Pricila Rice
Nashville,TN
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in assisting customers and working in 24/7 uptime environment.
Overview
5
5
years of professional experience
Work History
E-Commerce and Customer Experience Lead Specialist
Bubble Skincare
12.2021 - 01.2024
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assisted in Building out Customer Experience KPI's
- Assisted in Building SOP's for Customer experience
- Helped streamline repair processes and update procedures for support action consistency.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Responded to questions and reviews on our Review platform YOTPO
- Helped build out Product listings on Shopify
- Entered Product orders into our Fulfillment centers system for arrival
- Assisted on all held orders with the companies Fulfillment center
- Collected, arranged, and input information into database system.
- Assisted the Director of E-commerce with brainstorming initiatives for customer interaction and retention
- Facilitated knowledge transfer between team members through regular meetings, training sessions, and documentation.
- Owned SMS marketing and scheduling campaigns to target audiences during releases
User Support Specialist
TikTok
06.2020 - 11.2021
- Respond efficiently and accurately to users who reach out to TikTok for support while following up for more information to resolve the users' issue, triaging and escalating when necessary, and explaining possible solutions to ensure our users feel supported and valued
- Learn and utilize support tools and software appropriately
- Serve as the main point of contact for mid-level creators experiencing a range of issues on the platform such as account takeovers and creator partnerships
- Serve as the main point of contact for community and directly managed creators
- Met and exceeded department KPI's
- Helped improve the user support experience by writing and editing new macros for user support to use
- Assisted high profile users with TikTok’s Creator fund and implemented best practices for handling larger accounts
- Assisted with the training of current and new employees.
Organizer support specialist
Eventbrite
01.2020 - 04.2020
- Served as front-line customer service consultant accommodating needs of clients
- Worked with several departments across the organization to ensure client received timely and accurate service
- Alleviated problems for clients such as missing payments, event setup, and technical issues
- Worked with upper management to ensure appropriate changes were made to improve customer service
Merchant Support Agent
Postmates Headquarters
10.2018 - 11.2019
- Resolved customer and client issues via phone and email
- Developed strategies for the entire department to avoid future issues
- Serve as the point of contact for large brands using API integration such as Walmart
Education
Bachelors - Biology, Business
University of Tennessee
Knoxville, TNCertified Nursing Assistant Certification -
Robert Morgan Educational Center
Miami, FlSkills
- Activity Planning
- Compiling Data
- Artificial Intelligence
- Technical Operations Optimization
- Cross-functional Collaboration
- Time Management
- Project Management
- Performance Measurement
- Team Leadership
- Customer Service
- Training and Development
- Management Collaboration
Timeline
E-Commerce and Customer Experience Lead Specialist
Bubble Skincare
12.2021 - 01.2024
User Support Specialist
TikTok
06.2020 - 11.2021
Organizer support specialist
Eventbrite
01.2020 - 04.2020
Merchant Support Agent
Postmates Headquarters
10.2018 - 11.2019
Bachelors - Biology, Business
University of Tennessee
Certified Nursing Assistant Certification -
Robert Morgan Educational Center
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