webb jordy

Own maintenance and debugging of Bitly’s mobile SDKs (iOS/Android), cutting integration issues by 30% and improving developer success; designed a triage process that reduced resolution time 25% and saved 100+ developer hours per quarter. Acted as escalation point resolving 98% of enterprise issues within SLA and improved CSAT by 10 points within six months.

Implemented a global Zendesk instance unifying support ops across 3 regions and built/scaled the support team to improve resolution times 20% and CSAT 15%. Led an AI chatbot rollout that reduced first-response time 30% and automated 40% of tier-1 inquiries while maintaining 99% SLA compliance.

Directed Unity SDK launch, onboarding 150+ developer teams and expanding AR/VR reach; implemented an SME program that improved efficiency 30% and cut resolution time 25%. Managed high-severity escalations resolving 97% within SLA and closed a Yahoo! Japan enterprise deal that drove ~10% regional revenue growth.

Handled 500+ monthly tickets, maintaining 98% client retention and delivering technical fixes that boosted product adoption. Revamped the customer feedback loop, improving retention by 25%.

Managed a team of 10 Tier 1 support reps, improving CSAT by 15% through support best practices and training. Introduced revenue-focused support strategies that increased rental income 12%.

Bachelor of Arts in International Studies with a focus on Japanese language and culture.

Completed a one-year International School Program focused on Japanese language and literature.