Aldith M Gratton
Norwich,CT
Summary
Customer centric Certified Zendesk Administrator with 8 years of experience in supporting Zendesk environments and 15 years in the Customer Experience industry. Determined and focused in managing Zendesk instances and optimizing the environment while increasing efficiency. Considered expert in troubleshooting instance issues and reaching innovative solutions while adhering to rules and requirements of project scope. Dynamic team player when interfacing with other staff members, vendors and end-users.
Overview
8
8
years of professional experience
Work History
Brainsell Zendesk Engineer (Contract)
A Gratton's Edge Inc
07.2022 - Current
- Serve as SME to BrainSell clients on Zendesk system configuration multiple projects concurrently
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Recommended solutions to unforeseen pain points during project so that correct modifications could be made.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Whiteboard, Discovery & Design sessions to create customized configuration plan that addresses client needs for 3+ clients at a time.
- Configured, installed and handled troubleshooting tasks for Zendesk application.
- Developed strong communication and organizational skills through working on group projects
Sleep Country CA, Zendesk Project Mgr (Contract)
A Gratton's Edge Inc
01.2022 - 08.2022
- Contracted to Identify plans and resources required to meet Sleep Country's project goals and objectives for 2 teams of 50+ agents.
- Managed projects from procurement to commission without dedicated Zendesk Admin.
- Developed and initiated project, managed costs, and monitored performance.
- Achieved project deadlines by coordinating with vendors to manage performance.
- Drove team success through shared vision and recognition of quality performance.
- Headed project teams specializing in design and launch activities.
- Utilized Zendesk knowledge to configure Zendesk system to specifications of project requirements
- Proven ability to develop and implement creative solutions to complex problems
Zendesk Administrator
729 Solutions
07.2021 - 12.2021
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to 729 Solution's client needs.
- Suggested solutions to developing problems during project so that correct modifications could be made.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Configured, installed and handled troubleshooting tasks for Zendesk application.
- Explained complex, technology-related issues in basic, understandable terms to clients.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Head of Customer Success
Idle Group LLC
08.2020 - 07.2021
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Reviewed all customer inquiries to understand project scope while managing internal delivery mechanisms.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
- Created customer support strategy for team of 45 to increase CSAT by 47%.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
MDacne Inc, CX Manager (Contract)
A Gratton's Edge Inc
06.2019 - 10.2020
- Contracted to lead process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Managed department chat volume of 200 chats per day and coordinated department schedules to maximize coverage during peak hours.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
Outdoorsy Inc, Sr CX Specialist (Contract)
A Gratton's Edge Inc
02.2018 - 08.2019
- Contracted to provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended RV Rental Services to customers, thoroughly explaining details.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Worked with B2B customers to understand needs and provide excellent service
Ezhome Inc, Team Lead & Zendesk Admin (Contract)
A Gratton's Edge Inc
06.2015 - 02.2018
- Contracted to supervise, train and mentor team of 10 team members engaged in General Support for Customer and Regional Account Managers high productivity and performance metrics by strategically delegating daily activities, monitoring output and rewarding positive contribution
- Implemented Zendesk system to streamline customer communication, achieving successful data migration. Provided ongoing Zendesk Admin Support for entire team of 50 agents. Optimizing processes when needed. Served as SME and POC for Zendesk.
- Performed weekly reviews assessing each employee's performance and developed improvement plans.
- Maintained current knowledge of all facets of operations.
- Adjusted job assignments and schedules to keep pace with< dynamic business needs, factoring in processes, employee knowledge and customer demands.
Education
Undergraduate Certificate - Business Management
Ashworth College
Norcross, GA08.2023
No Degree - Zendesk Support Expert Certificate 22' - 24'
Zendesk Training Academy
Online07.2022
Associate of Applied Science - Business Administration
Sir Arthur Lewis Community College
St Lucia, W.I06.2000
Skills
- Analysis and critical thinking
- Requirements analysis
- Excellent work ethic
- System Configuration and management
- Client & Employee Training and Support
- Highly proficient in Zendesk
- Customer service expert
- Managing Operations and Efficiency
- Employee Coaching and Motivation
- Process Improvement
- Project Management Experience
- Application support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I cannot believe the purpose of life is to be happy. I think the purpose of life is to be useful, to be responsible, to be compassionate. It is, above all, to matter, to count, to stand for something, to have made some difference that you lived at all.
Leo Rosten
Certification
- Certified Support Administrator, Zendesk- July '22 - '24
Timeline
Brainsell Zendesk Engineer (Contract)
A Gratton's Edge Inc
07.2022 - Current
Sleep Country CA, Zendesk Project Mgr (Contract)
A Gratton's Edge Inc
01.2022 - 08.2022
Zendesk Administrator
729 Solutions
07.2021 - 12.2021
Head of Customer Success
Idle Group LLC
08.2020 - 07.2021
MDacne Inc, CX Manager (Contract)
A Gratton's Edge Inc
06.2019 - 10.2020
Outdoorsy Inc, Sr CX Specialist (Contract)
A Gratton's Edge Inc
02.2018 - 08.2019
Ezhome Inc, Team Lead & Zendesk Admin (Contract)
A Gratton's Edge Inc
06.2015 - 02.2018
Undergraduate Certificate - Business Management
Ashworth College
No Degree - Zendesk Support Expert Certificate 22' - 24'
Zendesk Training Academy
Associate of Applied Science - Business Administration
Sir Arthur Lewis Community College
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