Content Moderator
Competence Call Center / Telus
Total years of experience :23 years, 3 Months
• Independently developed and created strategic in-station dynamic PowerPoint presentations
• Exclusively investigated and analyzed Excel & csv ‘On Road Hours’ performance metrics
• Appointed by Station Manager to project manage daily package returns
• Multitasking during daily debriefing and management of 60-120 delivery associates
• Accurately reporting daily key performance indicators (KPIs) from multiple KPI dashboards
• Assisting colleagues/supervisors with English language reports in Microsoft Word, Outlook & Excel
• One of top 20% of CSAs promoted into EU Last Mile Transportation Operations Control team
• Maintained one of the highest team performance statistics of 90-130 successful calls per day
• Integral member of focus groups to streamline current obstacles and challenges
• Independently edited & improved ‘Carrier Operation Management Platform’ training module
• Appointed by superiors as ‘Subject Matter Expert’ to train new employees in the customer service
• Multitasking inbound delivery associate calls in order to efficiently and effectively resolve issues
• Converted to permanent Amazon employee after 3-month temporary outsourced contract
• Provided professional call center assistance while resolving 50-100 customer calls per day
• Successful troubleshooting and problem-solving of customer complaint and issues
• Effectively resolved 10-30 customer email/chat complaints and issues per day
• Consistently achieved one of the best ‘Negative Response Rates’ (<18%) ratings in the team
• Awarded the ‘WOW recognition' award for going above and beyond the call of duty
• Dedicated customer relation management led to increased gross yearly sales by 25% (2008-2015)
• Strengthened average profit margins between 8 to 12% by streamlining costs
• Optimized sales conversion ratios up to 22% in 2015
• Overhauled and improved client relations, customer experience & loyalty initiatives
• Solidified business-to-business (B2B) and business-to-consumer (B2C) relationships
• Streamlined sales strategies and increase sales conversion rates
• Planned and executed staff recruiting, employee training and staff development
• Designed, programmed and managed corporate website and social media channels
• Increased sales from start-up to USD $350, 000 in 18 months
• Achieved customer contact rates from start-up to an average of 50 per month
• Delivered last two year’s gross profit 6% above projections
• Designed and registered company name, logo and brand
• Project management to establish and develop key B2B and B2C partnerships and SLAs
• Created and maintained B2B and B2C communication channels
• Established a consistent and sustainable source of clients
• Full-cycle sale representative
• Attended on-line and face-to-face sales and general inquiry contacts
• Planned, organized and executed tours and travel arrangements
• Awarded 'salesperson of the year' for 2003 and 2004.
Poverty & inequality ; * Human development; * Human rights legislation; * Professional ethics; * Fie
Child development; * Death & dying; * Learning & conditioning; * Research methods & ethics; * Percep
