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.