Jaylord Delecano
Customer Service Professional with Customer/Technical Support and Content Moderation Expertise
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About
Dedicated and detail-oriented customer service professional with 2 years of experience in technical support and 7+ years of experience in content moderation. Experienced in phone, chat, and email support, technical troubleshooting, problem-solving, and handling customer concerns. Strong communication, analytical, multitasking, and adaptability skills, with a Bachelor of Science in Information Technology background.
Proven ability to maintain accuracy and efficiency in fast-paced, high-volume environments while delivering quality customer support.
Experience
Reviewer/Associate at WIPRO PHILIPPINES INC. (2018-09 – 2026-06)
- Review and evaluate user-generated content for compliance with platform policies and community guidelines.
- Identify and take appropriate action on policy violations, including hate speech, spam, harassment, and explicit content.
- Escalate sensitive or complex cases to appropriate senior teams in accordance with established procedures.
- Maintain accurate moderation records and reports while meeting quality and turnaround time requirements.
- Apply sound judgment and analytical decision-making when handling sensitive and complex cases.
- Consistently maintain high evaluation accuracy while working within established deadlines and productivity requirements.
- Monitor emerging content trends and contribute observations that support process improvements and operational efficiency.
- Adapt to changes in policies, procedures, and workflows while maintaining consistent quality and accuracy.
- Recognized as Top 1 Reviewer for outstanding performance in December 2018.
- Received multiple Outstanding Performance recognitions for productivity and production time in December 2018, March 2019, and April 2019.
Technical Support Representative at ALORICA CEBU (2016-05 – 2018-07)
- Assisted customers through phone, chat, and email with TV and cable service, product, and technical concerns.
- Diagnosed and troubleshot technical issues by identifying customer concerns and providing step-by-step guidance and appropriate solutions.
- Guided customers through troubleshooting procedures related to TV, cable, equipment, and service connectivity.
- Processed customer service requests, orders, returns, and other account-related concerns accurately and efficiently.
- Used active listening and effective communication to understand technical concerns and explain solutions clearly to customers.
- Provided product and service information while maintaining a positive and customer-focused support experience.
- Managed multiple customer concerns in a fast-paced, high-volume support environment while maintaining accuracy and service quality.
- Collaborated with team members to resolve customer concerns and improve technical support procedures.
- Achieved 100% Representative Satisfaction (Rep SAT) with 5 returns for the month of December 2017.
Education
Bachelor of Science in Information Technology – ASIAN COLLEGE OF TECHNOLOGY - INTERNATIONAL EDUCATIONAL FOUNDATION (2012-06 – 2016-03)
