Presentation: A Public Handbook: Building trust with the team, customers, and...
How do you build trust before you ever interact with others? A public handbook! Having a handbook publicly available provides lots of benefits including consistency for the team, being literally on the...
View ArticleSupport Driven Expo 2023: Day 1 Notes
Notes from Support Driven Expo day 1 talks and workshops that I attended. A Public Handbook: Building trust with the team, customers, and beyond If you want a full write-up, go see the blog post...
View ArticleSupport Driven Expo 2023: Day 2 Notes
Notes from Support Driven Expo day 2 talks and workshops that I attended. Empowering Support Teams: Practical AI Tips for Today’s Challenges Kenji Hayward, Front technology has always transformed...
View ArticleInternship for Learning: OKRs with Chief of Staff (Team) to CEO
Since I finished the first one, I have been doing a second internship for learning with the Chief of Staff Team to CEO. If you would like to know what an internship for learning is, and why I chose to...
View ArticleGetting better at resume writing: Results oriented job descriptions
Note: This a copy of the Notes Between Us post. I used to think I was good at resume writing. I recently realized I was okay, but not great at it. Considering my success rate, I’d like to say it was...
View ArticleReflection: The first half of my sixth year at GitLab: helping other (Support...
It’s a bit mind boggling to me that I’m talking about my sixth year at GitLab. It’s not quite been half (5 months), but as I’m internally transferring out of Support, I thought this was a good place to...
View ArticlePresentation: When Work Doesn’t Fit the Mold, a Chief of Staff Steps In
Originally presented at Support Driven Leadership Summit 2023 Oakland. Abstract When you have a lot of work that doesn’t clearly fit into the organization chart reporting lines, a Chief of Staff may be...
View ArticleSupport Driven Leadership Summit 2023: Day 1 Notes
Notes from Day 1 of Support Driven Leadership Summit 2023 Oakland. Two Heads Are Better Than One: How AI Can Work Together with Human Agents to Provide Superior Customer Support Andrea Silas AI is here...
View ArticleSupport Driven Leadership Summit 2023: Day 2 Notes
Notes from Day 2 of Support Driven Leadership Summit 2023 Oakland. It’s Okay to Be Human: How to Lead with Humility and Accountability Reagan Helms, Planning Center there’s no one way to lead...
View Article2023 Blog Year in Review
Another year, another look at the blog stats. I’ll do some comparison with last year’s stats as well. Posts 17 posts is 3 more than last year and reflects the additional events I went to this year. The...
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