Robert Rice Email & Phone Number

Washington, United States

I engage daily in assisting members with their account inquiries, guiding them through financial transactions, and addressing concerns with patience and professionalism. I take pride in explaining financial products, resolving issues, contributing to members' satisfaction and overall financial well-being.

Kennewick, Washington, United States

Led the development of training materials, KPIs, and streamlined processes for a new department, ensuring effective onboarding and consistent performance standards. Conducted quality analysis, identified areas for improvement, and promptly addressed team feedback. By implementing strategic measures, I achieved a significant increase in project success rate. I acquired extensive industry knowledge and utilized customer management platforms to enhance customer assistance.

Kennewick, Washington, United States

Proactively identified and addressed brand issues by developing standardized operating procedures and valuable resources for efficient and consistent execution of processes. I assumed responsibility for overseeing a global safety program, including resource development, process establishment, reporting, and metrics control. Played a crucial role in maintaining customer trust, promptly reported offensive content from Alexa-enabled devices, preventing potential breaches and ensuring a secure user experience. I was accountable for assessing and resolving scenarios that negatively impacted customer trust in Amazon’s digital products and services, restoring confidence in the brand.

Kennewick, Washington, United States

As a promotions and process improvement leader, I provided invaluable support and guidance for promotions in NA/SA marketplaces and In-App Over the Air updates. With a focus on maintaining the highest quality standards, I created compelling promotion content and effectively communicated promotion details, equipping customer service teams with the necessary information and tools to handle customer inquiries efficiently. By offering strategic guidance to business teams, I ensured flawless execution, a seamless customer experience, and minimized customer service contacts. I also implemented process improvements through a ‘Lessons Learned’ approach, enhancing visibility, tracking sustainability, and user-friendliness. Additionally, I actively sought feedback from stakeholders to evaluate program management performance, enabling continuous improvement and ensuring comprehensive project support.

Kennewick, Washington, United States

In my role, I delivered valuable insights and recommendations to product teams based on extensive research and understanding of customer experiences. I leveraged diverse data sources, including customer feedback, contacts, reviews, and social media, to extract valuable insights. I enhanced tools like Textminer, Heartbeat, Sprinklr, and SketchEngine, and developed Heartbeat dashboards for business partners. These dashboards allowed partners to track customer sentiment, explore key themes, and monitor market trends independently. This empowered them to make informed decisions and reduced reliance on voice of customer resources.

Kennewick, Washington, United States

In my role, I created a comprehensive reporting document for social media quality specialists, improving productivity by 85% and reducing reporting time from 6 hours to just 30 minutes. I collaborated with senior leaders to establish quality measures and ensure consistency across global social media teams. Additionally, I delivered comprehensive launch training for the public relations program, providing ongoing support for over 6 months. I created a reporting tool in Sprinklr to identify abandoned posts, reducing Average Handling Time and improving abuse detection. As an influencer approver, I managed risks and reputation on social media. I streamlined the Influencer approval process by 80 hours per month and developed CSA assessments for effective hiring. I updated Grease Monkey scripts for improved customer assistance and served as a Kaizen Team Representative for process improvement. Finally, I collaborated on an intuitive form to track Non-Productive Time, enhancing visibility and accountability.

Kennewick, Washington, United States

I identified and resolved defects in a feature, enabling users to utilize content and account management through the website. I collaborated with the developer team to successfully launch the web application in Q4 2016. As the citizen trainer, I delivered training to multiple social media new hire classes, equipping them with the skills for success. I developed targeted content and lesson plans to support struggling CSAs, regularly updating materials to reflect industry trends. I generated weekly reports on CSA quality and performance, highlighting areas for improvement. I integrated CSA feedback into quality reviews and collaborated with leadership to address gaps in processes and behaviors, continuously improving performance.

Sunnyside, Washington, United States

I handled cash exchange transactions, ensuring accurate and efficient processing. I managed time cards for payroll, maintaining precise records of employee hours. I excelled in balancing large sums of money, demonstrating strong attention to detail and accuracy. Working with Microsoft Office was a daily part of my responsibilities, utilizing various applications to accomplish tasks efficiently. I provided exceptional customer service, ensuring customer satisfaction through effective communication and problem-solving skills.

Sunnyside, Washington, United States

I warmly greeted new customers and provided assistance with their purchases and requests, ensuring a positive entertainment experience. I adeptly operated various machines as part of my responsibilities. I diligently organized displays to enhance product visibility and attract customer attention. Additionally, I managed cash transactions, demonstrating strong money handling skills. I also excelled in food preparation and cooking, consistently delivering high-quality meals. Taking food orders and ensuring accurate and timely delivery was another aspect of my role. Furthermore, I efficiently scheduled and coordinated birthday parties, ensuring memorable celebrations for customers.