Demonstrated leadership skills
When Nivedha left, Emile started having at least 7 direct reports. With that in mind, I shared my 1:1 best practices with the rest of the team for a productive and efficient coaching sessions. After 2 weeks since I’ve shared my 1:1 coaching best practices, Emile noticed that the rest of the members of APAC started to take charge of their own 1:1s and always come prepared with their metrics and discussion points which benefits the whole team.
Top 1/3 of Answering Support Questions
Made it to top 5 in March and top 3 in April Superstar ranking in #support channel.
Participates in Post-Enablements training, shadowing sessions, etc.
I've had 1:1 sessions with JC on process design, building bots, and ticket handling efficiency.
Encourages participation in incidents, 2FA calls, special projects, etc.
Rallying for the APAC team to raised hands often on volunteer opportunities with the aid of Volunteer Opportunity Bot
Has a presence in #support/Slack with announcements, updates, etc.
Shared an updated free plan structure (Carbon (Reduce Free Plan Limits) and Carbon (Reduce Free Plan Limits)) in the #support channel for support readiness.
Growth through feedback example
Proactively asking for feedback on ticket handling, productivity and efficiency through private and public channels such as #support
Self-directed with an exceptional exhibition of time and project management
Exceeding SCC metrics while working on side projects and volunteer work such as verifying Guru cards, writing baseline documents for new public apps with the Docs Team.
Has contributed (or driven) a project with impact
While Daniel is working on his pathway to engineering, I took over his project to automate APAC’s team meeting facilitation assignment and encourage volunteerism. I’ve created the v1 of APAC’s team meeting bot and has evolved so much since then.
Lightning Talk at Team Meeting
I’ve done a lightning talk on Process Design. As Zapier Support goes through a 3-year transformation and handles our tickets and projects, basic understanding and knowledge of process design will come in handy.
Can participate in an outage thread and is an active member
Comms Lead for Incident 332 with 856 affected users that requires notifications via email.
10 number of Loki Issues created over 18 month time.
Created 51 Loki Issues in the last 18 months
10 number of Rover Notes created over 18 month time.
Created 42 Rover Notes in the last 18 months
Webhook Proficiency Example
The Zap’s webhook wasn’t triggering and taught the user how to combine and trigger multiple webhook URLs and Zaps at the same time correctly.
Database App Proficiency Example
Troubleshooting an issue with PostgreSQL custom query. I was able to analyze and identify the cause of the issue in the custom query.
Participated in an interview
Joined Emile and Rachel interviewing candidates for APAC team lead job post.