Support Center & Self-Service Optimization
I helped improve support center structure, customer-facing documentation, internal workflows, and self-service resources to make it easier for customers to find answers and for support teams to resolve issues consistently.
Focus Areas
- Help center improvement
- Customer journey clarity
- Internal documentation
- Escalation workflows
- Support process design
Zendesk to Intercom Support Workflow Transition
I supported customer experience operations during a transition from Zendesk to Intercom, helping align workflows, support processes, automation, inbox structure, and customer communication.
Focus Areas
- CRM migration support
- Intercom workflow design
- Inbox and routing structure
- Support team adoption
- Automation and AI-readiness
AI Support Optimization
I have worked on AI-powered support improvements focused on answer quality, support deflection, help center content, escalation rules, and customer experience quality.
Focus Areas
- AI answer review
- Knowledge base improvement
- Chatbot performance
- Human handoff flows
- Customer experience safeguards
Customer Experience Reporting & WBR Dashboards
I have created customer experience reporting structures for leadership visibility, including performance updates, customer feedback trends, support metrics, and operational insights.
Focus Areas
- CSAT, NPS, and CES reporting
- Weekly business reviews
- Support performance dashboards
- Voice of Customer insights
- Operational recommendations
Digital Systems & Website Projects
I have worked on AI-powered support improvements focused on answer quality, support deflection, help center content, escalation rules, and customer experience quality.
Focus Areas
- AI answer review
- Knowledge base improvement
- Chatbot performance
- Human handoff flows
- Customer experience safeguards
Customer Experience Reporting & WBR Dashboards
Through Jamalo Limited, I have helped clients build and improve digital experiences, websites, operational tools, and online systems.
Example Projects
- Stuart Sutcliffe Fine Art Prints
- Stuart Sutcliffe Reimagined
- Shop Stuart Collection
- Risto za Nai
Focus Areas
- Website setup and optimization
- Digital customer journey
- Online content structure
- Technical implementation
- Client-facing systems