Rob Andrew Lees

Solutions Support - Delivery Operations Manager @DemandScience

New York, NY, US

As part of the Data Operations & Platform Support leadership team, responsible for tracking and reporting team metrics; developing and implementing new policies and workflows; and serving as backup manager for support specialists and data operations engineers• Manage Zendesk administration with focus on accurate ticket reporting, automation of ticket routing, and developing new workflows to improve specialist’s productivity and improve customer experience• Maintain integrations between Zendesk and multiple services owned across the company, including Jira, Monday.com, Salesforce and Slack• Work closely with sales, security and engineering to ensure support is aligned with the company’s processes• Implemented policies that improved Help Center ticket creation adoption by 37% in one year, reducing delivery issues and customer reliance on CSMs and sales employees for support-related questions

University of the West of England

Bachelor of Arts (B.A.), Graphic Design

Bournemouth and Poole College

National Diploma, Graphic Design