Rachel Pulice
Austin,TX
Summary
Accomplished User Experience Researcher with over 6 years of customer facing experience seeking to transition into a Customer Support role. Adept at understanding user needs, providing exceptional customer service, and resolving issues effectively. Proven ability to analyze user feedback, communicate clearly, and foster positive relationships. Experienced in utilizing various tools and methodologies to enhance customer satisfaction and drive product improvements.
Overview
5
5
years of professional experience
Work History
User Experience Researcher
I-PRO Americas
12.2023 - 09.2024
- Managed customer relationships to ensure high-quality deliverables aligned with internal standards and project requirements.
- Conducted quarterly reviews with clients to discuss their needs, provide insights, and offer tailored solutions to achieve desired outcomes.
- Spearheaded initiatives to enhance customer experience, such as launching a new portal design that aligned with user’s workflows.
- Led user testing sessions and workshops for customers, enhancing their knowledge and utilization of the product, resulting in a 40% increase in user proficiency.
- Collaborated with cross-functional teams, including sales, product, and marketing, to ensure seamless onboarding and adoption of new features.
User Experience Researcher
DealWorthIt
01.2024 - 08.2024
- Created and maintained comprehensive customer success plans, aligning internal resources and ensuring timely execution of deliverables.
- Utilized CRM tools to track customer interactions and maintain accurate records, contributing to data-driven decision-making.
- Successfully managed a portfolio of over 10 clients, driving a 20% increase in customer retention and satisfaction.
- Analyzed customer feedback and usage data to identify trends and issues, providing insights to improve product and service quality.
- Conducted regular follow-up with customers to ensure their satisfaction and to promote positive relationships.
Manager
The Coffee Bar DC
11.2019 - 11.2023
- Built and maintained strong, long-lasting client relationships through regular communication, personalized support, and proactive problem-solving.
- Resolved an average of 30+ customer inquiries per day, ensuring timely and accurate responses to increase customer loyalty.
- Trained and mentored new team members, fostering a collaborative and supportive work environment.
- Handled customer inquiries and complaints, providing solutions and ensuring a positive customer experience.
Education
Intercultural Studies
Biola University
Skills
- Customer Relationship Management
- Data Analysis and Reporting
- Training and Onboarding
- User Interviews and Testing
- Customer Feedback Analysis
- Customer Advocacy
- Salesforce
- Zendesk
- Microsoft Office
- Adobe Suite
Timeline
User Experience Researcher
DealWorthIt
01.2024 - 08.2024
User Experience Researcher
I-PRO Americas
12.2023 - 09.2024
Manager
The Coffee Bar DC
11.2019 - 11.2023
Intercultural Studies
Biola University
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