Ivana S.

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 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.

• 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

• *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

• 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

• 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.

• 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

• 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

• 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

• 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.