Elijah

Results-driven professional with extensive experience in Content Moderation, Credit Operations, Customer Support, and Sales. Skilled at managing high-volume workloads, resolving complex issues, and ensuring compliance with policies. Strong administrative expertise to keep teams running smoothly. Recognized for problem-solving, process improvements, and mentoring team members while consistently delivering accurate, high-quality results.

Content Moderator at Tech Mahindra (2025-11 – 2026-03)

• Evaluated and flagged content that violated platform policies, supporting the removal of harmful material through Task Crowdsourcing (TCS).
• Contributed to administrative functions, ensuring smooth and efficient team operations.
• Designated as the team Point of Contact (POC), overseeing attendance tracking and providing direction on moderation guidelines and issue resolution.
• Maintained an average handling time (AHT) of 24.64 seconds while monitoring and reviewing 600+ content items per shift, achieving 99% accuracy in detecting policy violations.
• Reduced content escalation issues by 15% through proactive guidance and team support as POC.

Account Specialist at Credit Glory LLC (2024-02 – 2025-05)

• Delivered high-volume email support, resolving client inquiries promptly while maintaining strong accuracy and customer satisfaction.
• Processed agent requests within SLA, providing clear, reliable solutions and ensuring consistent on-time completion.
• Reviewed client data, verified information, and ensured compliance with internal policies and regulatory standards.
• Acted as a Subject Matter Expert (SME), supporting team members with complex cases and process guidance.
• Trained new hires, providing process education, system walkthroughs, and ongoing support to ensure productivity and quality standards.
• Managed administrative tasks, including data entry, inbox management, and records maintenance with a high level of accuracy and organization.
• Triaged and prioritized incoming requests, escalating complex or sensitive issues to appropriate teams to ensure timely resolution.
• Maintained and updated client records, ensuring data integrity and audit readiness.
• Contributed to process improvements by identifying workflow gaps and enhancing support and administrative procedures.

Customer Support Specialist at Concentrix (2023-08 – 2023-10)

• Delivered high-quality support to drivers, resolving account, trip, and app issues efficiently while meeting service-level targets with speed and accuracy.
• Demonstrated strong problem-solving skills by identifying issues, providing effective solutions, and minimizing escalations to enhance overall customer experience.
• Maintained accurate case documentation and supported administrative processes, ensuring proper tracking, reporting, and compliance with company standards.

Advertisement Operations Associate at DFern BPO Solutions (2023-11 – 2024-02)

• Published and maintained job postings on the company website using Madgex, ensuring accuracy, consistency, and quality of content.
• Performed administrative tasks such as data entry, document organization, record maintenance, and tracking of job postings to support daily operations.
• Coordinated with internal teams to ensure job listings were processed, updated, and posted efficiently according to company standards.
• Assisted the team in handling incoming inquiries and job posting requests from partner universities, ensuring timely and accurate responses.
• Managed and responded to emails and chats using Microsoft Outlook and Microsoft Teams, while reviewing, editing, and preparing job advertisements submitted by universities.

Sales & Customer Support Specialist at Teleperformance (2021-10 – 2022-12)

• Drove revenue growth by guiding customers through product selection, upselling, and cross-selling based on their needs.
• Delivered exceptional customer service by resolving concerns efficiently, strengthening client trust and retention.
• Provided accurate product, service, and pricing information to support informed purchasing decisions and increase conversion rates.
• Streamlined the sales process by assisting with purchases, upgrades, and returns, ensuring a seamless end-to-end customer experience.

Sales & Technical Support Specialist at Alphared Management Solutions (2020-07 – 2021-01)

• Delivered multi-channel sales and technical support (chat, email, SMS, phone), identifying customer needs, troubleshooting issues, and driving product recommendations to support conversions and satisfaction.
• Managed high-volume interactions by resolving inquiries and complaints efficiently, maintaining service quality, meeting performance targets, and ensuring accurate case documentation.

Bachelor of Science in Information Technology – Far Eastern University (2014 – 2020)