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wajeeh makkieh, Online content moderator

wajeeh makkieh

Online content moderator·TP Turkey

Jordan

Bachelor's degree, نظم معلومات ادارية

Work experience

Total years of experience: 14 years, 2 months

Online content moderator

June 2025 - Present

TP Turkey

Istanbul, Türkiye

June 2025 - Present

Reviewing user-generated content to ensure compliance with platform policies
Identifying and removing harmful, inappropriate, or violative content
Escalating complex or sensitive cases to senior moderators
Monitoring community interactions to maintain a safe environment
Providing clear documentation and tagging for reviewed content
Reporting trends, repeated violations, and potential risks
Company industry:
Business Process Outsourcing (BPO)
Job role:
Administration

content moderator

June 2025 - January 2026

Teleperformance

Istanbul, Türkiye

June 2025 - January 2026

Reviewing user-generated content to ensure compliance with platform policies
Identifying and removing harmful, inappropriate, or violative content
Escalating complex or sensitive cases to senior moderators
Monitoring community interactions to maintain a safe environment
Providing clear documentation and tagging for reviewed content
Reporting trends, repeated violations, and potential risks
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

call center supervisor

April 2024 - June 2025

Teleperformance

Istanbul, Türkiye

April 2024 - June 2025

Supervised daily operations and ensured full system and equipment readiness.
Monitored team KPIs (AHT, FCR, CSAT, Adherence) and provided real-time coaching.
Managed employee scorecards and aligned performance with departmental goals.
Handled escalations and maintained smooth communication with other departments.
Improved call flow efficiency and enhanced overall customer satisfaction.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

Call center supervisor

April 2024 - June 2025

TP Turkey

Istanbul, Türkiye

April 2024 - June 2025

Supervised daily operations and ensured full system and equipment readiness.
Monitored team KPIs (AHT, FCR, CSAT, Adherence) and provided real-time coaching.
Managed employee scorecards and aligned performance with departmental goals.
Handled escalations and maintained smooth communication with other departments.
Improved call flow efficiency and enhanced overall customer satisfaction.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

customer support representative

October 2023 - April 2024

Teleperformance - Turkey

Istanbul, Türkiye

October 2023 - April 2024

Enhanced customer satisfaction by efficiently addressing and resolving
inquiries in a timely manner.
•
Streamlined call flow processes for more efficient response times and
increased productivity.
•
Improved first-call resolution rates with thorough issue analysis and effective
problem-solving techniques.
•
Reduced average call handling time, ensuring prompt service to customers
while maintaining quality interactions.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Call center representative

October 2023 - April 2024

TP Turkey

Istanbul, Türkiye

October 2023 - April 2024

Handling inbound customer calls and providing accurate, efficient, and friendly support.
Resolving customer inquiries and issues while maintaining high satisfaction levels.
Recording interactions and updating customer information in the system with full
accuracy.
Following scripts, procedures, and service standards to ensure consistent, high-quality
service.
Achieving performance targets related to quality, average handling time, and customer
satisfaction.
Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

sales representative customer service

May 2023 - August 2023

esvita

Istanbul, Türkiye

May 2023 - August 2023

Company industry:
Other Healthcare Services
Job role:
Customer Service and Call Center

MEDICAL SALES CONSULTANT

May 2023 - August 2023

Esvita

Istanbul, Türkiye

May 2023 - August 2023

• Documented client interactions, sales and pitches delivered in CRM system.
• Maintained routine communication with clients to assess overall satisfaction, resolve
complaints, and promote new offerings.
• Analyzed and improved marketing initiatives to meet consumer needs, drive sales and
expand client base.
• Facilitated upselling by cultivating productive relationships with clients, doctors office
staff and clinical center personnel.
• Prepared and delivered product presentations and answered questions about \[Product
or Service\] to increase sales.
Company industry:
Other Healthcare Services
Job role:
Sales

Sales Representative

June 2022 - May 2023

NONDO Vitamins

Istanbul, Türkiye

June 2022 - May 2023

Increased sales by offering advice on purchases and promoting additional
products.

Dealing with customers and managing their sales and shipping information through the call center
Company industry:
Other Healthcare Services
Job role:
Customer Service and Call Center

SALES REPRESENTATIVE

June 2022 - May 2023

NONDO Vitamins

Istanbul, Türkiye

June 2022 - May 2023

• Increased sales by offering advice on purchases and promoting additional products.
• Achieved monthly sales goals by promoting product benefits and enrolling new clients.
• Retained excellent client satisfaction ratings through outstanding service delivery.
• Trained and mentored new sales representatives.
Company industry:
Sales Outsourcing
Job role:
Sales

Shipping Officer

September 2020 - June 2021

EON

Amman, Jordan

September 2020 - June 2021

Exporting shipments, dealing with customs brokers, issuing & tracking airwaybill through
a specific account at DHL, Aramex
Company industry:
1352
Job role:
Logistics and Transportation

DENTAL SHIPPING DEPARTMENT OFFICER

September 2020 - June 2021

Eon

Amman, Jordan

September 2020 - June 2021

• Worked closely with direct managers to maintain optimum levels of communication to
effectively and efficiently complete projects.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
Company industry:
Other Healthcare Services

CALL CENTER SUPERVISOR, SUPPORT TEAM AGENT/REPRESENTATIVE

October 2016 - February 2018

CCC

Riyadh, Saudi Arabia

October 2016 - February 2018

• On floor supervisor for the technical, readiness for service.
• Following up the attendance of agents and work to address any lack of attendance
based on the approved schedule to ensure the provision of sufficient number of agents
for that shift.
• Following up the agent productivity and performance based on labor standards,
providing a reports for the direct manager.
• Making sure that our agents/representative meet the KPIs so we can reach the
requested service level.
• Monitored call quality and provided individual constructive feedback to enhance
performance and address areas in need of improvement.
• Escalate tickets or cases.
• Handling the escalated calls.
• Keep contacting other technical departments to get full information about any general
problem up to date.
Company industry:
Construction & Building

technical support super visor

October 2010 - February 2018

STC

Riyadh, Saudi Arabia

October 2010 - February 2018

Saudi telecom in Riyadh):

•Supervisor of the technical support team of ADSL and FTTH July 2014 _ February 2018
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

CALL CENTER OPERATIONS SUPERVISOR

July 2014 - October 2016

STC

Riyadh, Saudi Arabia

July 2014 - October 2016

• Handling the team work and following up the performance, productivity and
attendance of the agents Handling the technical issues for customers by my team
through chatting media and phone calls using Avaya software Receiving the cases
which have been escalated to me by my team to deal with it or to escalate it forward
• Back office assistant, using Huawei fiber activation system.
• Developed quality employees within call center to take over leadership positions.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Call Center Agent

October 2010 - July 2014

Saudi Telecom Company - Stc

Riyadh, Saudi Arabia

October 2010 - July 2014

•ADSL and FTTH technical support and network monitoring, all through the call center October 2010 - July 2014
Company industry:
Telecommunications
Job role:
Support Services

CALL CENTER AGENT

October 2010 - July 2014

STC

Riyadh, Saudi Arabia

October 2010 - July 2014

• Delivered exceptional customer service to every customer by leveraging extensive
knowledge of technical services which is related to ADSL and FTTH and creating
welcoming, positive experiences.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Call Center Agent

July 2009 - October 2010

TEData

Amman, Jordan

July 2009 - October 2010

ADSL technical support by handling inbound calls and emails
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

ADSL TECHNICAL SUPPORT

July 2009 - October 2010

TEData

Amman, Jordan

July 2009 - October 2010

helping the customer for troubleshooting their technical issues for the DSL and home
networks by phone, mails plus Network monitoring at night shift to ensure that our service
and our signal is not affected by any general problem and to keep in touch with specific
NOC departments
Company industry:
Internet & E-commerce
Job role:
Customer Service and Call Center

COMPUTER MAINTENANCE

March 2009 - June 2009

Tıme Technology

Amman, Jordan

March 2009 - June 2009

PC assembly, dealing with software and hardware problems
Company industry:
IT Services
Job role:
Information Technology

Trainee

October 2008 - December 2008

Iraq UNESCO

Amman, Jordan

October 2008 - December 2008

Company industry:
International Humanitarian Organization
Job role:
Engineering

IT HELP DESK TRAINEE

September 2008 - October 2008

Iraq UNESCO

Amman, Jordan

September 2008 - October 2008

helping end-users in the office with what they are facing with their computers
• Increased training efficiency by working closely with supervisor and coworkers, asking
questions, and giving honest, detailed feedback.
• Attended training courses to build an understanding of processes, techniques, and
industry.
Company industry:
International Humanitarian Organization
Job role:
Information Technology

Education

جامعة الزيتونه

August 2009

August 2009

Bachelor's degree, نظم معلومات ادارية

Jordan

Zaitoneh University

January 2009

January 2009

Bachelor's degree, Management Information Systems

Jordan

Al- Zaitoneh University

June 2008

June 2008

Bachelor's degree, Management Information Systems

Jordan

Skills

SUPERVISORY SKILLS
Expert
SUPERVISORY SKILLS
Expert
TECHNICAL SUPPORT
Expert
TECHNICAL SUPPORT
Expert
TELECOMMUNICATIONS
Expert
TELECOMMUNICATIONS
Expert
TUTORING
Beginner
TUTORING
Beginner
READ
Intermediate
READ
Intermediate
teamwork
Expert
teamwork
Expert
service center
Expert
service center
Expert
Customer Service
Expert
Customer Service
Expert
Customer Support
Expert
Customer Support
Expert
BUSINESS PROCESS OUTSOURCING
Intermediate
BUSINESS PROCESS OUTSOURCING
Intermediate
COLLABORATION
Intermediate
COLLABORATION
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
HEALTHCARE SERVICES
Intermediate
HEALTHCARE SERVICES
Intermediate
INTERPERSONAL COMMUNICATIONS
Intermediate
INTERPERSONAL COMMUNICATIONS
Intermediate
LOGISTICS
Intermediate
LOGISTICS
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PROBLEM SOLVING
Intermediate
PROBLEM SOLVING
Intermediate
TELECOMMUNICATIONS
Intermediate
TELECOMMUNICATIONS
Intermediate
WORKFLOW MANAGEMENT
Intermediate
WORKFLOW MANAGEMENT
Intermediate

Languages

Arabic

Expert

English

Expert

Turkish

Intermediate