Requests
9
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Work Background
TELUS International EuropeContent Moderator
Nov. 2018Barcelona y alrededores, España-Analyzed and reviewed content flagged by users or AI on social media platform talking into consideration company's policies ensuring compliance with client policies and community standards.
-Staying up-to-date with changes in platform features, community standards, and relevant legal considerations.
-Identifying and removing content that includes hate speech, violence, illegal activities, or other prohibited material.
-Collaborated with other team members to discuss content trends and share insights on potential risks.
-Conducted root cause analysis and calibration of complex situations to improve efficiency and accuracy.
-Reported to management on performance and actions to improve efficiency and accuracy.
-Developed and implement customized content moderation strategies tailored to each client's unique needs and goals.
-Utilized analytics tools to identify trends and patterns in online behavior, and provide actionable insights to improve client engagement and customer satisfaction.
SELLBYTEL Group SpainIt helpdesk Tier 2
Sep. 2017 - Oct. 2018Barcelona y alrededores, España-Handle escalated support issues from Tier 1, providing efficient and effective solutions
-Determine if issues are new or existing, and utilize your specialized knowledge to implement long-term fixes
-Collaborate with Tier 1 agents to enhance their problem-solving skills and provide valuable insights
Straddle the technical world of IT and customer service, ensuring a positive and satisfying experience for our clients
-Stay up-to-date with the latest technologies and trends in the IT industry to continuously improve our support offerings.
SELLBYTEL Group SpainTier 1 helpdesk
Nov. 2016 - Sep. 2017Barcelona, Catalonia, Spain-Answer incoming requests for IT assistance via phone, email, or online chat systems
-Ask probing questions to understand the nature of the issue and log these details accurately
-Resolve simple to moderate technical problems with speed and accuracy, aiming for first-contact resolution
-Escalate more complex issues to Tier 2 support in a timely manner, providing all relevant details
-Keep clients updated on the status of their queries, managing their expectations.
-Collaborate with colleagues across different support teams, fostering a positive team spirit
TecnocasaSales Associate
Nov. 2015 - Aug. 2016Barcelona, Catalonia, Spain
La Rocola, C.A.Técnico de pagos
Jun. 2010 - Jul. 2015Maracaibo, Estado Zulia, Venezuela-Verify and process invoices and payments in the accounting system.
-Communicate with suppliers to resolve billing and late payment issues.
-Review and reconcile supplier account statements.
-Coordinate with other departments to obtain supporting documentation for payments.
-Ensure compliance with company policies and procedures regarding accounts payable.
-Verify and process invoices and payments in the accounting system.
-Communicate with suppliers to resolve billing and late payment issues.
-Review and reconcile supplier account statements.
-Maintain a high level of efficiency in accounting processes related to accounts payable.
La Rocola, C.A.Head of Customer Success
May. 2007 - Jul. 2010VenezuelaAs Customer Success Specialist i was responsible for guiding and supporting customers throughout their journey with a product or service, with the goal of maximizing customer satisfaction and loyalty. Some of the key responsibilities were: -Customer Support: I acted as a liaison between the customer and the company, addressing any issues or concerns that may arise. This included resolving standard queries, providing timely solutions, and ensuring that the product meets the customer's needs.
-Data Analysis: analyzed customer data to gain insights into their behavior and needs. Monitored customer health scores and identify opportunities for improvement or growth within customer accounts.
-Cross-Functional Collaboration: Worked closely with various teams within the organization, such as sales, marketing, product development, and support.
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