Matt Davis

I build the tooling support teams run on.

Eight years in CX operations, five of them shipping production automations. Most recently I owned Zendesk end to end for about 150 agents at Robinhood, and wrote the Python and SQL that kept the rest from turning into manual work.

I have worked the queue, so I know which manual step is worth automating. I can also write the thing, take it through testing and deployment, monitor it, and leave a runbook behind instead of handing it off at launch. From Louisville, living in Chicago, and looking for CX systems and automation work.

mattcmyk@icloud.comGitHub

Selected work

01

An internal ticketing system

Robinhood. Intake and SLA design

Internal application issues had no intake path of their own, and not all of them were Zendesk work.

Built the system that takes them in and routes them, then held 95% SLA adherence against it.

02

Compliance you can measure

Robinhood and Upside. Reg E, CCPA, GDPR

Reg E disputes and CCPA and GDPR data subject requests carry deadlines the organization has to meet and then prove it met. Tracked by hand across teams, that fails quietly: you find out you missed a window afterward.

Automations linking Zendesk to internal systems that measure adherence as the work happens and surface a request before it runs past its window, so compliance is something reported rather than assumed.

03

Duplicate-ticket merging

Robinhood. Python, Zendesk REST API

On a ~150-agent desk, two agents would routinely pick up the same issue in parallel.

A scheduled service that detects duplicates and merges them through the REST API, taking hours of repeated work off agents and administrators every week.

04

Zendesk to Salesforce migration

Robinhood. Platform

The support organization had to change platforms without losing history, continuity, or response times.

Led object and field mapping, data migration, and cutover planning across every affected team. SLA came through the cutover unchanged.

05

SLA attribution for transferred tickets

Robinhood. SQL

Tickets that moved between teams broke per-team SLA numbers, so staffing decisions were running on bad data.

A model of transfer-based ticket ownership that produces accurate team- and agent-level metrics for staffing and prioritization.

06

Provisioning and bulk outreach

Robinhood. Python

A weekly account provisioning and outreach run cost an hour of manual work every time it came around.

Scripted end to end, with monitoring and a runbook. The same run went from 60 minutes to under five.

Experience

2025–26

Robinhood

Tooling Manager, Chicago

Owned Zendesk end to end for ~150 agents across four teams, and led the support organization’s migration to Salesforce.

2020–25

Upside

Operations Specialist, Washington, DC

Shipped internal tooling in JavaScript that cut cost per ticket by 30%. Put account context in front of agents in Zendesk, which raised one-touch resolutions by 25%. Wrote the 50+ help articles behind a 15% deflection lift.

2019–20

Remine

Customer Support Team Lead, Tysons Corner, VA

Built the Zendesk–Jira integration and introduced a deflection chatbot. Onboarded the team on SQL and Zendesk.

2017–18

Cision

Customer Support Representative, Beltsville, MD

Technical support across the product suite in Salesforce and Zendesk, plus ownership of at-risk accounts.

On the side

iOS

Slotted

Swift, native iOS. On the App Store

Turns Apple Reminders into real calendar blocks using a deterministic, unit-tested scheduling engine. No backend, no accounts, no network calls.

Tools

CX platforms
Zendesk administration (triggers, automations, business rules, macros, SLA policies, custom fields, marketplace apps), Salesforce, Jira
Automation
Python, SQL, JavaScript, REST APIs, webhooks, Zapier, Workato, Retool
Compliance
Reg E, CCPA, GDPR, data subject request workflows
AI
Agent workflows and custom skills on the Claude and OpenAI APIs, MCP
Web
Node.js, React, Git, HTML and CSS