Customer Care Representative

• Sep 2023 - Present

Quality Assurance Specialist

• May 2020 - Sep 2023

Conducted daily multilingual quality audits to ensure high standards were consistently met by using various ticketing and quality management systemsProvided technical and language support to Content ModeratorsConducted personal and grouped coaching and training sessions for new hiresConducted weekly project meetingsRaised innovative ideas to improve operational and quality efficiencyAssisted on cross‐vendor synchronisation efforts to address and close gaps in order to meet client expectationsEscalated operational and quality issues when necessary to ensure high standards Prepared daily and weekly written and verbal reports to the client Show less

Customer Service Specialist (Content Moderation)

• May 2020 - Jul 2021

Enforced adherence to community guidelines ensuring users' compliance for a safe online environment (Languages used: English, Spanish)Conducted thorough investigations and resolved client inquiries to ensure resolutions that meet all the expectationsProvided technical support to new joinersParticipated in weekly meetings, actively contributing insights

Tourism Manager

• Jun 2016 - Dec 2019