Welcome to the Zendesk Community - Please introduce yourself!

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64 Comments

  • Nicole - Community Manager
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    And I'll go next! 

    Hi everyone, I'm Nicole, the Senior Community Manager here at Zendesk. I joined the company in February of 2017, and am responsible for overseeing all of our Community programs and managing the Community Team. I spend most of my time in Guide, though my secondary area of expertise is using Google Analytics as it relates to measuring Guide activity. 

    Outside of work I also sing (Jessie and I happen to be in the same choir!), I play guitar, and am working on getting a band going. In the summers I play ultimate frisbee, and enjoy being outdoors running, hiking, biking, or hanging out. I'm a big traveler; my partner and I love road trips (a highlight was driving out West to see the Eclipse this past summer) and we're looking forward to expanding our travels to international locations. 

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  • Wes Drury
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    Hi everyone - I'm Wes (aka moderatorwes) and I'm one of the Community Moderators on the forums.  I get to work alongside Jessie, Nicole, and the rest of the moderator team.  Along with trolling the Zendesk community forums, I'm an IT Manager for a K-12 school district.  I manage our Development Team and Business Support team.  My expertise is with Guide and like Nicole, I spend the majority of time in that part of the Zendesk family.  Just to top it off I've been a Zendesk contractor for the last year working on all of their Help Centers so if something changes or doesn't work right here in the support help center then it was probably my fault :-)

    If you need any help just ask and either myself or one of the other mods will do our best to assist you!!

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  • Trapta
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    Hi everyone, I'm Trapta, one of the Community Moderators. Along with this, I'm a web developer for an IT company of which Diziana is a product. I spend most of the time in Guide.

    Apart from that, I love helping people in the community. It gives me a wonderful feeling when I get to know that I have helped them :)

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  • Andrea Saez
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    Hello!

    I'm Andrea and I'm the Head of Customer Success at ProdPad. We're a product management software that allows for PM's to build their roadmaps, manage their backlog and track customer feedback so they can focus on building the right stuff.

    Aside from that - I'm a human to a dog, love onesies, and am constantly clumsy (I'm calling that a skill now, bc why not)

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  • Heather Rommel
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    Hi! I'm Heather and I'm a PM/BA currently in the public sector but my background is private sector in financial, healthcare, eCommerce, marketing and automotive.  

    I spend most of my time administering Zendesk as a whole for my team.  My Zendesk expertise is in triggers, automations, macros, views and custom reports. Also integrations with Trello, Slack and a bit of Survey Monkey, and soon probably VSTS.

    I am constantly on the hunt for new Zendesk features or "hacks" that make our lives just a little bit better! 

    Outside of work, I'm a wife and mom about to send my youngest to college (help me). I have 3 cats and a dog (how did that happen??).  I love to fish and dream of living in an ocean front home.  

    I love puzzles and running. Not at the same time. 

    And coffee.

    And trying to speak Spanish. I hope by the time I go back to Honduras, I can have a conversation without a translator!

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  • Andrei Kamarouski
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    Hi! I am Andrei from Belarus.

    I work with Zendesk as a private consultant from 2012. My first ticket was sent to Zendesk at October 04, 2012 18:59 :) 

    I have managed Zendesk implementation for many businesses in different domains (Automotive, Electronics, FMCG, Finance, Telco and others). I am a fanboy of KCS methodology and very happy that Zendesk makes visible progress in this area last time.

    Since 2014 I have co-managed Zendesk implementation for one of the largest telco brands in CIS region using KCS. Today 5 agents in the online support team are solving more than 7000 tickets monthly with CSAT 92% and 2 min of FRT. I think it's a remarkable result. :)

    Aside from that - I have Ph.D. in Sociology and sometimes make scientific research :) I am proud of the recently published book of my passed Ph.D. advisor Vladimir Abushenko (in Russian). I love playing in nature and mobile games with my little son, cooking and reading books.  

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  • Nicole - Community Manager
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    Thanks for introducing yourself, Andrei! Welcome! 

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  • Jessie Schutz
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    Welcome, Andrei!

    What's your favorite mobile game to play with your son? My nephews have gotten me playing Minecraft: Pocket Edition with them when I go to visit. :D

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  • Andrew Zaenglein
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    Hello, everyone! I am Andrew, currently eCom Operations Admin at Vionic Shoes. We've been using Zendesk for just over a month now and really enjoying it. I wear many hats here splitting my time between acting as a customer service supervisor, systems admin, and assisting in improving our eCom consumer experience.

    When I'm not working, I'm usually working out, then having a craft beer, then relaxing while reading about the next great productivity tool.

    Cheers!

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  • Andrei Kamarouski
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    Hi, Jessie!

    We are fans of Angry Birds, Two dots, Lego games. Minecraft is waiting for us :)

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  • Jessie Schutz
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    Welcome, Andrew!

    What kind of workouts do you do? I was doing a really intensive kickboxing and strength training program for a while and I LOVED it. It was expensive though, so I quit. Now I do HIIT training at home.

     

    @Andrei I LOVE Angry Birds! 

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  • Andrew Zaenglein
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    Thanks, Jessie!

    I do a little bit of everything, but pretty much exclusively do workouts from a site called darebee.com. There's just so much fun stuff to do from the site, I change things up quite often. If you like exercising at home, I strongly suggest checking it out.

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  • Jessie Schutz
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    Hey Andrew!

    I'll definitely check it out! I've been doing the 60 day GO! workout from CrushFit. I love it because I can do my workout in less than 30 minutes but it still kicks my butt. :D 

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  • Dan Ross
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    Hey friends,

    I'm Dan, I'm the Support Operations Manager at Lightspeed, a Montreal-based point of sale company. I've been here for five years (time flies when you're solving tickets!) and have seen us grow from 12 agents doing about ~100 tickets/day to 170+ agents doing about ~1,000 tickets a day across multiple products and languages.

    My role is to make sure those tickets wind up in front of the right people and that all the tools they use daily are running efficiently. I also gather and report on the data collected about our cases so we can feed it back to Product Management to try to improve our services.

    My favourite part of Zendesk is playing the trigger game. You probably all know it, it's the game you play when you're trying to solve a problem with the fewest amount of triggers, but with the most amount of flexibility and the least reworking of other established triggers and reports. Nothing quite beats the rush of nailing a surgical change to your triggers on the first try;)

    Outside of work, I enjoy woodworking, dogs, video games, dogs, biking and any season that's not winter. Also, dogs. 

    Nice to meet you all!

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  • Nicole - Community Manager
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    Thanks for sharing, Dan! What kind of dog do you have?

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  • Dan Ross
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    I don't have one right now, so I have to make do with soaking up whatever love I can from friends and family's dogs. One day though.... one day. 

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  • Nicole - Community Manager
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    haha, fair enough. What kind of dog would you have if you could? 

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  • Dan Ross
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    I'd love a larger dog. I think either a Great Dane or a Bernese Mountain dog (or while I'm dreaming, both!)

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  • Jessie Schutz
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    I LOVE DOGS. I have two. They are the best. All dogs are the best.

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  • Thiago Passos
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    Hi every one. I work at SSW and we just started using Zendesk for our internal tasks to, in the future, completely replace emails for tasks. So far I'm loving it. 

    Btw, I'm Brazilian and living in Brisbane. I've been to Zendesk's Melbourne office and found it quite impressive.  

    Nice to meet you all :D

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  • Jessie Schutz
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    Welcome, Thiago! We're glad to have you. :)

    What was your favorite part of the Melbourne office? I haven't had a chance to go there yet, but hope springs eternal. :)

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  • Tobias Heilmann-Schuricht
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    Hello everyone,

    My name is Tobias and I just started building up our support with Zendesk. At the moment, while building, discovering and experiencing, I am actually also the only agent.

    Together with my wife, I run small start up called Boli Pura, which comes from the Sanskrit language and could translate something like "City of Glas". We are researching, manufacturing and distributing new plant-based medicine for a new approach to health and self-growth. We have been doing this for almost 10 years now, but we just recently brought our essences and the company into the public realm, meaning out of the strictly medical practice.

    Customer support is immensely important for us but also very tricky, as the European Lawmakers do not fancy (mildly put) alternative medicines and have imposed severe restrictions on what we can actually say about our products and to our customers.

    So, here we go... :-)

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  • Nicole - Community Manager
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    Thanks for sharing, Tobias! Welcome to the community. Sounds like a cool business!

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  • Tobias Heilmann-Schuricht
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    Hi Nicole, it's a very rewarding business. Helping people with their problems is always very satisfying...

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  • Tobias Heilmann-Schuricht
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    ...and we have a dog also :-)

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  • Charlotte Kennett
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    Hi everyone!

    I joined Zendesk this week (day 5!) to manage Customer Marketing across UK, Ireland, Nordics, South Africa and Middle East :)

    My background is both very community management and customer relationship management orientated - I kicked off my career in the videogames industry where I was in charge of loyalty and community, and then spent 4.5 years at a tech vendor as a subject matter expert in community management and social care.

    I am very much looking forward to getting to meet some of the local members of this community, as my job will involve working closely with Zendesk customers on a day-to-day basis for the region. 

    Happy Holidays to all, from rainy London

    C.

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  • Matt G | AccountKit
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    Hello Fellow Zendeskers,

    My name is Matt I represent a company in Australia called AccountKit & I am the Customer Success Manager. AccountKit is software for Accountants to boost productivity and our tools are designed to help you automate those everyday tasks and keep track of the important stuff.

    I have started using Zendesk and so far it's awesome. I can't wait to go live with it in our Support system. It'll be amazing.

    Special thanks to a Zensai who helped my with my first question, Trapta was able to write one sentance which saved me hours and Zensai Nicole for the warm welcome.

    Much to learn i still have.

    Anyway Thats it in a nut shell.

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  • Larry Diamond
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    Hello All,  

    My name is Larry and I am the Lead Customer Support Manager with a new eCommerce company called ePallet.  We are an online national food distributor focused on the food buyer who might not want to buy full truckloads of food, which is the norm for this industry.  We aspire to be "the Amazon of food).

    Our site was just launched, and even after being in the Customer Service/Customer Support field for over a quarter century, I'm a bit nervous about using Zendesk!  I've tried to prepare over the last six months, but Zendesk is so robust, that there are things I'm not comfortable or familiar with.  I'm sure it's just a matter of repetition and daily use before I'm completely comfortable with the platform.  

    Did anyone else feel this way?  Does anyone have any suggestions on how to become comfortable with a Zendesk newbie?

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  • Benjamin Johnson
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    Hello everyone.

    I have just started here as a result of being directed here from our company implementing a program to manage workflow. We install professional residential upfitting on a region by region basis.

    I too have a dog. As a matter of fact I have a web page for my dog and wonder why every dog doesn't have a place on the web.

    I have always had a dog and probably always will.

    Just to be transparent I have had cats over the years, some cooler than others, but always a dog.

    ... where was I??

    Oh yea... I have just recently... over the last several months traveled to Biloxi Ms, Chapel Hill NC, Jacksonville Fla, Osaka Japan, Savannah Ga and San Antonio Texas.

    I am a total NEWB here

     

     

     

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  • Nicole - Community Manager
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    Welcome, Benjamin, Larry, and Matt!

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