Ola Timpson
About Ola Timpson
Ola Timpson serves as the Support Continuous Improvement Manager at Ideagen, a position held since 2022. With a background in support management and technical roles, Timpson has contributed to various improvements in service efficiency and team collaboration throughout their career.
Work at Ideagen Plc
Ola Timpson has been employed at Ideagen Plc since 2022, serving as the Support Continuous Improvement Manager. In this role, she focuses on enhancing support processes and improving service delivery. Prior to her current position, she held various roles at Ideagen, including Support Manager from 2018 to 2022 and Helpdesk Manager from 2016 to 2018. During her tenure, she contributed to significant improvements in service level agreements (SLA) and team collaboration.
Education and Expertise
Ola Timpson studied at the University of Exeter, where she earned a Bachelor of Science (BSc) degree in Mathematics with Computer Science from 2006 to 2009. Her educational background provides a strong foundation in analytical thinking and problem-solving, which she applies in her professional roles, particularly in support and continuous improvement initiatives.
Background in Customer Support
Ola Timpson has extensive experience in customer support and service management. Before joining Ideagen, she worked at Covalent Software Limited in various capacities, including Assistant Service Desk Manager and Technical Author. Her career in customer support began in 2010, and she has held positions that involved managing support teams, improving ticket management processes, and enhancing customer service tools.
Achievements in Process Improvement
Throughout her career, Ola Timpson has implemented several initiatives aimed at improving operational efficiency. Notably, she devised a new order grouping for support ticket views, which contributed to a 5% improvement in SLA. Additionally, she created a Zendesk link with four Jira instances to enhance collaboration between teams and managed the expansion of Zendesk usage across multiple departments.
Technical Contributions and Innovations
Ola Timpson has made significant technical contributions in her roles. She identified pain points in ticket management for engineers and developed an application to address these issues. Furthermore, she successfully imported acquisition legacy data through the Zendesk API, facilitating cross-skilling on products. Her efforts in implementing Zendesk Talk improved efficiency and reporting by migrating from 3CX.