Richard Gabriel Oliva

Onboarded and trained BPO teams on TikTok’s technical products and internal tools, contributing to improved support accuracy and faster issue resolution.

• Demonstrated sharp analytical ability to differentiate between system bugs and product communication gaps, enabling accurate triage and resolution paths.
• Effectively communicated technical findings with Engineering for timely bug fixes, while also educating Tier 1, Tier 2, and Account Management teams to address non-technical misunderstandings or product design behaviors.
• Acted as the primary point of contact for cross-functional (XFN) teams seeking business support or collaboration, effectively bridging gaps between stakeholders.
• Led training efforts as Head Trainer, onboarding all new Technical Product Support (TPS) hires and enabling full independence within 4 weeks through streamlined training programs.
• Built and leveraged a strong internal network across Product Management, Operations, Engineering, Tier 1 & Tier 2 Support, and Policy teams to deepen product understanding and accelerate issue resolution.
• Authored and maintained Wiki for both TPS and XFN teams, ensuring consistent knowledge sharing and operational efficiency.
• Conducted domestic and international travel to lead product training sessions for regional teams, enhancing global product knowledge alignment.
• Designed and implemented the team's ticket routing structure, aligning assignment logic with business priorities and team member expertise.
• Maintained a 97% SLA compliance rate since 2022, personally resolving over 5,000+ tickets, excluding those supported during training or shadowing sessions.
• Rapidly adapted to TikTok Shop’s fast-paced changes, updating internal processes and retraining the team as needed to ensure alignment with evolving product requirements.
• Partnered closely with Product Managers to improve Seller, Creator, and Buyer experiences, using insights from ticket data and customer feedback to drive product enhancements.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Analyzed high priority issues to identify troubleshooting methods needed for quick remediation that customers face during live streaming such as Audio/Video/UI issues.
• Monitored various channels for high priority and urgent alerts that affect RTC services for TikTok’s co-host and multiguest feature (Live) while maintaining our SLA over 98%.
• Main POC in charge of deployment, migration, upgrades, and using Jenkins to build and push images to our image registry for our service deployments.
• Monitored system performance to identify potential issues.
• Was a key contributor in deploying webRTC services and provision of new nodes (over 500+) in various regions for better RTC experience.
• Used Kibana, metrics and other internal tools to visualize data trends that impacts our customers
• Debug service logs within our service containers and nodes.
• Work cross functionally with different local and overseas teams while making sure to maintain and protect user data.
• Trained new hires.
• Delivered Tier-3 support and SME input to internal and external customers.

• Investigating cases opened by clients and also internal cases.
• Analyzing end to end logs ( Streaming servers - AdServer - SDK - UI's - API ) necessary in solving customers tickets.
• Investigating logs on AWS Athena / AWS CLI.
• Creating knowledge base articles for new hires.
• Training new hires in regards to industry standards and AdsWizz technical architecture.

• Product owner for 2 core product as well as creating user guides, FAQs, Training, and etc.
• Managed escalation flow from support to engineering.
• Providing support to B2B and B2C customers while maintaining SLAs.
• Lead product testing initiatives on User testing leading to feature changes to ease customer experience.
• Substantial exposure to JIRA, Zendesk, Intercom, Hootsuite, CMS, Trello, and etc.
• Create and maintain agent/customer facing trainings and knowledge base using Zendesk.

• Worked cross functionally with various teams to improve Pinterest Ads platform experience.
• Handled Ad Delivery & Targeting, Ad Auction & Marketplace, Conversion Optimization, Ad Interfaces (Ads Manager & Bulk Editor), Billing.
• Making sure that the ads submitted adhere to our terms and services by collaborating and working with the policy & fraud teams.
• Working expertise with databases and job ticketing programs (JIRA, Zendesk, etc.).
• Trained 10+ new hires over the course of 2 weeks, improved training time by 1 week.
• Respond to and resolve 100+ advertiser support ticket inquiries within Salesforce for SMBs as well as provide real-time chat and Pinterest support on a weekly basis.
• Managed and trained India Vendor team to filter out escalations.

• Effectively unblocked over $4.5 billion dollars of ad spend as a team.
• Subject Matter Expert supporting APAC region for Delivery, Targeting, Dynamic-Ads, Reach and frequency, Neko, and Lift Ads related issues.
• Making sure that ads submitted adhere to our terms and services.
• Provided support to sales, engineers, and product via workplace as part of our ads education initiative.
• Analyzed data and spending trends of ads and figuring out why ads cease to deliver via Tableau, MySQL, and Presto.
• Effectively communicated bug resolution, workaround, and/or bug replication instruction.