Samantha McPherson

Samantha McPherson is an Associate Manager of Customer Support at Nexon America.12 She is also a certified Zendesk administrator.1 In her role, McPherson has been instrumental in improving Nexon's customer service operations and implementing Zendesk solutions.

Professional Background

Samantha McPherson has demonstrated experience in the computer and video game industry, particularly in customer support roles.2 At Nexon America, she has been involved in:

• Managing customer support operations
• Implementing and optimizing Zendesk solutions
• Improving customer satisfaction (CSAT) scores
• Streamlining ticket management processes

Achievements

Under McPherson's leadership, Nexon America has seen significant improvements in their customer service metrics:

• A 114% increase in CSAT score after implementing Zendesk1
• Handling over 200,000 email tickets and 60,000 chat sessions annually1
• Reducing response times to well below their 18-hour SLA, typically responding in 10 hours or less1

Expertise

McPherson has shown particular expertise in:

• Zendesk administration and optimization
• Customer support management
• Implementing efficient workflows and triggers
• Training support agents on new systems

She has also completed the Zendesk Certification exam, which has enhanced her understanding of advanced admin features and boosted her confidence in managing the platform.1