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Work Background
TikTokQuality Analyst
Jan. 2022 - May. 2024Dublin, County Dublin, Ireland- Carrying out quality assurance work by evaluating the quality delivery of reviewed content in European markets
- Analyzing and summarizing root cause data
- Distributing QA reports to content quality center team members and serving as a liaison to ensure consistent quality measurements throughout the operation
- Collaborating closely with Local Operations and Safety teams and serving as a point of contact for policy-related questions, issues, and solutions
- Coaching and calibrating Content Moderation teams across Europe to ensure consistent adherence to operational policies and processes
- Constantly improving moderation policy and community safety
CovalenCommunity Operations Analyst
Mar. 2019 - Dec. 2021County Dublin, Ireland- Processing and reviewing flagged accounts to ensure compliance with policies
- Investigating reported escalations through multiple channels
- Collecting, analyzing, and applying relevant data and escalation trends to improve escalation processes and make recommendations for process, policy, and product improvements
- Validating, investigating, and responding to urgent or sensitive inquiries, as well as working on multiple projects
- Recognizing global, national, and regional trends and patterns
- Conducting content reviews for international and domestic cases under client supervision, adhering to client processes and procedures
- Receiving Best Performer and Colleague of the Month awards
eir IrelandReal Time Analyst
Aug. 2016 - Oct. 2018County Dublin, Ireland- Tracking call volume, key performance metrics, phone activity, schedule adherence, and staffing in real time
- Monitoring real-time performance to assist business areas in ensuring adequate staffing and making daily recommendations for adjusting staff schedules
- Monitoring the workflow of assigned departments in real time to ensure that deadlines are met
- Analyzing and communicating the effects on intraday contact center department performance
- Recognizing interdependencies, communicating with others, and coordinating efforts to resolve problems
- Providing support and guidance to contact center agents and supervisors
EirLoyalty & Retention
Jan. 2013 - Aug. 2016Dublin- Assist customers by answering and resolving inquiries.
- Accountable for individual sales and retention results, as well as meeting productivity targets and contributing to team KPIs.
- Taking ownership of issues to ensure successful resolution while comprehensively recording and tracking customer activity and back-end action for future use as a CRM tool.
- Outstanding performer in sales and retention challenges.
Full Tilt PokerSecurity specialist
Oct. 2012 - Dec. 2012Dublin, Ireland- Examining potentially fraudulent transactions (P2Ps, Deposits, and Withdrawals) and high-risk behavior in the online gaming environment (Poker) for fraud trends
- Applying skills (such as AML and KYC) to detect new fraud trends and mitigate risk while contributing to the development or improvement of processes and guidelines
- Communicating confidential account information between third-party processors and the client
- Handling sensitive information such as personal and financial information, such as credit card and payment account information
- Investigating suspicious game play (such as collusion, chip dumping, funnelling, joyriding, and voucher abuse)
- Resolving and following up on customer deposit issues such as NSF (insufficient funds), chargeback, and invalid bank account
- Checking personal documents for possible forgeries using several international databases
- Performing online payment reconciliation
Hewlett-PackardSales & Service
Dec. 2011 - May. 2012Dublin- Assisting customers by answering and resolving inbound inquiries about bank products such as credit cards and insurance policies
- Reporting and resolving customer complaints about late payments and credit limits
- Examining transactions and reconciling bank accounts
- Detecting and reporting credit card fraud
- Gathering, archiving, and categorizing data as a source for future reports
FujitsuIT Service Helpdesk Analyst
Nov. 2009 - Nov. 2011Lisbon Area, Portugal- Managing and taking ownership of customer incidents using a ticket system
- Managing Active Directory accounts
- Completing VPN configuration
- Supporting large international organizations by remotely resolving technical issues and assisting staff in multiple locations around the world
- Consulting on updating the existing knowledge base
Portugal TelecomTeam Leader
Jan. 2002 - Mar. 2010Lisbon Area, Portugal- Overseeing a team of more than 20 agents, including commercial, billing, and technical support agents
- Setting objectives and defining measurable KPIs, organizing the team according to workflow, creating schedules, reporting absences and HR issues, preparing individual and collective meetings, measuring performance and developing PIPs, suggesting promotions and developing career paths based on expectations
- Providing mentorship and training to team members
- Handling escalated issues and resolving conflicts
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