A Day in the Life of Olivia Zerda-Andrews, Senior Manager, Customer Care

May 14, 2018

Here at ZenNation, we believe that leading with transparency helps us do our jobs better and fosters an environment of open communication. As a part of that mission, we want to showcase all of the cool things our team is working on to help demystify what working in technology really means. Our latest blog series, “A Day in the Life” spotlights what working at Zenefits is like for our employees. Continue reading for a snapshot of Olivia Zerda-Andrews’ daily routine as a Senior Manager on our Customer Care team in Tempe, Arizona. 
7:30 AM: I get into the Tempe, AZ office and head straight to the kitchen to make a cup of hot water with lemon. Drinking this while planning out my day, prepping for meetings and sorting my inbox is one of my favorite parts of the morning!
9 AM: I have 30 minutes set aside to meet with Gena, one of our Product Strategists for Payroll. Together, we will be collaborating on how Customer Care can help her make informed decisions about improvements and updates to our payroll product.
10 AM: A few leaders and I are working on developing a job rotation program here at Zenefits, so we meet to talk about next steps before the launch. We are excited about giving our employees more of an opportunity to help nail down their career paths.
11 AM: Part of my day always includes catching up on posts in our Customer Community. I love interacting with our customers to better understand how Zenefits is making their lives easier and hear about what they would love to see Zenefits build out next!
12 PM: Lunchtime! I head to the kitchen to grab a salad and some kombucha on tap. Our caterer has ice cream sundaes today too, so I have one of those for dessert 🙂
12:30: Time for my weekly one-on-one with a manager of one of my teams. We focus our discussion on how her team is doing, reviewing some high priority cases, and ensuring her team’s response time to our customers is on track. We strategize together on next steps and follow up items that we will check in on next week. Collaborating on a plan is on of the best ways to ensure change is made.
1 – 2 PM: I get to hang out with some ZeneKids! Due to schools closing for the #RedForEd movement happening in Arizona, we allowed employees to bring their children into work so they didn’t have to worry about finding someone to watch them. We had fun playing games and watching movies – plus, they love getting to help themselves to our office snacks.
3 PM: Our customer’s feedback is really important to me, so I like to review it frequently. I run a report on customer responses to our satisfaction surveys regularly to review what we’re doing well and how we can improve.
4: 30 PM: The day is done! I generally try to make it to a barre class before heading home to my fiance and house full of fur babies. I wrap up final emails, plot out my agenda for tomorrow, and head down to the parking lot with some colleagues moving in the same direction.