Process Associate - Content Moderation at Genpact (2025-09 – Present)
- Executed high-quality content reviews to consistently meet strict platform safety metrics and SLA targets.
- Evaluated user-generated data against established community standards to determine appropriate policy enforcement.
- Identified emerging behavioral trends and systematically escalated complex issues to cross-functional teams.
- Synthesized operational feedback to enhance the end-user support model and streamline community interactions.
- Maintained deep domain expertise regarding evolving platform workflows, regulatory rules, and policy updates.
- Leveraged automated AI-driven dashboards to process high volumes of tickets with accuracy and minimal delay.
- Collaborated with Quality Assurance (QA) leads to minimize decision discrepancies and align standard operating procedures.
- Investigated reported violations, user appeals, and flagged profile behavior using proprietary back-end moderation software.
- Mitigated platform vulnerabilities by removing graphic, sensitive, or legally non-compliant media swiftly.
- Applied critical contextual judgment to complex, ambiguous, or multi-layered text and video queues.
Customer Service Advisor at Acensos (2023-09 – 2025-08)
- Delivered excellent customer support through phone and digital channels, ensuring client satisfaction and efficient issue resolution.
- Trained and mentored new employees on project procedures, ensuring smooth integration into the team and adherence to company standards
- Consistently met and exceeded KPIs, maintaining high-quality service levels and productivity benchmarks.
- Skills gained: active listening, conflict resolution, problem-solving, adaptability to customer needs, CRM systems proficiency, multitasking under pressure, coaching and training, goal-oriented performance.
Call Center Operator at Webhelp Romania (2019-11 – 2020-06)
- Handled inbound and outbound calls, providing accurate information and support to customers.
- Skills gained: effective communication, persuasion and negotiation, attention to detail, time management, teamwork in high-volume environments.
Technical Support Agent at CGS Romania (2019-06 – 2019-09)
- Assisted clients with troubleshooting technical issues, guiding them through step-by-step solutions.
- Skills gained: technical troubleshooting, analytical thinking, patience and empathy, ability to explain complex information clearly, fast adaptation to new software tools.
Internship at Metro Romania (2022-05 – 2022-05)
