Rekha Yadav

Detail-oriented professional with 4+ years of experience in high-volume content review, policy enforcement, and escalation management across enterprise environments. Proven ability to analyze large volumes of interactions daily — identifying patterns, flagging violations, triaging escalations, and maintaining complete audit trails — all while sustaining 95%+ accuracy and compliance standards. Experienced with CRM tools, structured documentation, and cross-functional coordination to ensure consistent enforcement of service and quality policies.

Brings strong analytical, communication, and decision-making skills essential for a high-throughput content moderation role.

Customer Support Specialist - Signify Innovations India Ltd - Noida

(2024-11)

• Reviewed and triaged 50–60 complex service tickets daily within SAP C4C, applying structured evaluation criteria to prioritize, categorize, and escalate cases based on severity and policy guidelines.
• Conducted meticulous root cause analysis (RCA) on escalated interactions from C-suite stakeholders, identifying systemic issues and recommending corrective actions — reducing repeat occurrences by 20%.
• Ensured 100% audit-trail integrity across all ticket interactions by maintaining thorough, accurate CRM records aligned with organizational data compliance protocols.
• Maintained 95%+ SLA adherence across 6+ months — demonstrating sustained accuracy and consistency in a high-volume, time-sensitive review environment.
• Identified 10+ recurring patterns of service deficiency through systematic interaction log analysis, translating findings into documented process improvement recommendations.
• Collaborated with cross-functional teams to validate business configurations and enforce workflow compliance, reducing configuration-related errors by 25%.

Senior Customer Care Executive - iEnergizer

(2023-07 - 2024-07)

• Processed 80–100 multi-channel customer interactions daily (voice, chat, email), applying consistent quality and policy standards to evaluate and resolve cases.
• Achieved 85%+ first-contact resolution rate and maintained 90%+ CSAT scores, reflecting high accuracy in assessing and responding to complex interactions.
• Documented and escalated patterns of non-compliant or deficient interactions; coordinated with team leads on corrective frameworks that reduced repeat contacts by 15% in 3 months.
• Served as a quality reference for junior team members on interaction standards, escalation protocols, and documentation requirements.

Customer Care Executive - iEnergizer

(2020-06 - 2022-01)

• Managed 60–70 daily customer interactions with documented 100% CRM record accuracy and compliance with audit protocols — foundational skills directly transferable to content moderation workflows.
• Rapidly mastered new product lines and service policies within 30 days, demonstrating fast adaptation to evolving content guidelines.

Bachelor of Arts - B.A. - School of Open Learning (SOL), University of Delhi (2022)