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
- Utilized Zendesk API to automate user management, permissions auditing, and custom reporting capabilities, extending functionality beyond the Explore app and admin settings to streamline leadership’s data access, improve compliance, and reduce manual overhead by 4+ hours weekly
- 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 <10% bounce rate through custom rate-limiting scripts that preserved 95% IP health score
- Developed a scripted workflow using Monday.com’s GraphQL API to automatically sync data from Convertr to a Monday.com board, eliminating daily manual updates and reducing operational overhead for cross-functional teams
- Implemented Jira project tracking systems for Data Cloud team (engineering/QA/data services), reducing missed deadlines by 50% and improving cross-functional visibility/li>
- Redesigned Help Center workflow, driving 37% increase in adoption of preferred submission channels by customers and deflecting 100+ monthly support requests from sales teams