Areas of Focus Workgroup

Customer Support Areas of Focus workgroup description and overview


Property Value
Date Created 2020-11-02
Date Ended 2021-04-22
Slack #spt_areas-of-focus (only accessible from within the company)
Google Doc Areas of Focus Workgroup Agenda (only accessible from within the company)
Playlist of Meetings Areas of Focus Workgroup Playlist

KPIs that triggered this action

Service Level Agreement (SLA)

Exit Criteria

  • SaaS and SM has been coalesced in Zendesk
  • Tom A’s “Areas of Focus” initiative has been implemented

Roles and Responsibilities

Working Group Role Person Title Region
Facilitator Jason Colyer Support Operations Manager AMER
Executive Stakeholder Tom Cooney VP of Support AMER
Member Tom Atkins Support Engineering Manager (EMEA) EMEA
Member Jane Gianoutsos Support Engineering Manager (APAC) APAC
Member Ronnie Alfaro Support Engineering Manager (AMER) AMER
Member Cynthia Ng Senior Support Engineer (AMER) AMER


Last modified August 2, 2023: Fix support indexes (47f46c35)