Experience

OpenWeb (formerly Spot.IM)

• Supervisor, Trust and Safety

  • Feb 2017 - Present

  * Experience in managing/coordinating Content Moderation team members which include the following tasks: * Workforce management on internal remote teams consisting of 30 Core team members, 14 UK Team Members, and 5 French Team members. * Assisting in sourcing, hiring, and training talents from Upwork for the role of Content Moderator. * Auditing / Quality check on reviewed contents of internal remote teams. * Point of Contact for training and quality between outsourced operation team leads/moderators and the company. * News Commentary moderation on globally known publishers. Show less



UrbanSitter

• Technology, Information and Internet
• 200 - 300 Employee

• Remote Team Coordinator

  • Jul 2016 - Present

  * Creating and inspiring team environment with an open communication culture * Communicating and enforcing team goals set by San Francisco Team * Motivating team members * Listening to team members’ feedback and relaying the information to the San Francisco Team Lead * Communicating challenges and changes to the San Francisco Team Lead * Managing the PH User Operations Wiki page * Supplying Daily Logs based on Roles and Responsibilities to each PH team member * Attending remote trainings with San Francisco Team members * Train PH team members on new tasks as well as train new PH team members on existing tasks * Arranging shift coverage when a member takes leave * Answering low- to mid-level questions from team members * Initiated and created a performance based metric to measure the number of profile per hour worked by each support specialist. * Created performance based measurement questions for Quality and Assurance scoring. * Monitoring daily staffing and adjusting schedule changes based on requests from Support Specialists. * Answering Tier 1 to Tier 2 email questions and inquires from Urbansitter members. * Review sitter video application. * Review and moderate sitter profiles. * Review Facebook group request approval from sitters. * Respond to sitter's email inquiries via Zendesk. * Review sitter's payment method and account upgrade. Show less


Ningbo Chennan Garments
• China
• Import & Export
• Director Of Strategic Partnerships

  • May 2018 - May 2019


Airtasker

• Australia
• Technology, Information and Internet
• 100 - 200 Employee

• Team Captain

  • May 2016 - May 2018

  Guidance and supervision of 13 contractor employees in a remote environment. Coached, motivated, trained, developed and guided employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices. Utilized strong knowledge of customer systems, and leadership skills to oversee and guide employees to meet performance and customer service objectives. ♦ Administered performance management by diagnosing improvement opportunities, provided effective feedback, trained and utilized corrective action plans to meet operational objectives. ♦ Conducted hiring and training to on boarding agents. ♦ Conducted team meetings on policy and procedure update. ♦ Streamlined departmental operations and training processes, increasing efficiency and harmony ♦ Provided performance reviews and developmental feedback on a weekly/monthly/quarterly/annual basis ♦ Analyzed data to identify trends and behaviors from a performance standpoint and made recommendations for improvement. ♦ Review and moderate Airtasker's front end portal and Freshdesk tickets. Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Dell Technical Support Representative

  • Sep 2014 - Jun 2015

  ♦ Assisted technicians of Small Medium Business clients in requesting replacement parts under warranty. ♦ Assisted end users of Employment Purchased Program clients in troubleshooting and requesting replacement parts under warranty. ♦ Monitored case of service tickets being issued to customers who requested for parts replacement assistance. ♦ Make follow up calls or send email to customers being disconnected from the chat portal. ♦ Ensured that customers are satisfied with the service provided by making follow up calls and sending follow up emails. ♦ Ensured customer satisfaction by continuously monitoring the completed service request cases.♦ Remotely assisted none technically inclined customers.♦ Helped company attain the highest customer service ratings (as determined by external auditors) Earned 100% Customer Satisfaction marks in all categories including communication skills, listening skills, problem resolution and politeness. Show less

• America Online Community Action Team Moderator

  • Jan 2014 - Sep 2014


Stream Global Services
• United States
• Outsourcing/Offshoring
• 700 & Above Employee
• America Online Community Action Team Moderator

  • Oct 2009 - Jan 2014

eTelecare Global Solutions
• United States
• Outsourcing/Offshoring
• 300 - 400 Employee
• America Online Community Action Team Moderator

  • Sep 2007 - Oct 2009


AOL Member Services Philippines, Inc.

• Real Estate

• Community Action Team Moderator

  • Sep 2006 - Sep 2007

  ** Continued employment through acquisition from e-Telecare Global Solutions, Stream Global Services and Convergys.Reports Analyst♦ Developed and presented weekly, monthly, quarterly and annual productivity reporting, with a focus on KPI to support leadership data analytics needs.♦ Rebuilt, expanded and improved all legacy reports on new reporting platform using Microsoft (MS) Excel application.♦ Consistently self-managed and independently motivated ahead of expectations in providing new data solutions to company.♦ Created, Rebuilt, expanded and improved a centralized break timer monitoring and reporting tool which reduced 100% lost hours and achieved 100% compliance from agents.♦ Created an automated productivity generation tool which improves 90% of data collection procedure from 1 week to one hour.♦ Conducted ongoing performance tracking and success metrics for agents to consistently increase productivity.♦ Directly supported Senior Team Manager and Operations Manager with data analysis.Community Moderator ♦ Appointed as Point of Contact for the client and for the department who manages escalations issues when leadership team is unavailable.♦ Manages executive escalation cases from client and managers by reviewing and crafting appropriate responses and actions.♦ Volunteered, co-created and managed the AOL CAT Wikipedia an internal site used by agents as reference for CAT Policies and Procedures.♦ Educate members about AOL Terms of Service agreement, online safety and account security.♦ Assist members who cannot access their account/s due to a violation committed by a screen name on the account♦ Secure and Suspend, or Terminate Accounts for violations of TOS♦ Host Kids only Chat rooms and monitor kids only Message Board postings♦ Add, re-add and remove screen names from WhiteSpam list♦ Moderate Chat and Instant Message reported by AOL members♦ Moderate member profiles, images, videos, contents of message boards and news commentary areas. Show less

• Member Operations Support Team Credit Investigator and Dispute Specialist

  • Jun 2006 - Sep 2006

  ♦ Fraud Affidavit - processing of credit issuance after receiving the affidavit sent upon fraudulent claim on an account♦ NSF (non sufficient funds) - reviewing members' requests for NSF credit and determine whether or not the charges incurred were result of an AOL billing anomaly♦ CMAP (Commitment and Monitoring Penalty) - responsible for checking, issuing credits as well as forgiving penalty fee based on eligibility♦ Address Change - helps to ensure that AOL has the correct address on file for members. By correcting the addresses on letters sent by AOL such as CARE and collection letters as well as detailed billing statements, this helps AOL to be able to collect payment for AOL membership and associated fees♦ Billing Inquiries – reviewing and processing mostly highly escalated AOL Billing issues thru Softheon♦ Risk Free Credit (RFC) – reviewing credit eligibility for the money-back guarantee promo for 90 day accounts Show less

• Member Account Services (Billing) Customer Care Consultant

  • Feb 2006 - Jun 2006

  Assisting AOL members thru chat via an Internet based customer service application (Talisma) by answering members’ concerns regarding Account information, payment method and price plan changes and updates, ASQ updates and creation, resetting of passwords and Secondary Billing Contact addition and removal

• Technical Customer Care Consultant

  • Feb 2005 - Feb 2006

  Assisted AOL members thru chat via an Internet based customer service application (Talisma) by answering members’ technical queries about AOL’s content and features and other Windows issues that are related to the AOL client.



Christian Charismatic Ecumenical Ministries International Academy (Formerly C.E.M.I Learning Center)

• Computer Teacher

  • Jun 2001 - Mar 2005

  ♦ Educated Pre-School, Elementary and Secondary education level students by teaching basic and intermediate computer literacy and basic computer programming. ♦ Volunteered in providing computer facility maintenance and technical support for both software and hardware issues. ♦ Spearheaded the creation of the computerized grading system which reduced the amount of time in computation of student grades from 2 days to 1 hour. ♦ Educated Pre-School, Elementary and Secondary education level students by teaching basic and intermediate computer literacy and basic computer programming. ♦ Volunteered in providing computer facility maintenance and technical support for both software and hardware issues. ♦ Spearheaded the creation of the computerized grading system which reduced the amount of time in computation of student grades from 2 days to 1 hour.



Mega Computer College

• College Instructor

  • Jun 2001 - Mar 2002

  ♦ Educated college students by teaching fundamentals of basic programming, graphics and web designs. ♦ Seated as a member of the tribunal panel of reviewer for the college theses. ♦ Educated college students by teaching fundamentals of basic programming, graphics and web designs. ♦ Seated as a member of the tribunal panel of reviewer for the college theses.