered GDPR-compliant email system using SendGrid API, notifying 500K+ users with less than 10% bounce rate through custom rate-limiting scripts that preserved 95% IP health score
- Developed Python scripts to convert Zendesk API data into CSV reports, saving 4+ hours weekly in manual data processing and granting access to fields inaccessible from the GUI
- Drove 37% increase in Help Center ticket adoption through workflow redesign, deflecting 100+ monthly support requests from sales teams
- Implemented tiered Zendesk chat access using jQuery client-side scripting, enforcing a 72-hour SLA for non-paid inquiries and 1-24 hour priority response for paid customers depending on severity, which reduced non-paying user tickets by 40% and improved support team capacity by 25%