Customer Experience Operations · Human-in-the-Loop AI

Janackeh
Blackwell.

Senior Customer Support Associate at Zoro, building human-in-the-loop AI workflows that make support faster, more accurate, and more human — so people stay in the loop for the work that takes judgment.

Explore my work Connect on LinkedIn Download resume

Pronounced Jan-uh-kuh · Denver & Los Angeles · Open to remote

The principle

AI in support should do all the time-consuming, repetitive tasks so humans can remain the warm human element in the relationship.

I'm a senior customer support associate who's at my best when the case is hard — the ones that have already broken a process, a deadline, or a relationship. My goal is to move from resolving individual customer issues into the work that prevents them: customer experience operations.

That through-line runs through my whole career. I started in 911 dispatch, triaging emergencies under pressure, then carried that composure into insurance claims and mortgage processing — investigating files, enforcing standards, and coordinating across underwriters, closers, realtors, and vendors. I proved I could run operations when I lifted property occupancy from 78% to 96%, then retooled for tech: a software engineering fellowship, an open-source fellowship at Sauce Labs, and hands-on AI building for support.

At Zoro, working complex cases has clarified what I want next: the systems side of customer experience, where I help prevent repeat issues instead of only resolving them one at a time.

Selected work

AI workflows I've built for support.

Human-in-the-loop tools that handle the repetitive parts — search, summarization, verification — so people stay focused on judgment, empathy, and complex resolution.

AI Operations Copilot · Built for ApartmentIQ

Signal — AI Operations Copilot

A working prototype built specifically for ApartmentIQ's AI Operations Lead role: an AI triage-and-drafting layer for support tickets, CS call notes, sales call summaries, and data-quality complaints, with human review, confidence scoring, and an evaluation dashboard modeled on ApartmentIQ's real scale — 40M+ units tracked, 250+ proprietary collectors. Same human-in-the-loop pattern as my call-note and mispick workflows below, applied to a new domain.

LLM PromptingHuman-in-the-Loop QAEvaluation Dashboards
Try the demo → GitHub →
Human-in-the-loop AI · Featured

AI-Assisted Call-Note Drafting

A Gemini Gem that turns AI call-transcript summaries into clean, consistently formatted CRM notes — a Subject line plus a 1–3 sentence Call Summary. The rep reviews, edits, and posts. Designed to capture every relevant detail consistently without removing human judgment.

GeminiFive9 Agent AssistNetSuite
Try the demo → Read the case study →
Prompt design

Customer Email Prompt Library

A prompt library that drafts brief, empathetic, ownership-driven customer emails — aligned to core CX values across delayed shipments, marketplace confusion, RMAs, refunds, and upset customers.

ChatGPTPrompt Design
Investigation · Human-in-the-loop AI

Mispick Verification & Part Search

An evidence-first investigation workflow that turns “you shipped the wrong item” into a root cause — true mispick, packaging change, vendor substitution, customer error, listing error, or variation confusion. Compares what was ordered against what was received, spec by spec, and classifies the case. Started as a Gemini Gem for verified part search; grew into a full mispick playbook.

Gemini GemOrder managementRoot Cause Analysis
Try the demo → Read the case study → GitHub →
Quality & CSAT

QA Call-Language & CSAT Playbook

Reusable call language for greetings, holds, ownership statements, transfers, and closings to improve consistency — plus tested closing language to lift CSAT survey participation.

QA StandardizationCSAT
Concept · Future state

AI Call-Coaching Dashboard

A proposed concept: an AI call-analysis surface (Plaud-style) that turns call transcripts into coaching signals — trends, recurring friction, and improvement opportunities for the rep and the team.

ConceptCoaching
Concept · Future state

"Apple-style" Agent Workspace

A proposed concept: redesigning the support agent workspace around clarity, focus, and intelligent triage — fewer tools, better signal, calmer work.

ConceptWorkspace Design

The journey

From triage under pressure to systems thinking.

  1. Mar 2026 — Present

    Senior Customer Support Associate · Zoro

    Senior-level support in a blended phone-and-email queue, resolving complex cases end-to-end while building AI tools and standardized processes to make support work faster, more consistent, and more accurate. Daily across NetSuite, Five9, Five9 Agent Assist, and Gemini.

  2. Nov 2025 — Mar 2026

    Escalation Specialist · Zoro

    Stretch specialization handling escalated, high-impact customer situations and sensitive issues requiring higher-level problem-solving, ownership, and an investigative approach to case resolution.

  3. Aug 2023 — Oct 2025

    Customer Support Representative · Zoro

    Frontline support on a high-volume queue across order questions, returns, shipping, and product issues — building the credibility that earned rapid early promotions.

  4. 2022 — 2023

    Open Source Fellow · Sauce Labs

    Selected fellowship building open-source tooling around Selenium, mentored across content, software QA, and development. Stack: Vue.js, Express, Node.js, MongoDB, Strapi.

  5. 2020 — 2022

    Mortgage Loan Processor · Keller Mortgage

    Processed purchase and refinance loans, coordinating across loan officers, underwriters, closers, title, insurance, and appraisal providers — driving loans to on-time closing.

  6. 2014 — 2016

    Property Manager · Greenleaf Management

    Managed two communities (174 and 66 units) including staff, budgets, vendors, and turns. Increased occupancy from 78% → 96% at one community and 80% → 99% at another.

  7. Earlier

    911 Dispatch · Insurance Claims · Mortgage Files · Operations lineage

    Started in 911 emergency dispatch — triaging emergencies under pressure — then carried that composure into insurance claims and mortgage file review. A genuine lineage for investigations, RCA, and Trust & Safety work.

Throughout: Founder, Black Tech Denver (Sep 2022 — Present) — building community for underrepresented people in tech through career and social networking.

Roadmap

What I'm learning.

A focused certification path backing the CX/Ops + human-in-the-loop AI work — not a pile of badges, but the credentials that matter for the roles I'm building toward.

In progress

ChatGPT Prompt Engineering for Developers

DeepLearning.AI · Andrew Ng & Isa Fulford · free · ~1h40m

Reinforces the prompt-design thinking behind my call-note workflow — summarizing, transforming, and iterating on LLM output with a human review step.

Next

ITIL 4 Foundation

PeopleCert · exam in ~6 weeks

The baseline service & support-operations credential — the keyword recruiters filter CX/Ops roles on. Prepping via LinkedIn Learning + Udemy Business.

Exploring

Lean Six Sigma Green Belt

Accredited body · IASSC / ASQ

Process-improvement and root-cause analysis credibility for CX/Ops and RCA work.

Optional

KCS v9 · AWS AI Practitioner · Azure AI Fundamentals

Knowledge management & broader AI-ops

Credentials to pursue depending on which roles I target next — knowledge management, or deeper AI-ops fluency.

Capabilities

What I bring to a CX/Ops team.

Support & CX Operations

  • Customer Experience Operations
  • Complex Case Resolution
  • Root Cause Analysis
  • QA Standardization & Scripting
  • CSAT Optimization
  • De-escalation
  • Customer Empathy
  • Order Management & Logistics
  • SLA Ownership

AI & Tooling

  • Human-in-the-Loop AI for Support
  • Gemini / Custom AI Assistants
  • ChatGPT
  • Prompt Design & Templates
  • AI-Assisted Call Summarization
  • NetSuite
  • Five9
  • Five9 Agent Assist

Systems & Methods

  • Process Improvement
  • Continuous Improvement
  • Lean Six Sigma (DMAIC)
  • Problem Management & CAPA
  • Postmortems
  • Knowledge Management (KCS)
  • Data-Driven Decision Making
  • Dashboards & Reporting

Leadership & Community

  • Community Building & Leadership
  • Mentorship
  • Cross-Functional Collaboration
  • Executive Communication
  • Stakeholder Management
  • HTML / CSS / JavaScript

Let's connect

Growing internally at Zoro — open to CX Operations, AI-enabled support, and logistics/order-management roles.

Recruiters, hiring managers, and collaborators welcome. Always open to a conversation.

Email janackeh@gmail.com LinkedIn /in/janackeh GitHub github.com/janackeh