Global Operations - Customer Experience, Social Media
October 2015 — Present
- 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