Tan Aaliyah Grace

An organized, self-motivated, and results-driven BPO professional with 3 years and 8 months of experience in technical support, Selling Partner Support, AI-specialized workflow operations, and content moderation. Skilled in voice and email support, technical troubleshooting, issue resolution, content review, AI-driven workflows, and maintaining quality and productivity standards in fast-paced environments. Completed three years of college coursework in Bachelor of Science in Information Technology (BSIT), providing a strong foundation in technology alongside hands-on experience in customer service and operations.

Also brings several years of entrepreneurial experience managing small retail and online businesses since high school, developing practical skills in sales, customer service, order management, inventory, and day-to-day business operations. Adaptable, resourceful, and committed to continuous career growth while balancing professional, financial, and family responsibilities.

Content Moderator - Lizardbear Tasking Inc.

(2024-01 - 2025-08)

• Analyzed and categorized digital content using established policies and quality guidelines, applying contextual judgment to accurately identify relevant patterns, sensitive content, and potential workflow concerns.
• Reviewed and moderated user-generated content on social media platforms, evaluating posts, comments, images, and other digital content against established community guidelines and platform policies.
• Applied contextual judgment to identify and classify policy-violating, sensitive, or potentially harmful content, ensuring accurate decisions while maintaining quality and productivity standards.
• Handled high-volume content queues in a fast-paced, project-based environment, documenting moderation decisions, escalating complex cases, and maintaining accuracy, consistency, confidentiality, and policy compliance.

AI Workflow Specialist - Lizardbear Tasking Inc.

(2024-01 - 2025-08)

• Supported project-based AI workflow operations by reviewing and feeding structured information into AI systems to help identify patterns, keywords, cue words, and contextual indicators for improved workflow and model outputs.
• Maintained high accuracy and productivity while adapting to changing project requirements, documenting workflow outcomes, identifying inconsistencies, and collaborating with teams to support AI data quality and process efficiency.

Customer Advisor Associate / Selling Partner Support Associate - Concentrix Daksh Services India Pvt. Ltd.

(2023-01 - 2023-12)

• Provided voice and email support to selling partners, resolving account, selling, operational, and platform-related concerns while delivering clear and professional customer service.
• Investigated complex cases, analyzed available information, provided appropriate troubleshooting and resolutions, and escalated issues requiring specialized assistance.
• Managed multiple cases while maintaining accuracy, quality, productivity, and documentation standards, demonstrating strong written communication, problem-solving, and adaptability in a fast-paced environment.

Customer Experience Agent / Technical Support Representative - Alorica Inc.

(2024-10 - 2023-12)

• Provided voice-based technical support by diagnosing customer issues, performing structured troubleshooting, and guiding customers through effective solutions while identifying opportunities for upselling and product/service sales.
• Applied consultative and hard-selling techniques to recommend relevant products or services, address customer objections, and support sales conversion while maintaining a positive customer experience.
• Managed multiple customer concerns in a fast-paced, metrics-driven environment, accurately documenting interactions and resolutions while meeting quality, productivity, and sales performance targets and escalating complex issues when necessary.

Online Business Owner - Self - Employed

(2021-11)

• Managed a curated online clothing store, overseeing product selection, sourcing, pricing, online merchandising, customer inquiries, order processing, payment coordination, and fulfillment.

Retail Business Operator - Self - Employed

(2021-11 - 2022-11)

• Handled day-to-day operations of a small-scale grocery and general merchandise convenience store, including inventory monitoring, product sourcing and restocking, pricing, sales transactions, and supplier coordination.
• Managed customer relationships and daily business operations across both online and physical retail channels, developing practical skills in sales, customer service, inventory management, purchasing, cash handling, and independent business management.

Bachelor of Science - Information Technology - Polytechnic University of The Philippines (2023 - 2026)

Senior High School / Secondary Education - Southeast Asian College Inc. (2020 - 2022)