Core Competencies
CRM & Technical Tools: Salesforce (Advanced), Zendesk (Power User), Amazon Connect, Multi-channel Chat Systems.
Quality Assurance: Consistently ranked as a Top Performer; expert in adhering to strict QA rubrics and KPIs.
Platform Integrity: Content moderation, policy enforcement, and risk mitigation for high-traffic digital platforms.
Communication: De-escalation techniques, empathetic problem-solving, and efficient ticket lifecycle management.
Key Achievements
Top Performer & QA Lead (2019): Awarded "Best in QA" for maintaining a near-perfect quality score while exceeding daily ticket volume targets.
Platform Safety Specialist: Managed content moderation for a high-traffic global platform, ensuring 100% compliance with community guidelines and legal safety standards.
Workflow Optimization: Leveraged advanced knowledge of Zendesk and Salesforce to reduce average handle time (AHT) by streamlining internal documentation and response macros.
Multichannel Support Expert: Successfully managed a high-pressure environment utilizing Amazon Connect and live chat to maintain a 95%+ Customer Satisfaction (CSAT) rating.
Professional Experience
Content Moderation & Safety Specialist
Performed high-volume data and media moderation to ensure platform integrity and compliance with strict internal policies.
Identified and flagged emerging trends in policy violations, contributing to a safer user environment.
Senior Customer Support Representative
Provided 7 years of Tier 1 and Tier 2 support via chat, phone (Amazon Connect), and email.
Served as a Subject Matter Expert (SME) for Salesforce and Zendesk integrations, assisting tea-----------mbers with technical troubleshooting.
