Van Mathavong

Leading the design of Microsoft Dynamics 365 and Google Workspace integrations to optimize frontline support workflows. Managing the transition from legacy Epicor ERP to Kinetic Cloud while maintaining quality customer interactions.

Designed and maintained Intercom workflows, triggers, and routing logic to improve first response time and resolution. Implemented Fin AI and an internal Co-Pilot system, reducing inbound ticket volume and improving self-service usage.

Rebuilt and administered the Zendesk instance, optimizing automations, triggers, and routing to improve efficiency by 20% and reduce resolution times by 15%. Spearheaded Ada AI chatbot integration, reducing inbound volume by 70% and improving customer satisfaction scores.

Led and mentored a remote team of 9 agents, maintaining a 90%+ CSAT and promoting 7 team members through targeted coaching. Acted as a final escalation point for complex technical, billing, and access-related issues.

Handled Tier 2 escalations for platform bugs, access issues, and advanced troubleshooting while maintaining a 90% satisfaction rating. Built and maintained Zendesk dashboards for workload forecasting, distribution, and staffing.

Delivered Tier 1 multi-channel support (email, phone, chat) for product, billing, and account inquiries with a 95% CSAT. Gathered user feedback and collaborated with internal teams to improve customer experience and self-service resources.