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Rachel Bullen

Rachel Bullen

Global Operations - Customer Experience, Social Media

Wish

United States, us

Hard-working, driven and enthusiastic individual. Very organized and detail oriented, with a strong ability to think out of the box and apply unique creativity to complex problems. Has had many years of experience in customer service, specifically in fast-paced startup environments. Passionate about technology and helping peo...

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Wish

Global Operations - Customer Experience, Social Media

- Online reputation management through social media channels and review sites.
- Management of customer support issues on Wish social accounts - Twitter, Facebook, Instagram, Tumblr, Pintrest.
- Ownership of Zendesk Customer Support queues.
- Propose new ideas for improvements and new features for the internal UI.
- Work closely with product team to streamline app flows to simplify the customer experience.
- Triage, validate, and escalate emerging customer issues and agent issues to the appropriate team.
- Manage issues by filing bug reports, discovering potential new features and writing new canned responses.
- Maintain 85%+ CSAT score across all outsourced teams; teams include 1,000+ agents.
- Source and onboard social management platform for CS social team.
- Allstar of the Quarter Award 2016