Michael Bradd-Koger
Denver,CO
Summary
Dynamic and results-oriented Zendesk Expert with over 10 years of experience in implementing, optimizing, and managing Zendesk environments to enhance operational efficiencies and customer satisfaction. Proven track record in fostering robust partner relationships, coupled with a strategic approach to drive industry-leading customer and agent experiences. Skilled in navigating complex business challenges to deliver solutions that align with company objectives, improve service delivery, and support sustainable growth. Committed to leveraging deep technical expertise and strong leadership skills to contribute to the success of forward-thinking organizations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sr. Digital Strategist, CX
ModSquad
11.2022 - Current
- Lead and drive all customer experience strategy for our customer support clients.
- Assist sales with pre-sales calls.
- Assist clients with mapping and optimizing their user and agent experience though Zendesk and related CRMs.
- Work with developers to ensure our customers get the most out of their tools.
- Maintain cost-models for each project to ensure profitability metrics are met.
- Manage our partner relationship with Zendesk, Intercom and Gorgias.
- Created and trained 200+ managers on a new process for preparing and presenting client-facing business reviews.
- Work closely with the VP and Sr. VP of services to ensure their long term vision was implemented.
Director of Professional Services
Smart Instinct
02.2022 - 11.2022
- Developed and implemented robust performance metrics for the professional services department, driving improvements in service quality and customer satisfaction.
- Implemented best practices in project management to ensure timely completion of projects within scope, budget, and quality expectations.
- Worked with clients to select and setup the right CRM for their business needs.
- Managed consultants that were assigned to clients.
Account Manager, Consulting and Implementations
ModSquad
01.2018 - 02.2022
- Responsible for ensuring the overall success of operations and client relationships.
- Managed a team of Project Managers who were responsible for the day-to-day delivery of operations to ensure we were on track to hit out client KPIs and SLAs.
- Managed a client portfolio of 1M+ in ARR.
- Assisted sales with pre-sale engineering calls.
- Managed the implementation of CRM's like Zendesk, FreshWorks and Gorgias.
- Built the framework of the consulting milestones from presales to project completion.
- Managed our partner relationship with Zendesk, Intercom and Gorgias.
Project Manager
ModSquad
08.2013 - 01.2018
- Managed the day to day customer support operations for multiple clients.
- Fostered a culture of innovation and creativity within the project team, leading to improved problem-solving capabilities and enhanced outcomes.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Front line consultant on Zendesk implementations, ensuring all milestones were passed on time and within budget.
Education
High School Diploma -
South Lake High School
St. Johns River State College
Palatka, FLSkills
- Project Management
- Professional Services
- Project Planning
- Market Research and Analysis
- Global Delivery
- Client Delivery
Certification
Zendesk Support Administrator Expert I
Timeline
Sr. Digital Strategist, CX
ModSquad
11.2022 - Current
Director of Professional Services
Smart Instinct
02.2022 - 11.2022
Account Manager, Consulting and Implementations
ModSquad
01.2018 - 02.2022
Project Manager
ModSquad
08.2013 - 01.2018
High School Diploma -
South Lake High School
St. Johns River State College
Zendesk Support Administrator Expert I
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