Jonathan J. Scott
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About

About us

JScott-20s
about us

Spending his entire adult life and career in the Customer Experience world; Jonathan is a hard working individual with experience in Customer Support with focus on Performance Analytics, Operations Management, and CRM Administration.

His approach to building/developing workflows and tools for Support teams is to spend time working as a Support Engineer to truly understand the needs of the team first before working on how to best "support the support team".

Certifications

certified-zendesk-support
Zendesk Support is Zendesk's support ticketing system, designed to help you track, prioritize, and solve customer support interactions. More than just a help desk, Zendesk Support helps you nurture your customer relationships with personalized, responsive support across any channel.
certified-zendesk-guide
A Zendesk Guide Specialist possesses the knowledge and skills necessary to implement, configure, and manage Guide Enterprise for content creation and delivery throughout the content lifecycle.
certified-zendesk-cx
Zendesk Explore for reporting and analytics is designed to help you analyze, understand, and share your business information. Explore provides powerful, prebuilt reports that help you view and analyze key information about your customers, support resources, and more.
SalesforceAdmin
A Salesforce Administrator solves business problems by customizing the Salesforce Platform. They build, configure, and automate technology solutions to deliver business value. Salesforce Administrators work with stakeholders to define system requirements and customize the platform.
JIRAAdmin
A JIRA administrator is responsible for creating and organizing new projects on the JIRA platform, as well as configuring the layout, design, workflow, and dashboard. It is the administrator’s job to ensure each person on a project team has access to all materials needed.
PMI-ACP
The PMI-ACP is evidence of your real-world, hands-on experience and skill as part of an agile team. It spans many approaches to agile such as Scrum, Kanban, Lean, extreme programming (XP), and test-driven development (TDD), not limiting a practitioner to one agile approach.

How success is measured

Customer Satisfaction

One of the most straightforward and important metrics to use. Is the end user satisfied with how their inquiry was handled?

Customer Effort

How much effort did the end user have to make to get a result? Did they have to keep asking for updates or search for a solution on their own?

Net Promoter Score

Net promoter score is a widely used market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague.

1+
Projects Complete
1+
Years of CRM Experience
1+
Years of Customer Experience

Companies we've worked for

adobe
Adobe Systems (eSign)
Adobe Acrobat Sign is a cloud-based e-signature service that allows the user to send, sign, track, and manage signature processes using a browser or mobile device. It is part of the Adobe Document Cloud suite of services.
Tipalti
Tipalti
Tipalti is an accounting software financial technology business that provides accounts payable, procurement and global payments automation software for businesses.
729Solutions
729 Solutions
729 Solutions is a custom development shop in the San Francisco Bay Area.