Eric Dahl

Experience

Apr 2023 – present
South Bend, IN
Developed data migration tools to transition content from Contentful to Strapi.
Designed and implemented front-end components using React.
Migrated DynamoDB schema to a relational database, enhancing performance.
Created internal ETL tools utilizing N8N for streamlined data processing.
Developed custom Strapi plugins to extend functionality.
Managed developer environments on AWS for optimal performance.
Contributed to the development of library.nd.edu and marble.nd.edu websites.
Led the adoption of Docker-based development environments to improve workflow efficiency.

July 2021 – Nov 2022
Chicago, IL
Developed and maintained data pipelines between distributors and Provi systems
Developed monitoring and reporting tools to support system reliability and uptime
Full Ruby on Rails stack

Apr 2020 – Mar 2021
Chicago, IL
Developed a RoR ETL application for a major audio streaming platform
Developed a RoR application to route inbound Zendesk tickets to specific queues for an education communication platform
Managed updates to existing JavaScript applications for a major exercise equipment company
Developed custom Zendesk apps utilizing modern frameworks, such as Vue.js and React, as well as backend integration app development, using Ruby and Python
Executed Data Migration of large volumes of data within set client timelines
Developed apps to assist with various client goals – for example, bringing the client’s CRM and order system inside of Zendesk for easier agent access, as well as creating custom PDFs for printing based on a client’s design
Maintained strong relationships with clients to collaborate and ensure their satisfaction with our services

Mar 2016 – Mar 2020
Chicago, IL
Led a team to develop an APEX tool for migrating clients from Desk.com to Salesforce, successfully transitioning over all clients before the EOL deadline
Developed JavaScript applications for Desk.com, enhancing integration with client systems and reducing manual data entry
Consulted with new customers, planning and executing data migrations into Salesforce, achieving 100% data accuracy and client satisfaction
Configured and administered client Salesforce and Desk.com CRM systems
Certified Salesforce Administrator

Mar 2014 – Mar 2016
Chicago, IL
Coordinated operations and systems consolidation of Groupon’s numerous customer service departments across the globe
Developed a proprietary Ruby app used to manage Groupon's 80+ Zendesk accounts from a single interface
Established and executed a project communication plan, monitored and tracked project milestones and deliverables
Developed dashboard to display live call center metrics on TVs in multiple locations across the globe, integrating data from multiple Zendesk instances, Cisco phone system and other sources

Sept 2011 – Mar 2014
Chicago, IL
Real time scheduling of 300+ customer service reps to flex coverage between e-mail and phone
Created an internal reporting server, allowing for reports on discrete events within the Zendesk ticketing platform
Oversaw the Zendesk widget design, which resulted in integrated internal and external APIs
Oversaw all Zendesk customization; brought all external customer service tools into widgets/apps
Customized an internal organizational software program
Process conception and development of internal escalation procedures

Apr 2010 – Sept 2011
Chicago, IL
Designed and implemented HTML, PHP, AJAX, and CSS widgets, integrating internal and external APIs
Led the customization of Zendesk, bringing all external customer service tools inside the platform
Developed custom internal organizational software
Managed and prioritized all internal requests for the software development team
Resolved high volume email and phone issues

July 2009 – Apr 2010
Chicago, IL
Led the development of a customized PHP-based e-commerce platform
Conceptualized and executed regular email and direct mail marketing initiatives
Designed, implemented, and deployed a web-based customer support ticketing system, resulting in a significant reduction in service response times from 1-3 days to 1-3 hours
Oversaw the production and streaming of live webinars for product launches and educational content

Sept 2008 – July 2009
Chicago, IL
Spearheaded project management for a cutting-edge, real-time internet bidding platform
Provided top-tier desktop and user support to a team of 40 professionals
Demonstrated expertise in Windows Server 2003 and Active Directory administration
Ensured the integrity of data backup and network security protocols

Sept 2007 – Sept 2008
Chicago, IL
Spearheaded the development of a cutting-edge E-commerce platform for a high-revenue website, yielding significant revenue growth
Conceptualized and executed targeted monthly E-mail and direct mail campaigns to drive engagement and conversion
Achieved a 25% increase in E-mail campaign open rates over a 6-month period, demonstrating effective campaign optimization
Implemented a double opt-in newsletter and marketing list to ensure compliance with data privacy regulations and enhance customer experience
Successfully recruited and managed a team of employees to drive business objectives and support company expansion

Oct 2005 – Dec 2007
Chicago, IL
Managed high volume inbound and outbound call center operations
Targeted the nightlife/entertainment sector in Chicago, primarily through cold calling
Estimated costs and supervised the installation of professional A/V systems
Led a team of 8 sales professionals
Provided comprehensive product and service training to the sales team
Designed and maintained the company website, utilizing SQL, PHP, and HTML
Implemented ongoing SEO strategies to improve website visibility
Oversaw the work of a data-entry clerk