Ivana Scott

Experience

• 

  CX Collective

  Head of Client Success & Project Management (Consulting)

  Sep 2025 - Present

  CX Collective is a hands-on CX consultancy that designs and implements support operations, tooling (Zendesk, Intercom, Gorgias, Gladly), and AI-readiness for startups and growth-stage companies to reduce friction and scale support efficiently.

  • Built and optimized Zendesk environments for clients—cleanups, ticket taxonomies, and routing—improving agent efficiency and reporting clarity.
  • Designed automation architecture (triggers, intelligent routing, AI copilot configs) that cut manual agent workload by ~30%.
  • Led implementations of chatbot and self-service strategies to increase containment and reduce repeat contacts.
  • Built onboarding and remote-first processes for international hires and cross-timezone support models.
  • Translated support metrics into business-facing narratives used for executive reporting and product prioritization.
  • Delivered ongoing operational maintenance and continuous improvement for retained e-commerce and tech clients.

• Friends of Lime Ridge

  Volunteer

  Feb 2025 - Present

  Friends of Lime Ridge is a community organization focused on preserving and promoting the Lime Ridge natural area (volunteer-run).

  • Supported community conservation and stewardship initiatives through hands-on volunteer work and event assistance.
  • Helped coordinate local outreach and volunteer communications to increase participation in trail maintenance and educational programs.
  • Assisted with logistics for clean-ups and community events, improving volunteer experience and turnout.
  • Contributed to resource materials and on-site guidance for visitors to promote safe, sustainable use of the area.
• 

  Polywork

  Founding Head Of Customer Support

  Sep 2021 - Feb 2025

  • Reached and maintained 97% SLA adherence while managing complex trust and safety processes
  • Created and managed a thriving superuser community program that directly influenced product development
  • Conducted UX research interviews, providing critical insights for product positioning and growth
  • Established comprehensive metrics reporting that improved CSAT from 95% to 97%
  • Built closed-loop feedback systems between support, product, and engineering teams
  • Developed and implemented Trust & Safety protocols, ensuring platform integrity
  • Implemented Zendesk analytics to translate user feedback into prioritized product improvements
• 

  Skydio

  Customer Support Manager

  Apr 2021 - Sep 2021

  • *Resigned to gain more flexibility due to family member's illness*
  • Streamlined workflows by reviewing and optimizing internal processes regularly.
  • Coached underperforming team members, improving overall performance.
  • Hired, onboarded, and trained new support reps, enhancing team efficiency.
  • Managed multichannel support across time zones for consistent coverage.
  • Managed a 10-person remote team supporting Enterprise and Consumer segments across multiple time zones
  • Led cross-functional initiative to streamline JIRA/Zendesk processes, reducing resolution time by 20%
  • Optimized scheduling for multichannel support ensuring consistent coverage throughout customer journey
  • Collaborated with product teams to implement preventative solutions based on customer inquiry analysis
• 

  Kalo

  Customer Support Manager

  Aug 2019 - Apr 2021

  • Transformed operations by implementing automation, reducing manual responses by 70%
  • Redesigned Help Center with 100+ updated articles enhancing self-service options
  • Managed bug triage and prioritization process ensuring efficient resolution of technical issues
  • Built strong partnerships between Engineering, Product, and Support teams to align on customer experience priorities
  • Managed Enterprise support and escalations, including the following clients: Airbnb, Group Nine Media, Lending Tree, and more
• 

  Kalo

  Customer Support Executive

  Sep 2018 - Aug 2019

  • Led full operational transformation of a fully remote support team during COVID-19, sustaining 95%+ productivity.
  • Implemented Zendesk automation to reduce manual responses by ~70% and streamline agent workflows.
  • Overhauled Help Center—rewrote and relaunched 100+ articles—resulting in a ~35% reduction in inbound ticket volume.
  • Established structured feedback loops with Product and Engineering to prioritize bugs and product improvements.
  • Managed RMA and technical workflows with JIRA integration and coordinated async engineering collaboration for faster resolution.
  • Partnered with legal on complex client off-boarding to ensure compliance while preserving customer trust.
• 

  Tripadvisor

  Partner Support Coordinator

  Apr 2016 - Mar 2018

  • Reduced average turnaround time from 14 days to 12 hours by implementing Salesforce CRM
  • Built and managed Salesforce-powered Help Center and Viator Partner Blog
  • Led onboarding process for Las Vegas-based Support Team
  • Coordinated marketing efforts for Travel Agent Platform through newsletters
  • Managed @ViatorAgents Twitter account, enhancing social media presence
• 

  Twitter

  User Services

  Jun 2013 - Oct 2015

  • Evaluated and monitored 1000+ customer error reports daily
  • Served as a team member for high-profile on-call escalations
  • Created monthly reports distributed to 40+ support team members
  • Implemented enhancements for the official @Support Twitter account
  • Led migration of impersonation ticket processing for the San Francisco team
• 

  IBM Video Streaming

  Community Support Specialist/ Technical Support

  Dec 2011 - Jun 2013

  • Launched a community forum with a successful superuser moderation program
  • Produced and edited video tutorials for the Support page, improving self-service options
  • Provided comprehensive support across multiple channels
  • Collaborated with cross-functional teams to represent community needs in product decisions
• 

  YouTube

  Operations Associate (Contract)

  Oct 2010 - Oct 2011

  • Evaluated video content for potential abuse, ensuring compliance with brand safety, legal, and abuse standards in the realm of Video Content Evaluation.
  • Provided dedicated support for YouTube Partners in both the US and UK markets. Additionally, I played a crucial role in the successful launch of the YouTube Partner Program in the Czech market.
  • Processed and evaluated a significant volume of video content for monetization, demonstrating proficiency in brand safety, legal considerations, and abuse matters.
  • Content and Talent Management: I managed creative content and talent acquisition initiatives for YouTube Partnerships, fostering growth and collaboration.
  • User Interaction Language Evaluation: evaluated user interaction language for Czech-speaking users.
  • > This led to the proposal and successful implementation of localization changes for an enhanced user experience.
  • My multifaceted expertise contributed to maintaining brand safety, supporting partners, managing content, and improving user interactions within the YouTube ecosystem.