01

Zendesk Architecture & CX Ops

I help teams turn messy Zendesk environments into maintainable support systems with cleaner routing, views, SLAs, macros, triggers, help center structure, and reporting.

  • Support workflow and taxonomy audit
  • Triggers, automations, routing, SLAs, and escalation paths
  • Macros, forms, fields, tags, and internal process cleanup
  • Dashboards and operational reporting your team can trust

02

AI & Automation That Feels Human

Automation should reduce effort, not make customers feel trapped. I design deflection, bot flows, and macro systems around clarity, tone, escalation safety, and measurable outcomes.

  • Bot flow strategy and escalation design
  • AI-assisted macros and agent enablement
  • Deflection measurement and automation guardrails
  • Customer-facing language that stays calm, useful, and human

03

FinTech Ecosystem Strategy

For mobile money, wallets, payments, and digital financial services, I help connect product, customer operations, partner flows, risk, and adoption strategy.

  • Mobile money and e-wallet operating model review
  • Partner, merchant, agent, and customer journey mapping
  • Support workflows for KYC, disputes, onboarding, and adoption
  • Operational readiness for growth-stage fintech teams

Typical engagement paths

Start with a project brief →

Audit

A focused review of your current setup, friction points, risk areas, and quick wins.

Build or rebuild

Hands-on configuration and implementation for Zendesk, workflows, reporting, and automations.

Enablement

Documentation, handover, and practical operating guidance so the system remains maintainable.

Not sure which service fits?

Describe the workflow that is slowing your team down and I’ll point you toward the right starting point.

Discuss the project