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Zendesk Administrator, Product Support Specialist

Garland, TX
January 11, 2022

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Cassie Vickers 817-***-**** Garland, TX

Customer-focused product support professional with a knack for balancing business and customer needs in the tech space. Passionate about using data and process driven ideas to create the best long term solutions. Demonstrated success in product management, requirement gathering, workflow mapping, and implementation of concept. SKILLS

Zendesk Administration, Product Management, Zendesk Explore Reporting, Jira/Confluence, Gliphy, Microsoft Suite, Google Suite, Documentation and Training, User Interviews, Agile Development WORK EXPERIENCE

Pathlight/Home Partners of America August 2020 –November 2021 Product Support Manager and Zendesk Admin Plano, Tx Primary Responsibilities

Lead a team of 3 product support specialists and enable them to become experts for their designated product line. Serve as level 2 support for escalated issues. Track and report all incidents on a weekly basis to upper management, stakeholders, and product managers. Delegate responsibilities based on individual talents and workload, and meet one on one weekly with each team member..

Manage Zendesk instances for over 200 agents in various customer support departments. Gather requirements/implement changes, document workflows, maintain/update forms, triggers, macros, automations.. Conduct regular audits to manage agent count.

Create new processes/workflows in Zendesk as directed by stakeholders. Create/maintain Zendesk Explore reports for upper management. Manage integrations with 3rd party softwares. Remain up to date on all new releases in the Zendesk suite. Notable Achievements

Formalized the Software Development departments Incident Management Process so that major incidents were communicated in a standardized way, tracked and monitored, escalated to the correct development team, and resolved faster.

Served as primary product manager for Zendesk api integration with our home grown property management software, allowing for automations and triggers to be created in Zendesk based on customer data pulled from our software, resulting in more efficient ticket routing and response time.

Led the Zendesk integration with the 3rd party phone application Talkdesk. As a result of this project our team members were able to automatically document calls as tickets. Additionally we were able to tie in call data with ticket resolution and CSAT data, giving our stakeholders the best overall picture of customer interactions.. Pathlight/Home Partners of America August 2019 –August 2020 Product Support Specialist and Zendesk Admin Plano, Tx Primary Responsibilities

Provide live support to end users for the company’s home grown property management software, track and report on support inquiries to product managers and stakeholders, escalate bugs and high priority issues to developers.

Work closely with product managers by suggesting product changes based on ticket inquiries and staying on top of new releases in the pipeline.

Responsible for managing UAT of new products, creating user guides and training content, and hosting live training sessions for new products.

Notable Achievements

Hired as the first product support specialist for the company, I laid the foundation for what later became a department of 4 individuals and several interns. Our SLAs, training and UAT standards, and methods of troubleshooting were developed by me and are still used in the department today.

Zendesk Administrator - I took on the responsibility of Zendesk administrator for the IT and Software Development departments and eventually became the local Zendesk expert, which led to me becoming the primary product manager for transitioning our 200+ agent customer service department from Outlook to Zendesk. As a result of this project, our stakeholders had clear data on the volume and type of customer interactions that were unavailable to them when the teams were working primarily in Outlook. Pathlight Property Management August 2018 – August 2019 Lease Administrator Plano, TX

Convert approved applicants to leases by providing excellent customer service and demonstrating thorough knowledge of the lease, product, and policies.

Manage renewal contract generation and execution by ensuring the retention team follows company standards and state by state restrictions, as well as reviewing contracts for errors. Highcrest Apartments March 2018 –June 2018

Assistant Manager San Marcos, TX

Assisted with day to day operations of the community including leasing, managing resident relations, coordinating unit turnovers, and paying invoices.

Managed marketing efforts by creating content for social media, planning resident events, distributing materials to local businesses, and developed relationships with local agents.

Vista at Plum Creek April 2016 – January 2017

Leasing Consultant Kyle, TX

Converted prospects to leases by offering engaging tours of the property, demonstrating knowledge of product and policies, and providing consistent follow up.

Assisted with day to day operations, marketing, and resident relations. San Marcos, TX


Texas State University San Marcos, TX 2011 - 2014

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