Priscilla Zinna
Summary
Multilingual customer support professional with over 5 years of experience in global tech operations, government services, retail, hospitality, and events. Proven ability to manage high-volume environments and handle complex escalations while maintaining service quality under pressure. Collaborated effectively with cross-functional teams, including policy, trust & safety, and operations, to enhance processes and standard operating procedures. Established a strong foundation in customer service through early roles in reception, retail, and hospitality during university studies in London.
Overview
9
9
years of professional experience
Work History
Global Support TikTok LIVE
ByteDance
London
06.2025 - Current
- Provide swift, high-priority support to Premium customers, responding within strict SLAs.
- Provided global operational support across IM chat (Premium) and offline ticket queues, ensuring a high-quality customer experience while consistently exceeding productivity targets (40–50 cases daily vs TPD target of 29).
- Identify recurring issues and collaborate internally to reduce time to resolution.
- Maintained strong performance standards, including zero valid escalations, consistently high quality audit results, and 90–99% utilisation throughout Q4, demonstrating reliability under pressure.
- Developed SOPs, supported onboarding, and translated documentation to improve processes, while organising the 2025 team-building summer event that achieved 100% participation.
Consulate Administrative Officer (TEMPORARY)
Italian General Consulate
London
03.2023 - 01.2025
- Examined over 100 documents daily, both in person and via post applications, identifying eight instances of potential fraud within a month, leading to the prevention of potential losses.
- Successfully collected sensitive data with government software from over 60 individuals per month at Italian unions in London using a biometric device, ensuring 100% data accuracy and compliance with data privacy regulations.
- Answered over 60 incoming calls per day while on shift for Prenot@mi (booking passport appointments), helping individuals resolve 80% of inquiries on the first call, and achieving a customer satisfaction rating of 95%.
- Managed passport office emails on Outlook, reducing the unread count from 400 to 20 daily by creating email templates and automatic replies, thereby enhancing response efficiency.
- Facilitated access to resources for individuals with immigration and welfare issues by coordinating with various offices.
Client Support Executive (TEMPORARY)
STR CoStar
London
11.2021 - 10.2022
- Resolved client inquiries via phone and email, facilitating clear communication and prompt issue resolution.
- Assisted clients with password resets and guided users through platform tools, improving user access and experience.
- Proactively managed and updated distribution lists for 20+ reports, ensuring accurate and timely dissemination of information to over 50+ recipients
- Maintained 100% confidentiality of all client information by adhering to strict data security protocols, exceeding company compliance standards
Facebook Marketing Expert
Meta Inc.
06.2021 - 10.2021
- Utilized Facebook , Instagram, WhatsApp to increase brand engagement, resulting in a 20% increase in social media followers and a 15% increase in website traffic for 3 key client accounts
- Guided clients in developing creative advertising campaigns using Meta Tools and Canva to enhance brand presence
- Evaluated past campaign performance, providing tailored recommendations that resulted in an average 12% increase in campaign ROI for 20+ clients
- Oversaw portfolio of 200 clients' monthly sessions for tailored marketing strategies
- Managed Salesforce CRM for email campaigns and case tracking, leading to a 10% increase in customer engagement
Customer Assistant - Bra fitter
Marks & Spencer
10.2017 - 10.2020
- Successfully Bra fitted 30 customers per day offering them an unique and personalised experience with a 95% positive feedback rating
- Trained 8 new colleagues on store procedures and customer service best practices, enhancing their productivity by 30% within first month.
- Supported other departments, including cafeteria, food hall, and womenswear, contributing to 10% improvement in overall customer service
- Supervised night shift over Christmas, managing team of 10 in ambience and fridge department to ensure smooth operations and customer satisfaction
Education
Bachelor's Degree - Business and Events Management
Anglia Ruskin University
London, ENG10-2021
Diploma - Hospitality Management (British A-Level)
Rocco Chinnici Hospitality School
Italy01-2013
Skills
- CRM systems experience
- Escalation Handling and Incident Resolution
- Continuous learning
- Cross-functional collaboration
- Proficiency in MS Office Suite
- Strong problem-solving and analytical thinking
- Experience with AI tools
- Bilingual communication
Timeline
Global Support TikTok LIVE
ByteDance
06.2025 - Current
Consulate Administrative Officer (TEMPORARY)
Italian General Consulate
03.2023 - 01.2025
Client Support Executive (TEMPORARY)
STR CoStar
11.2021 - 10.2022
Facebook Marketing Expert
Meta Inc.
06.2021 - 10.2021
Customer Assistant - Bra fitter
Marks & Spencer
10.2017 - 10.2020
Bachelor's Degree - Business and Events Management
Anglia Ruskin University
Diploma - Hospitality Management (British A-Level)
Rocco Chinnici Hospitality School