INTERNAL TOOLS AND ANALYTICS
MAY 2017 - OCT 2018
Developed tools and processes to improve internal workflows and increase efficiency. Some examples of projects I worked on:
A custom Zendesk application to showcase user usage analytics alongside incoming tickets.
An automated educational user account flow that eliminated 3-5 support touches per student activation, allowing for a greater focus on revenue customers.
A Slack bot to automatically flag relevant portions of incoming error logs (from Zendesk) to our team and track the prevalence of errors over time.
Vetting and implementing new tools (Salesforce, Algolia, Clearbit, DocuSign, etc.)
Integrating our Salesforce CRM with a number of internal systems and bringing billing, analytics, and customer interaction data into a central location to make this information actionable for our sales team.