Andrew Croft
Technology Manager, Global Customer Happiness @ tonies
- Role
- Technology Manager, Customer Happiness at tonies® USA
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Andrew Croft
Strategic technology leader with proven expertise in AI/ML implementation, cloud…
Experience
Technology Manager, Customer Happiness
Apr 2025 — Present
Leading the transformation of customer support technology for this global children\'s audio entertainment company, with focus on AI-powered automation and digital customer experience optimization.In my first 6 months, I\'ve delivered two major platform implementations that are reshaping how we serve customers globally:AI Chatbot PlatformArchitected and deployed an AI chatbot using Zendesk Advanced AI, achieving 41.6% automated resolution rate (39% above target) across 7,100+ conversations. The platform is projected to generate $157K in annual operational savings while maintaining strong customer satisfaction scores.Customer Support Infrastructure Rebuilt the entire help center when internal development resources became unavailable, delivering a modern, mobile-optimized platform with enhanced self-service capabilities in just 2 months.Strategic Planning & InnovationCreated a 5-year AI transformation roadmap projecting $1.77M in total value through operational efficiency and revenue optimization. Developed proprietary satisfaction scoring algorithm providing 100% conversation coverage, and conducted 50+ security penetration tests to ensure enterprise-grade standards.Cross-Functional LeadershipLed global coordination across US and European teams, building integrations with Shopify, Salsify PIM, and warranty management systems. Collaborated closely with Brand, Product, eCommerce, and Engineering to maintain brand consistency while delivering technical excellence.The work has been recognized by executive leadership, with CMO approval secured for global chatbot expansion based on the strong performance metrics and business case.Core technologies: Zendesk Advanced AI, Shopify API (GraphQL/REST), AI/ML implementation, customer journey optimization, security testing, cross-functional program management
Education
Pacific Lutheran University
Communication, Journalism
2005 — 2009
Skills
- Adobe Creative Suite
- Rss
- Editing
- Wordpress
- Xml
- Sports
- Email Marketing
- Soccer
- Css
- Blogging
- SEO
- Marketing
- Coaching
- Microsoft Office
- Newsletters
- Community Outreach
- Html
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