Nancy McDonald

S

Chief of Staff · Customer operations · Zendesk

Cobalt Systems
Austin, TX · CT (UTC-6)
8+ years experience
Johns Hopkins University
English
Co-founderCollaborating
Messaging unavailable

Overview

I work on customer operations at Cobalt Systems in Austin. Ran the support program across 21 teams to launch on schedule. Before that: LinkedIn and Goldman Sachs. Most at home with Zendesk and automation. Yoga every morning.

Good reasons to reach out
  • Collaborators for my side project
  • People who want to build this with me
  • Thoughtful intros to people in my field
  • Speaking or podcast invitations
Please don't message about
  • Crypto token projects
  • Offshore staffing offers
  • Agency or outsourcing pitches

Replies on weekends

Skills
workforce planningZendeskautomationquality
Co-founderLooking for a co-founder
closes in 3 months

Looking for an operations co-founder for fleet telematics for nonprofits

The idea
Looking for an operations co-founder for fleet telematics for nonprofits
Stage
Early revenue
I bring
14 years in customer operations
Looking for
Commercial co-founder who has sold to enterprises
Commitment
Full-time now
Location
Austin or remote

I bring 8 years of customer operations (currently Cobalt Systems). Ideally you've led a design team. Pre-product, some customer interviews done.

Austin, TX · remote OKzendeskqualityworkforce planning
Open
CollaboratingLooking to collaborate
closes in 3 months

Looking for collaborators on an open-source automation toolkit

Project
An open-source automation toolkit
Skills needed
automation, Marketing
Time commitment
Weekends
Outcome
Published guide

Will credit everyone who contributes. Some groundwork already done.

Austin, TX · remote OKqualityworkforce planningautomation
Open

Experience

  1. Chief of Staff
    Aug 2024 - Present
    Cobalt Systems · 2 yr 2 mo · Full-time · Austin, TX
    • Launched operations in 13 cities.
    • Brought support first-response time from 13 hours to under 2.
  2. Program Manager
    Jan 2023 - May 2024
    LinkedIn · 1 yr 4 mo · Full-time · Austin, TX
    • Launched operations in 19 cities.
    • Cut cost per order by 17% with routing and staffing changes.
  3. Operations Associate
    Mar 2019 - Jan 2023
    Goldman Sachs · 3 yr 10 mo · Full-time · Austin, TX
    • Negotiated 499 commercial agreements a year.
    • Built the privacy programme for launches in 24 countries.

References

No references yet.

Education

  1. Johns Hopkins University
    MS, Mechanical Engineering
    2018 - 2020
  2. Virginia Tech
    BS, Mechanical Engineering
    2013 - 2017

Details

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What they are targeting for their next role.
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