Jerry Sparks | UserConf

Jerry Sparks started the topic How do you keep your customer care team happy and excited to come to work? in the forum General Discussion 2 years, 4 months ago

I was really curious to continue a discussion from the biggest challenge thread that @carter gibson and @molly started. Wanted to just pull that out into a new topic (hope i’m not stepping on your toes, […]

Jerry Sparks replied to the topic What's your personality type (INFP, etc)? in the forum General Discussion 2 years, 4 months ago

INFJ but always very moderate on all parts and mine changes every time I take it.

I have generally become much more introverted as I get older; though, when I’m feeling comfortable and in a pleasant state I can […]

Jerry Sparks replied to the topic How do you get customer feedback to the product team? in the forum General Discussion 2 years, 4 months ago

My co-founder told me something very important early on in my support career: “Treat the product team as your client. Listen to what they want and how they’d like it presented.”

I’ve tried very hard to follow […]

Jerry Sparks replied to the topic What's the angriest YOU'VE ever been as a customer? in the forum General Discussion 2 years, 4 months ago

The angriest I’ve been in a while was definitely when dealing with United Airlines. Basically, they failed to tell us about a flight update that made our departure several hours earlier. This started a chain of […]

Jerry Sparks replied to the topic How do you define 'Success' for a Support team? How do you measure this? in the forum General Service Discussion 2 years, 6 months ago

Our User Operations (UO) team of three has actually been discussing this as our sprint goal over the past couple of weeks. Currently, our overall ticket load gives us a bit of flexibility to not focus on driving […]

Jerry Sparks started the topic How do you define 'Success' for a Support team? How do you measure this? in the forum General Service Discussion 2 years, 7 months ago

I’m curious how different teams (and Customers for that matter) articulate what exactly is “good” or “quality” Customer Service and Product Support.
How do you and your team define Success? What things do you […]

Jerry Sparks replied to the topic What should our forum guidelines be? in the forum General Service Discussion 2 years, 7 months ago

I like the first two guidelines.

I would definitely need to think more carefully about what I write if this content is for public consumption; but, I think it would be fine. I can pinky swear, too I’m glad […]

jerry replied to the topic Founding members – introduce yourselves! in the forum General Service Discussion 2 years, 7 months ago

Hi All! I’m Jerry Sparks and I am the founding member of the User Operations Team (Product Support, Customer Service and many other Customer related duties) at Asana. I’ve had a rich history of various Customer […]

@jerry