Rhoda Uloko
London
Summary
Results-driven service and operations professional with 3 years of experience in E-commerce, client service, and process optimisation. Proven expertise in identifying process gaps and driving efficiency through data-driven insights. Adept at managing stakeholder relationships and resolving complex service issues, offering strong understanding of industry-specific processes. Committed to driving and enhancing organisational success.
Overview
4
4
years of professional experience
Work history
Subject Matter Expert (SME) - Service Resolution
TikTok
London
06.2024 - Current
- Managing end-to-end 100+ weekly product recall requests on the Safety Gate platform for UK and EU market, ensuring compliance with platform safety policies, regulatory guidelines and SLA timeline.
- Partnering with SOP Program Manager to identify and close gaps in standard operating procedures (SOPs) for the Creator line of business. As SME, compiled and documented process knowledge to develop SOPs for BPO, addressing recurring queries particularly for labels such as Sample Fulfilment and Beneficiary name modification, reducing DSAT and ticket resolution time.
- Providing oversight and quality assurance for product recall processes managed by BPO, ensuring compliance with platform guidelines.
- Regularly monitor and address failed seller registration cases via the Jumio site, clarifying rejection criteria to reduce registration errors and improve SLA compliance for BPO teams.
- Collaborating with moderation team to gain insights into new creator violations—such as Misleading Functionality and Effect, and addressing information gaps with account restriction labels, to enable creators adhere to platform guidelines and submit effective appeals.
- Collaborating with high-risk program leads, managing high-risk escalations on the seller and creator line of business to ensure prompt and risk-mitigating resolutions for sellers and creators.
- Contributing product modifications insights to Product and program leads, to support enhancement of platform features for new market launches.
- Escalated critical technical issues affecting creator and seller line of business to quality agents, providing necessary information to ensure priority issues were thoroughly investigated and resolved.
E-commerce Tier 2 Service Specialist
TikTok
London
05.2023 - 06.2024
- Point of contact for seller ticket queries on the TikTok Shop UK Seller's Forum to identify emerging trends within the seller line for further investigation.
- Resolved customer/seller/creator enquiries escalated by Tier 1 team, through established standard procedures and achieving daily targets with an average of 80 tickets.
- Identified root cause of customer issues through troubleshooting and providing appropriate feedback and resolutions in order to maintain customer satisfaction of over 75%.
- Reviewed and moderated instant messages appeals from buyers, categorising and flagging inappropriate messages under the correct classifications.
- Outlined issues reported and solutions provided into the knowledge management tool.
- Adhered to established procedures and guidelines, and Immediately implemented feedback from quality agents to ensure quality service delivery and that department standards are met and exceeded.
- Identified resolution blockers for key labels such as Commission not received, Creator rewards vouchers, and Free Sample Fulfilment. Providing actionable insights to QA and the SOP Program Manager, initiating investigations to address the challenges.
- Acted as POC for creator deactivation requests, processing 100+ weekly creator deactivation requests, ensuring all platform criteria were met and necessary compliance checks were completed.
Sales consultant
Safestore
London
01.2023 - 05.2023
- Built strong relationships with customers, resulting in repeat business.
- Maintained comprehensive knowledge of company's storage unit features and business operations in order to cater to customer's needs.
- Responsible for entering customer information into database and maintaining customer databases.
- Contributed to 30% of total sales by collaborating with team in achieving storage sales targets.
- Implemented promotional strategies for improved product visibility.
- Executed complete sales cycle process, from prospecting through to contract negotiations and closing.
- Actively participated in weekly sales meetings, offering insights and strategies to drive sales forward.
Customer Sales Advisor
Superdrug
London
11.2021 - 03.2022
- Addressed over 1000 customer queries concerning products within the store and effectively resolved them thereby improving customer retention.
- Processed refunds for customers or billing adjustments based on information from computerised billing system and customer feedback.
- Pursued target sales by promoting store weekly star-buys at till points.
- Carefully handled selection and packaging of 100+ pick-from-store orders for online customers which ensured customer satisfaction.
- Collaborated with team members to deliver a smooth and comfortable shopping experience for all customers.
Education
Bachelor of Science - Biochemistry
Landmark University
NigeriaMaster of Science - Management
Brunel University
LondonSkills
- Program & Project Support - Miro, Google sheets, Microsoft Office 2019
- Data Analysis & Reporting - Microsoft Office 2019, Aeolus
- Customer Success & Escalation Handling
- Stakeholder management
- Certifications & Training - Google Agile project Management - Coursera (In progress)
Timeline
Subject Matter Expert (SME) - Service Resolution
TikTok
06.2024 - Current
E-commerce Tier 2 Service Specialist
TikTok
05.2023 - 06.2024
Sales consultant
Safestore
01.2023 - 05.2023
Customer Sales Advisor
Superdrug
11.2021 - 03.2022
Bachelor of Science - Biochemistry
Landmark University
Master of Science - Management
Brunel University
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