Zendesk: Transform Customer & Employee Service with AI Agents | Icebreaker

Zendesk: Transform Customer & Employee Service with AI Agents | Icebreaker

Members

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Recommended Reading: ◈ The Effective Executive, Execution, The Qualified Sales Leader, Thinking Fast and Slow, Trillion Dollar Coach, Bulletproof Problem Solving, Competing Against Luck, Extreme Ownership, Exceptional Selling, How Will You Measure Your Life Current Podcasts: ◈ Revenue Builders, Training Data, Grit, The Data Cloud, 20VC, Inside the ICE House, A Bit of Optimism, All-In, The Diary of a CEO

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General Partner at RRE Ventures

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Mateusz Sękara

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Senior Software Engineer

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My full name is Samuel Easton, but my friends call me Sam. They would describe me as a leader, self starter and a creative thinker, but the more I learn about the world, the more I realize how little I actually know. At the moment, I'm working to increase the GDP of the internet by contributing to the creation of economic infrastructure that anyone a good idea and business plan can access. Businesses of any size, from startups to enterprise companies, can use Stripe's software to accept payments and move money without the friction and expense that was, up to this point, ubiquitous. Before Stripe, I worked with Zendesk to help organizations make smarter, insights based sales decisions and increase their revenue, and I worked with LinkedIn to help organizations up level their approach to talent and people. Along the way, I invested in my own potential by going on a 12 month, 22 country backpacking trip around the world. By exposing myself to new perspectives, fresh ideas and problems worth solving, the goal was to lay a groundwork upon which I can rely throughout the rest of my life. Though I'm still figuring out all the bits and pieces, I hope to one day give everyone the chance to live up to their fullest potential, because it's only what I expect from myself. I know that I'm on the right track, and I can't wait to see what the future will hold.

Susan Feldman, MA

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I am a passionate vision-driven operations strategy leader who consistently refines and revitalizes strategic process improvements, introduces innovation, designs change, and facilitates impactful solutions-based outcomes. With 10+ years of experience driving strategic change, I have helped companies scale business operations, real estate portfolios, and amplify company culture. I am known as a resolution builder who is an effective team leader and cross-functional partner who can generate results through times of change and ambiguity. I’ve led teams through private, public, and acquired states, and know how to augment operations accordingly. I believe that the future of work lies in an innovative approach to the hybrid workplace and I want to drive such endeavors at a company committed to imparting cultural change through a well designed employee experience within the built workplace environment.

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Passionate about technology and operational efficiency, I am a Business Technology leader committed to helping rapidly expanding organizations streamline their systems and processes. As an experienced people manager, I've led high-performing teams to success, building an environment that promotes growth, collaboration, and innovation. My expertise lies in harnessing the power of software systems to improve and automate business operations. I've successfully implemented, optimized, and worked with SaaS systems like Zendesk, Hubspot, Salesforce, and Netsuite, among others. I bring vast experience in bridging the gap between diverse business units such as Customer Experience, Sales, Customer Success, People (HR), Legal, and IT, ensuring that all stakeholders have the tailored, efficient solutions they need. Specializing in enhancing both front and back office business systems, I bring meticulous attention to the architecture, integration, and oversight of technology projects. I am a systems thinker with a knack for problem-solving, always focusing on the connectivity and efficiency of the projects and programs that support our vital business functions. Here's a snapshot of my skills: • SaaS Strategy, Scalability, Implementation, Architecture, Integration, and Optimization • Business Process Definition, Mapping, and Automation • Cross-Functional Leadership and Data Analysis • Vendor Relationship Management and Contract Negotiation • Employee Experience, Training & Enablement, and Customer Experience • Business Technology, Program and Project Management I am passionate about enabling businesses to reach their full potential by integrating and improving the deployments of technology into their operations. When faced with a technology challenge, my sleeves are always rolled up, ready to lead my team towards effective solutions. A snapshot of my Admin-level systems experience: • People Systems: Workday, Greenhouse • IT Systems: Okta, Google Workspace, Slack, Atlassian (Jira, Confluence) • Sales, Marketing, Customer Success: Salesforce, Hubspot, Zendesk Sell, DocuSign • Customer Experience: Zendesk, Ada • Legal: DocuSign CLM, Ironclad, Zip • Integration Platforms (iPaaS): Workato, Zapier

Marie Gladys Manalo-Pablo

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Customer-centric IT professional with 15+ years of experience providing exceptional support across multiple channels and complex product environments. Proven ability to handle Tier 2 escalations, manage workflows, and build customer loyalty. Expertise in blockchain, decentralized applications, and customer relationship management. Adept at troubleshooting, identifying areas for improvement, and collaborating cross-functionally to drive positive outcomes.

Łukasz Macionczyk

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Building high-quality Android apps.

Mateusz Sękara

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I'm a highly autonomous full-stack engineer used to being involved in every phase of software development. Although my main focus is building highly available and scalable backend systems on top of JVM, during my career, I've also created various frontend components with React/Redux, worked on test integrations suites, set up test environments with docker, terraformed alerts, monitors and other parts of the infrastructure, or even build services using non-JVM. I'm always eager to work on various DevOps tasks and not afraid to learn new technologies to get things done. I'm constantly upgrading my skills and learning, recently diving into Elixir, blockchain, and cryptocurrencies.