Description

I transform Customer Experience (CX) (customer support, customer care, customer services, etc) from an operational cost center into a high-ROI growth engine.

As a Senior CX Consultant and Zendesk Advanced Partner, I help leaders across a diverse range of industries scale their support operations while significantly reducing overhead. My background includes over 25 years of business transformation expertise, anchored by a significant tenure at IBM and my current role as Founder and Technical CEO of alboz..

Key Outcomes Delivered:

Operational Savings: Proven track record of reducing customer-facing operational costs by up to 65%.
Rapid Scaling: Managed full rollouts of Zendesk for 3,000+ global users, delivering on 200+ complex requirements.
Staff Efficiency: Transformed support functions for a large EU Fintech resulting in a 39% staff cost reduction over two years.
AI Transformation: As a Zendesk Certified AI Expert, I deploy AI-infused solutions that accelerate ROI to as quick as 6 months.

Typical Projects & Deliverables:

Zendesk Implementation & Optimization: Global rollouts, custom CX architecture, and workflow design.
AI Strategy & Integration: Deployed AI-infused translation and complex integrations using API, Python, and automation platforms (n8n, Make, Zapier).
Data Migration: Extracted, transformed and loaded large volumes of customer data from multiple sources (structured or unstructured) into Zendesk and Salesforce.
Technical Writing & Governance: Delivery of internal/external documents, knowledge articles, and ITIL-compliant processes.
Fintech CX Advisory: Strategy for high-growth firms requiring PCI DSS compliance and seamless client experiences.

Whether you are seeking to reduce support volume through AI or require a global technical implementation, I provide the expertise to ensure your CX platform is scalable, efficient, and profitable.

Industry field of expertise

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

Dublin (up to 50km)

alboz.
Founder & Technical CEO
January 2022 - Today (4 years and 7 months)
Official Zendesk Advanced Partner providing CX consultancy services across Ireland, UK, Nordics and Baltics. Helping customers reduce customer facing operational costs by up to 80%, increase staff efficiency, implement AI and improve CSAT resulting in higher retention.
artificial intelligence Zendesk customer service IT Strategy data migration
alboz. (Client Confidential)
Zendesk Consultancy
January 2024 - January 2025 (1 year)
Transformed the client's customer operations & support function (20 FTE) to new geo resulting in 39% staff cost reduction over 2 years.
Optimized dozens of existing processes and tools using automation and AI where possible.
Recruited & trained local team, processes, methods and, tools to handle new & legacy scope.
Zendesk efficiency Cost Reduction data migration Project Management
alboz. (Client Confidential)
Zendesk Implementation
January 2022 - January 2025 (3 years)
Full rollout of Zendesk Suite Enterprise platform for 3000+ end-users globally.

Managed entire project including consultation, requirements gathering, workshop facilitation, design, implementation, training and deployment.
> 200 requirements were delivered.
Technical writing of 150+ internal and external documents, specifications & knowledge articles.
Optimized: Focus on scalability, efficiency and automation, ongoing.
Deployed AI-infused translation and complex integrations with both internal tools and external platforms that enhance productivity and greatly accelerated ROI to under 18 months.
Strategic advisor to the CEO, CTO and SVP
Zendesk IT Strategy Project Management Salesforce API