TikTok Quality Assurance Analyst Oct 2023
- Present Optimization of Metrics: Enhanced CGVR accuracy (95% to 100%) and TCOR (83.6% to 97.14%) for key projects such as M2M and Misleading AI.
- Leadership and Training: Trained new team members and organized workshops, boosting team metrics and cohesion. Project Management: Coordinated global transitions across teams (Dublin, Mexico, India, Lima, and Bogotá), improving accuracy and operational alignment.
- Strategic Projects: Implemented replicable process improvements, achieving measurable success in critical projects.
TikTok Content Moderator Jul 2022 - Oct 2023
- Performance Improvement: Elevated content moderation accuracy from 75% to 90%, maintaining an AHT below 12 seconds.
- Process Optimization: Spearheaded advancements in deceptive content and Fact Check queues by developing tool and policy feedback.
- Recognitions: Earned "Best Performer" (Spot Bonus) and "ByteStyles Champion" awards for operational excellence. Mentorship: Guided new team members through shadowing sessions to enhance quality assurance processes.
YOMobile Logistics and Quality Assurance Coordinator Sept 2021 - Jun 2022
- Process Design: Implemented efficient procedures from scratch, optimizing departmental operations.
- Operational Management: Increased daily order capacity from 250 to 800 through optimized production and logistics planning.
- Quality Control: Implemented measures to identify and reduce fraudulent or duplicate orders.
- Customer Service: Resolved logistical inquiries with a satisfaction rate above 90%. Team
- Leadership: Managed and motivated a 4-member team to meet and exceed key objectives.
YOMobile Customer Success Analyst Customer Apr 2021 - Sept 2022
- Satisfaction: Consistently maintained weekly satisfaction scores above 80%.
- Ticket Management: Resolved 150+ customer tickets daily with a focus on quality service.
- Recognition: Received 5+ positive reviews weekly in AppStore and PlayStore.
