Peter Harrison

Sr. Technical Support / AI Generalist @Zapier

✔️ ITSolution Integrator📝 Influencer or BloggerPodcast Host🧨 ConsultingSystem AnalystProject ManagerTech SupportBusiness AnalystAdvisorCustomer ResearcherAssociate

I’m Peter Harrison, an accomplished technical support leader with a proven track record in driving operational efficiency, enhancing customer satisfaction, and fostering team development. With extensive experience in managing diverse support teams, I have successfully led initiatives that improved workflow optimization, streamlined communication processes, and increased productivity. My passion for innovation and continuous improvement fuels my motivation to stay at the forefront of emerging technologies and best practices in the industry. I thrive in collaborative environments and excel at building strong, cross-functional relationships to achieve common goals. My ability to mentor and inspire teams, coupled with my strategic thinking and problem-solving skills, allows me to deliver exceptional support experiences. I am dedicated to creating inclusive, supportive work environments where every team member can grow and excel.

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Network Power<100 people

Roles

🔥100%

Startup Founder

💰50%

Investor & VC

📝50%

Influencer or Blogger

Geos

🇬🇧50%

United Kingdom

🇺🇸50%

United States

Work Background

ZapierSr. Technical Support Specialist (Transitioned due to organizational restructuring)

Jul. 2023United States · Remote» Role Transition: Transitioned to the Senior Technical Support Specialist role following organizational restructuring to leverage my extensive experience in technical support and process improvement. » Strategic Communication: Continued to enhance internal communication strategies, ensuring smooth information flow across teams. » Process Optimization: Identified and implemented process improvements, resulting in a 15% increase in team efficiency. » Advanced Support: Provided high-level technical support, resolving complex issues and enhancing customer satisfaction. » Mentorship: Mentored junior team members, sharing knowledge and best practices to improve overall team performance. » Knowledge Management: Maintained and updated internal knowledge bases, ensuring up-to-date and accurate information for the support team. » Project Leadership: Actively participated in a Chat experiment, aligning with the organization’s strategic shift towards this vital support channel. Concurrently, involved in the Trials Overhaul Initiative, stemming from the Chat experiment, aimed at bolstering adoption rates among trial and upmarket customers. » Project Management: Spearheaded multiple projects encompassing ticketing, customer support procedures, and reporting.

ZapierWomen of Zapier Community Outreach and Events Committee Lead

Jan. 2023 - Nov. 2023United States · RemoteDrives all ERG internal and external community events and programs, including member development Drives ERG presence and events at Zapier’s annual retreat Oversee Community Outreach and Events committee Coordinates with other ERG community outreach and events leads to find opportunities for intersectional activities

ZapierSupport Team Lead

Dec. 2022 - Sep. 2023RemoteLed processes related to coaching, leading, and inspiring his team—resulting in a world-class customer experience for all users. Oversaw performance management, training, upskilling, and coaching up to 8 of the internal Technical Support Specialists team. Ensured strong team performance as well as day-to-day operations to meet/exceed the larger Support team's objectives and helped grow the support team by participating in hiring. Track and analyze support-related metrics, such as response time, resolution time, and user satisfaction, to identify trends, bottlenecks, and areas for enhancement. » Strategic Communication: Improved internal communication across teams and management levels, reducing misunderstandings and enhancing collaboration. » Automation & Efficiency: Led the creation of automated workflows, achieving a 30% reduction in ticket resolution time. » Training & Development: Developed and implemented comprehensive training programs for new hires, increasing onboarding efficiency by 20%. » Customer Satisfaction: Consistently received high customer satisfaction ratings by effectively translating complex technical concepts into easy-to-understand language. » Change Management: Advocated for employee and customer needs during product updates, ensuring smooth transitions and high adoption rates.

ZapierSr. Technical Support Specialist

Sep. 2022 - Dec. 2022United States · RemoteResponded/assessed customer queries with a higher standard for quality and efficiency—setting an example for the rest of the team. Proactively identified areas of improvement on behalf of the team and actively worked on projects that help achieve the Support team’s objectives. » Provided extensive support to senior teams and implementing processes for improvement in technical support » Led multiple projects related to ticketing, customer support processes, and reporting

ZapierTechnical Support Specialist

Jun. 2021 - Sep. 2022Round Rock, Texas, United StatesI provided empathetic and knowledgeable customer support, meeting set quality and queue metrics. I was responsible for troubleshooting complex technical issues, maintaining a strong understanding of Zapier's product suite, and continuously improving my skills to provide world-class support. » Contributed to major projects such as the ACC Team Expansion Project » Facilitated and managed a Lessonly Review for ISG new hires » Demonstrated company values such as Growth Through Feedback, Default to Transparency, Empathy, No Ego, Default to Action, and Build the Robot

AppleApp Review Senior Advisor/Team Manager Backfill

Oct. 2015 - Jun. 2021Austin, Texas, United StatesManagement of Lines of Business (LOBs) across AppleCare managing teams of 10 to 18 direct reports. Build rapport through engagement, challenges, and encouragement through the use of chat, email, and virtual meetings to create a cohesive and diverse team environment. Prioritized multiple workflows to maintain Service Level Agreements (SLAs) for all queue levels while working overflow casework from other departments to meet Operating Level Agreements (OLAs). Supported developers through email/phone channels simultaneously—assisting with enrollment in the Developer Programs and support when using the developer tools to develop apps for the App Store. » Technical Expertise: Provided top-tier support for developers, contributing to a 15% increase in developer satisfaction scores. » Knowledge Management: Implemented a new knowledge management system, improving information retrieval time by 40%. » Process Improvement: Created procedure flow charts detailing the Deployment Program enrollment workflow, which were used by department advisors to enhance efficiency. » Mentorship: Mentored new advisors in an open setting, reviewing casework and procedures to improve overall performance. » Special Projects: Selected to transfer to the Deployment Program Support team after just three weeks in the role, due to demonstrated expertise and capability. » Recognition: Awarded "Best in Support" in 2019 for outstanding performance and contributions to team success.

ONELIVECustomer Service Specialist & Dispute Specialist

Dec. 2014 - Oct. 2015Austin, Texas · On-siteCollaborated with all departments and third-party vendors to resolve customer issues. Resolved fraudulent or disputed charges on behalf of the organization while partnering with Chief Technology Officer (CTO) and third-party vendors to prevent fraud and keep disputed payments below 1%. Partnered with CTO to create procedure workflows and developed inner-office resource content