RESEARCH & DISCOVERY

A rapidly scaling HR tech platform was experiencing inefficiencies in its global support operations. Fragmented performance visibility, manual back-office processes, and complex ticket routing were impacting SLA performance and team capacity. I conducted a comprehensive analysis of ticket flows, support roles, and performance tracking gaps to define the transformation scope and align leadership on a data-driven support strategy.
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STRATEGY MAPPING

I designed a multi-tiered analytics framework using Looker to provide real-time insights for agents, managers, CI teams, and executives. At the same time, I redesigned the support model to reduce friction, focusing on high-impact improvements in ticket routing logic and team specialization — particularly for complex contractor-related queries.
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PROCESS ENGINEERING

Zendesk routing logic was rebuilt using native automations and custom Round Robin workflows to accelerate ticket assignment to true resolution owners. A specialized contractor support team was established, with full system access to manage end-to-end resolution without dependencies on other departments. For back-office efficiency, I scoped and introduced RPA for indirect payslip upload handling.
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TESTING & ITERATION

Performance was benchmarked using historical SLA data and real-time metrics. Improvements were rolled out in phases, with continuous monitoring of ticket turnaround time (TTR), first response time (TTFR), and time to assignment (TTA). The RPA solution was evaluated based on volume handled and resource time saved, ensuring measurable ROI.
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THE SOLUTION

• Real-time, role-based performance dashboards deployed across the global support function
  
• Optimized ticket routing model within Zendesk, reducing handoffs and accelerating ownership
  
• Specialized support team structure for contractor queries
  
• RPA-enabled process for indirect payslip uploads

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THE OUTCOME

• 75% of high/urgent contractor tickets resolved within 72 hours (vs. 60% org-wide avg)
  
• 46% workload reduction in payslip-related back-office tasks
  
• YoY SLA Improvements (2023 vs 2024):
  
  • TTR: +5%
    
  • High/Urgent TTR: +9%
    
  • TTFR: +12% / +17% (excluding bot tickets)
    
  • High/Urgent TTFR: +7% / +14% (excluding bot tickets)
    
  • TTA: +3%