Content Moderator

Jan 2024 - Present

Audited high-volume data to enforce policies and ensure brand safety. Managed risk mitigation and subjective decision-making processes. Produced analytical reports while maintaining data privacy and confidentiality standards.

Customer Service Representative

Jan 2023 - Jan 2024

Provided administrative and account support resolving billing, technical, and general inquiries. Managed a high-volume email inbox with a 24-hour SLA. Exceeded KPIs for quality assurance and average handling time for multiple quarters. Conducted online research to verify and update customer information.

Technical Support Representative

Jan 2018 - Jan 2023

Provided multi-channel troubleshooting and remote system management. Created technical documentation and managed CRM ticket lifecycles. Educated clients and solved problems analytically. Collaborated using Slack, Microsoft Teams, Zoom, Skype, and Discord. Ensured SLA and KPI adherence, handled crisis management, and maintained information security compliance.