Mark Casani

To obtain any position that will effectively utilize my skills, knowledge and have the opportunity to work as an individual or with team.

Quality Analyst at WIPRO (2022-04 – Present)

• Conducted quality analysis to enhance team performance and adherence to standards.
• Implemented process improvements based on quality audit findings.
• Prepared detailed reports on quality metrics and trends.
• Facilitated weekly meetings to discuss quality improvement strategies.

Subject Matter Expert at WIPRO (2021-09 – 2022-04)

• Acted as a knowledge resource for team members on content moderation issues.
• Conducted training sessions to improve team performance.
• Developed and updated training materials for new hires.
• Assisted in creating performance metrics to track team progress.

Associate Content Moderator at WIPRO (2018-06 – 2021-09)

• Moderated social media content to ensure adherence to community guidelines.
• Identified and escalated critical issues to maintain platform integrity.
• Collaborated with the legal team to address policy violations.
• Provided feedback on content trends to improve moderation strategies.

E-mail Support Representative at 24/7 Inc. Philippines (2017-10 – 2018-02)

• Provided effective email support for customer inquiries.
• Ensured timely resolution of issues and maintained high customer satisfaction.
• Assisted in developing email templates to standardize responses.
• Analyzed customer feedback to improve service delivery.

Bachelor in Science in Industrial Technology – Cebu Technological University Main Campus (2013 – 2017)

– Mambaling Night High School (2009 – 2011)

– Basak Community School (2003 – 2009)