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JASON
CX Automation & AI Implementation Specialist at Zendesk
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Competencies
Specializes in designing and implementing CX automation solutions to enhance client engagement and operational efficiency.
Skilled in managing complex projects from conception to completion, ensuring timely delivery and stakeholder satisfaction.
Experienced in designing and delivering training programs to improve team and client performance across industries.
Proficient in fostering engaging learning environments and teaching language and communication skills.
Capable of developing strategic initiatives to support operational and business growth objectives.
Education
Languages
Summary
Experienced in delivering innovative CX automation, managing logistics projects, and leading training initiatives across diverse industries. Adept at crafting strategic solutions that drive growth and enhance customer satisfaction.
Key Achievements
- Led end-to-end CX service implementations, ensuring successful launches and ongoing optimization.
- Designed and guided clients through solution development, enhancing customer experience strategies.
- Managed logistics and fulfillment projects, resulting in new business opportunities and streamlined operations.
- Facilitated high-quality training programs for international trainers, improving performance metrics.
- Provided key account management across diverse sectors, ensuring successful onboarding and client retention.
Experience
Adjunct Professor
Facilitate a creative and supportive learning environment. Teach important reading, writing, and English language skills. Help students master grade-level learning objectives. Foster motivation, resilience, and intellectual curiosity in students. Impart critical English language skills through intentional classroom discussion. Create engaging lesson plans that encourage student participation. Employ learning materials that feature diverse voices and perspectives. Assess student progress through classroom observation and grading work. Communicate classroom culture, protocols, and procedures
Managed Services Consultant - CX Automation & AI Implementation Specialist
Led the end-to-end delivery of CX services implementations, from initial scoping, design, and testing to a successful launch and optimization.. Owned the solution design process, guiding clients in building and applying best-practices workflows tailored to their business objectives and KPIs.. Partnered with Product Specialists and Technical Architects to design and implement complex conversational flows leveraging API integrations with systems like Zendesk and Salesforce.. Developed and promoted best practices for AI features, creating and sharing knowledge to be used by internal teams, customers, and partners.. Utilized business analysis skills to map processes, document requirements, and define project scope, ensuring alignment with customer pain points.. Managed project timelines, priorities, and stakeholder expectations to ensure controlled and successful go-live events and project closures.. Leveraged data analytics to provide insights and recommendations for solution improvement, enhancing operational efficiency and customer satisfaction.. Acted as a product expert on the Zendesk suite, with a deep focus on inbound and outbound routing, messaging workflows, and data management.
Engineering Projects Manager
Launched new customization projects to win new business that are directly/indirectly related to logistics and fulfillment services. Created and updated standard operating procedures to support project growth. Plan, supervise, and track production of special project orders for internal and external clients. Train and coach personnel at different levels of the organization. Managed internal functions and served as the primary internal point of contact for accounts and sales reps for local and global projects.. Owned all internal support, including new project setup, order entry, and adjustments, while proactively communicating status updates.. Coordinated key order functions such as new artwork updates/requests and inventory monitoring, ensuring a smooth workflow.. Assisted with the project management flow for each project using internal software platforms.. Contributed ideas for channel optimization and participated in weekly meetings with external and internal teams.
Operations Manager - Trainer Manager
Liaise with hundreds of international online trainers to deliver high-quality, consistent lessons; ensuring active accomplishments of KPIs. Propose and follow up on performance improvements, take the lead in team recruitment activities, and oversee HR aspects of the team. Coordinate with internal teams to provide solutions if issues arise, and conduct quarterly performance reviews of trainers
Senior Client Manager
Provide Customer Service to key accounts in the Insurance, Banking, FinTech, Manufacturing, Automotive, Education, Pharmaceuticals, and Personal Care sectors. Facilitate successful onboarding of personnel including decision-makers and C-suite directors. Offer Technical Support in platform usage and best practices to collaborators from more than 300+ national and international companies. Managed 15+ critical accounts worth more than 250k USD. Designed and implemented 100+ learning schemes using Microsoft Office Tools, Google Suite Tools, Moodle, and private LMS suites. Led group training and upskilling workshops for 1000+ teachers and education professionals in teaching and learning methodologies, LMS suites, and Virtual Environments (Zoom, WebEx Meetings, Google Meet, Adobe Connect.. Trained more than 500+ Business Executives in the use of English, improving their communication, negotiation, and presentation skills
Skills
Video Transcript
Data Entry Specialist
Now, quick little chat about me. So I'm an eternal optimist, love working with people and most of all love finding solutions. I've been working in corporate communications, customer support, project management, and learning for the last 20 odd years and it has just been amazing. I'd love to join a team.