JONATHAN J. SCOTT

About Jonathan

Spending his entire adult life and career in the Customer Experience world; Jonathan is a hard working individual with experience in Customer Support with focus on Performance Analytics, Operations Management, and CRM Administration.

He is a true believer in a customer-centric approach to business. He developed this mindset after over 8 years of retail before moving into big business and Customer Experience for the past 9 years.

His approach to building/developing workflows and tools for Support teams is to spend time working as a Support Engineer to truly understand the needs of the team first before working on how to best "support the support team".

CERTIFICATIONS

100

Zendesk Support Admin

45

Zendesk Explore Admin

Reporting and Dashboards

50

Slack Admin

Speciality on integration

30

SalesForce Admin

Administrator and Advanced Administrator

AREAS OF FOCUS

Click to expand
A good CRM system is the heart of any good Support team. You need to make sure the right case gets to the right Agent as quickly as possible. You also need to make sure the most correct and up to date data is flowing in to and out of your CRM.

I have experience with integrations between the following services:
  • Zendesk: Support based CRM
  • SalesForce: Sales based CRM
  • JIRA: Engineering/Developer Bug tracking by Atlassian
  • Confluence: Wiki-style collaboration by Atlassian
To improve Customer Experience by maintaining meetings, review policies, and reports.

  • Daily Ops Meeting: Meeting where all teams are represented and critical information is shared.
    Only one or two representatives from each team is required so the rest of the team can continue the normal workday. Each team representative is responsible for keeping the rest of the team updated.

    Case Review: Submitted by any Agent when there is a mishandled case.



  • Analysis of time spent
    Agent % of Time % of Chats % of Tickets
    Jill 50 10 20
    Eve 30 5 15
    John 10 80 40
    Jill 10 5 25

    Jill spends 50% of her time working on cases or chats; however only does 10% of chats and 20% of tickets. This shows an opportunity for further training or schedule management.

Customer Experience is not about "the customer is always right". The main driving point is to work with the end user as a partner and make sure that even if you have to give them news they may not want; they still feel like you did all you could and was an advocate for them.

17

Years Experience in Customer Experience

6

Years CRM Admin Experience

4

Reports and Apps Created / In Development

3

CRM-related certifications

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PORTFOLIO

  • Example Zendesk HelpCenter

  • Example SalesForce Support Page

  • Zendesk Daily Agent Report

  • SalesForce Daily Agent Report

  • Severity Calculator

© Copyright Jonathan J. Scott 2021

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