Content Management Specialist - TikTok - London, London
(2022-05)
Reviewed and assessed high volumes of user-generated content and cases against detailed platform policies, making consistent moderation decisions and applying sound judgement.
- Managed 500+ accounts and cases per day across multiple systems, prioritising workloads while consistently meeting productivity and quality targets.
- Monitored content and reader discussions for potential policy or legal breaches, identifying issues and flagging complex or sensitive cases to senior colleagues through the appropriate channels.
- Investigated escalated cases by reviewing available information, identifying key issues and determining the appropriate next step or escalation route.
- Identified recurring issues and patterns during content and case review, supporting consistent operational decisions and quality standards.
- Maintained accurate records across multiple systems, ensuring cases, actions and outcomes were documented clearly and consistently.
- Adapted quickly to changing policies, processes and requirements while maintaining accuracy, consistency and productivity in a fast-paced environment.
- Handled sensitive content professionally and confidentially, demonstrating resilience, attention to detail and sound judgement.
Customer Service Representative - Allianz Insurance - London, London
(2018-05 - 2022-04)
Handled high-volume customer enquiries, complaints and complex cases, investigating issues carefully to establish facts and identify appropriate resolutions.
- Reviewed customer information and case details before making decisions, maintaining accuracy, attention to detail and confidentiality.
- Took ownership of issues from initial contact through to resolution, resolving directly where possible and escalating appropriately when further review was required.
- Maintained accurate CRM records of customer interactions, actions and outcomes in line with service quality and GDPR requirements.
- Communicated policies, decisions and information clearly while adapting communication to different customer needs and circumstances.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Trained new hires for improved productivity and efficiency on job floor.
- Assisted customers in making informed decisions by providing detailed product information.
- Provided top-notch support for increased customer satisfaction.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
Customer Assistant - Sainsbury's - London, London
(2018-01 - 2018-04)
Provided professional customer service in a busy environment, responding to questions and resolving issues promptly.
- Worked efficiently during busy periods while maintaining service standards and attention to detail.
- Stocked shelves regularly for easy access to products by customers.
- Handled cash transactions accurately, enhancing trust between business and clientele.
- Monitored inventory levels routinely to avoid stock-outs or overstocking issues.
- Maintained a clean, organised workspace for the efficient operation of checkout area.
- Communicated daily offers to customers, promoting in-store deals and discounts.
- Collaborated efficiently with team members to maintain smooth store operations.
- Assisted customers with product selection to ensure satisfaction.
- Provided shopping advice based on customer needs fostering an engaging shopping experience.
- Handled returns and exchanges efficiently maintaining high standards of service amidst challenging situations.
- Operated till systems smoothly, streamlining check-out process for customers.
- Provided excellent customer service to ensure repeat business.
- Ensured health and safety regulations complied within work premises at all times.
- Dealt effectively with customer complaints, resolving issues professionally and amicably.
- Improved customer relations by promptly addressing queries and concerns.
- Handled cash and card payments with accuracy.
- Participated actively in staff meetings contributing valuable insights towards improving store performance.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Managed customer complaints with prompt, mutually beneficial resolutions.
