James Weatherly

About James Weatherly

10+ years of Technical and Customer Support Team experience, facilitating…

Experience

1. Services Operations Systems Analyst

   Twilio

   Mar 2019 — Present · CO, US

   Configure ticketing (Zendesk)and other related services applications for Twilio and third party integrations- Create a system built for extracting relevant metrics to improve the value and efficiency of Twilio services and products- Develop and tweak scalable end-user workflows for an ever-expanding line of products and services- Manage and create ongoing and custom reports within supported applications as well as aid in the extraction of operational application data for integration with our data warehouse- Maintain and develop customer service help center integrations- Organize and prioritize feature implementation and team requests- Respond quickly to administrative requests such as on-boarding and off-boarding users, agents, and addressing services systems related issues- Manage other administrators and end user roles to effectively drive efficiency through maintaining schedules, queues, and other responsibilities- Work with program managers and stakeholders to uncover process gaps and develop elegant solutions- Understand and fix existing system problems on a daily basis- Continually evaluate and identify gaps in our existing codebase to develop solutions for increased extensibility- Scale services systems to a global level across multiple regions, languages, and time zones.

Skills

• Customer Satisfaction
• Customer Service
• Banjo
• Technical Writing
• Technical Training
• Zendesk
• Technical Support
• Training
• Social Networking
• Online Advertising
• Microsoft Excel
• Leadership
• Project Management
• Social Media
• Salesforce.com
• Crm
• Account Management
• Troubleshooting
• Marketing
• Management
• Saas
• Dns
• Software as a Service (Saas)