John Mackey

* Solve complex problems experienced by users of Intuit QuickBooks products. * Educate users on how the product works and how to effectively use it manage their business. https://johnmackey.carbonmade.com/

* Used Invision to build a simulation of an existing QuickBooks feature for use in care agent training and knowledge base. * Used Sketch to create mock-ups, diagrams, and data visualizations to be used in presentations. * Used QuickBase to build a case escalation system that kept customers informed of the status of their case, as well as the ability to contact the case owner directly. This closed a gap in the user experience when their case was escalated. * Use account data, case data, customer calls, agent focus groups, and user surveys to research and identify root cause for various QuickBooks Payments call drivers. * Call and email users to ask them about different problems and experiences to gain first hand voice of the customer insights. * Troubleshoot, find workarounds, and document hundreds of product issues in the form of JIRA tickets to engineers, and knowledgebase articles to internal and external customers. * Facilitate cross functional meetings to identify and address QuickBooks Payments VOC. Tier 1 & 2 support for QuickBooks and Point of Sale software -